AccountId: 011433970860
ContactId: 0590bc9c-da39-46e1-aba5-61068bba58e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237880 ms
Total Talk Time (AGENT): 98460 ms
Total Talk Time (CUSTOMER): 146223 ms
Interruptions: 6
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0590bc9c-da39-46e1-aba5-61068bba58e5_20250114T18:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I have your, um, insurance, and, um, my husband has recently been diagnosed with cancer, um, so I am trying to log in and just like get started with the claim forms and all of that. However, um, when I go to do it, I put my information into my
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, district's website and it says that no user is found so when I'm trying to, it says there's an option for a log in or a new user, um, I've tried to do both. I don't have a um a user name, so that's not helpful and then when I go to select new user I put in all my accurate information and it pops up and says that no user can be found.
[AGENT][NEUTRAL] OK, yeah, let me take a look at your policy and make sure we have everything in our side correct for you. Um, do you mind if I get your policy number, ma'am?
[CUSTOMER][NEUTRAL] So I need your help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have no idea what my policy number is. That's what I'm trying to figure out from y'all.
[AGENT][POSITIVE] No worries, no worries, um, can I have your social and I can look it up?
[CUSTOMER][NEUTRAL] Yes ma'am, um, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And may I have your first and last name, please?
[CUSTOMER][NEUTRAL] Uh my first name is [PII] The last name is [PII].
[AGENT][POSITIVE] Wonderful. Would you be able to verify for me, Ms. [PII], your date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And would you also be able to verify for me, please, ma'am, your mailing address on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII] perfect and then would you be able to verify that email address for me please?
[CUSTOMER][NEUTRAL] Um it should be [PII].
[AGENT][NEUTRAL] Alright, it looks like I had um the last name on here is [PII], but I can update it for you to [PII], and that might be why it wasn't letting you log in.
[CUSTOMER][NEUTRAL] And then do the super.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One second while I update that for you.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Girl, I'm doing a roll call tonight.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] [PII] correct?
[CUSTOMER][NEUTRAL] Oh, I need to close the.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Perfect, I'm hitting update on that. Give me one second. I'm gonna verify that it makes it to our.
[CUSTOMER][NEUTRAL] What we have both.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, our system here and then from there you should be able to.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Create your account.
[CUSTOMER][NEUTRAL] Are
[AGENT][NEUTRAL] Alright, and that did update so if you want to try again using that email address.
[CUSTOMER][NEUTRAL] I'm searching here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it did it, so now I'm to the create the account part.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yep, and then from there you should be golden but if.
[CUSTOMER][NEUTRAL] OK, um, I think.
[AGENT][POSITIVE] Oh I'm so sorry.
[CUSTOMER][POSITIVE] Oh no you're fine um I think that's all I needed for right now if I have any other questions I'll call back thank you.
[AGENT][NEUTRAL] Perfect and then I was gonna ask, do you want me to just go ahead and to your email address, send you a copy of our cancer claim form that way you have it on hand?
[CUSTOMER][POSITIVE] That would be wonderful. Thank you so much.
[AGENT][POSITIVE] Perfect I'll get that email sent out to you you should have it in a couple of moments and then if you need anything else, don't hesitate to reach on out we'll we'll do our best to take care of you, OK?
[CUSTOMER][POSITIVE] Yes ma'am thank you so much I appreciate it have a good day bye bye.
[AGENT][POSITIVE] My pleasure take care bye bye.
[CUSTOMER][NEUTRAL] Uh