AccountId: 011433970860
ContactId: 03ec018e-8bab-469c-8205-18d4763b3985
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344019 ms
Total Talk Time (AGENT): 80967 ms
Total Talk Time (CUSTOMER): 103154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/03ec018e-8bab-469c-8205-18d4763b3985_20250506T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and we have a policy with you as a family policy, and I am unable to get online.
[CUSTOMER][NEUTRAL] I don't know what my login information is.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, that's
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK. Uh, do you have your, I can look up by your last name or social?
[CUSTOMER][NEUTRAL] OK, it's uh [PII]
[CUSTOMER][NEUTRAL] Well my social or my husband's social it's under his.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] wait identify [PII].
[CUSTOMER][NEUTRAL] You write it down.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My God, I can't believe I forgot it.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] I never forget it. I'm losing my mind.
[AGENT][NEUTRAL] I can look it up by your name. You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] It's [PII]. Gosh, that's a brain fart [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, it's getting that pulled up. Hold on one moment.
[AGENT][NEUTRAL] And what was your husband's first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, I can only release information to him about the website. Is he available?
[CUSTOMER][NEUTRAL] No, can you just email it to him?
[AGENT][NEUTRAL] Um, I would have to have the request from him.
[AGENT][NEUTRAL] Would you be able to call in and request it?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, I could try and call him now. Do you know how to conference somebody in?
[CUSTOMER][NEUTRAL] Um, can I ask you another question while she's helping me with that?
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Are you there? Yeah, you know how to do it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK, hold on, um, so he, he had to go to ENT on Friday, uh, my son [PII] is also on this policy, um, and so am I, so I'm surprised you can't release it to me but anyway, um, I didn't have that card, so I just paid cash. How do I get reimbursed for that?
[AGENT][NEUTRAL] And you'll have to submit a claim, so we'll need the primary explanation of benefits showing how they process the claim, and then along with the claim information of like the services rendered, the date of service, the build amount.
[CUSTOMER][NEUTRAL] OK, OK, hold on one second, I'll get, I'm gonna conference him.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, I got him. OK, can you hear him [PII]? Go ahead.
[AGENT][NEUTRAL] Hello, is this
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, Mr. [PII], could you provide your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you confirm your um address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address?
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and do you want me to, um, you were needing information on your um login, etc. is does your wife have permission to get that information?
[CUSTOMER][NEUTRAL] shop.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and um I'm gonna also email you an authorization form so she can be authorized on the policy, um, so we would need that completed to speak further in the future, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you. All right, thank you.
[AGENT][NEUTRAL] OK. Um, let me get that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] After, how do I hang up?