AccountId: 011433970860
ContactId: 04854504-37ec-4972-aae7-387cd8676a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211740 ms
Total Talk Time (AGENT): 82167 ms
Total Talk Time (CUSTOMER): 79679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/04854504-37ec-4972-aae7-387cd8676a4f_20250317T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm just wondering, um, I submit.
[CUSTOMER][NEUTRAL] Uh, the hospital, uh, surgery things, um.
[CUSTOMER][NEUTRAL] Yesterday just wondering if you already get uh working on it and then if I can get uh to know how much I get cover or something like that.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I and the trail.
[AGENT][POSITIVE] Thank you, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's your policy number, please?
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] 025485554.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And then my account also.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I found you in our system. Could you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and actually I'm showing a different email address.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, this looks like an iCloud.
[CUSTOMER][NEUTRAL] OK, [PII]. I have.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, I do show where we received your claim on yesterday. I'm showing that it's still pending. It's in line to be processed and please give us 5 to 7 business days to process it.
[CUSTOMER][NEUTRAL] OK. And then also my account is locked. So for, for some reason I forgot my password.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you need to re reset your password to log in?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment, let me see if I can send you over to customer service so they can assist you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, ma'am. Thanks for your patience. You would need to speak with someone in customer service so they can assist you with um unlocking your account. And I'm unable to get anyone on the line at the moment. Um, could you please give them a call back in about 30 minutes? And when you call the 800 number back, make sure that you select option number 4 for customer service and they'll be able to assist you with unlocking your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right then.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that's it. Thank you.
[AGENT][POSITIVE] OK, I thank you for calling APL.