AccountId: 011433970860
ContactId: 072585a4-9ab7-4c78-b2a6-5d266258e52c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534380 ms
Total Talk Time (AGENT): 194486 ms
Total Talk Time (CUSTOMER): 147567 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/072585a4-9ab7-4c78-b2a6-5d266258e52c_20250602T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can I get your login um website? It looks like it's changed since, or I don't have it.
[AGENT][NEUTRAL] It did, yes ma'am. We updated it. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Are you a, are you, are you with the group or you, or do you have an individual policy?
[CUSTOMER][NEUTRAL] I have an individual policy. Well, I don't know. I don't know. I think I'm with the group.
[AGENT][NEUTRAL] OK, we have.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Are you trying to log in as a group administrator or just to look at your policy?
[CUSTOMER][NEUTRAL] Just to look at my updates on some claims I submitted.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] 734389
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] May I know your, your last name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and if you'll please verify your, your address and your email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And can I get a callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying your information for me, Ms. [PII]. Yes, ma'am, we did do an update to our online service center, but I can help you with this. Give me just a moment. Let me get to my instructions, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, uh, did you go to the, um, the secure. [PII]?
[CUSTOMER][NEUTRAL] OK, it is secured, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, [PII].
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, do you see where it says log in?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. Do you remember your email or your, your username and password?
[CUSTOMER][NEUTRAL] I don't, yes, I, I've given them my email, the [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII], but I don't know a password since y'all have changed.
[AGENT][NEUTRAL] OK, let me look at something.
[AGENT][NEUTRAL] All right. So you've already got one created, do you see where it says forgot password?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do that and let us send you a link and you can reset your password.
[CUSTOMER][NEUTRAL] OK, it says send verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment for me, OK? Let me check something. Do you mind if I place you on a brief hold? OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, that's
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The Paris
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding for me. I appreciate your patience. OK, so it says receipt verification code.
[CUSTOMER][NEUTRAL] Yes, and then I got it.
[AGENT][NEUTRAL] Did you get one in your email? You got it, OK.
[CUSTOMER][NEGATIVE] I did, and it does not, where it says that it doesn't recognize my email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII], correct?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I'm gonna need to report this to my IT department, Ms. [PII]. Can I, can I please report that and give you a call back?
[CUSTOMER][NEUTRAL] OK, uh can you just tell me.
[CUSTOMER][NEUTRAL] Yes, but also can you just tell me if the claims have been processed?
[AGENT][NEUTRAL] Um, I would actually need to send you to our claims department for that. Um, would you like to speak with someone in the claims department?
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] OK. I know this is aggravating. I apologize for this.
[CUSTOMER][NEGATIVE] It's ridiculous.
[CUSTOMER][NEGATIVE] It's, it's ridiculous.
[AGENT][POSITIVE] It is, and what it is is we, like I said, we updated our system over the weekend and we are working on some issues. So I do apologize for the inconvenience, Ms. [PII], I'm gonna have someone help you, OK? All right, thank you so much. Hold a moment for me.
[CUSTOMER][NEGATIVE] It's awful. OK.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII].
[AGENT][NEUTRAL] Can you hear me OK? Hey, darling. Look, I
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Yeah, there's just an echo. It sounds like you're a long way from here.
[AGENT][NEUTRAL] And I'm not. It's like I'm right up at my computer. I don't know. Is that better? Let me just lean forward. Is that better?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Are you on a heads do you have a headset on or are you just talking through your?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I have my headset on. I don't know. Some days it's like this, and I've done don't go to 3 headsets, and I'm sitting right outside my Wi Fi and everything. I don't know. I'm sorry. Are you able to hear me?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] That's OK. Yeah, I can hear you. It's just like I said, it's got an echo and
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] It's aggravating. Oh gosh. Look, I've got it, I've got it, well, I've got an insured on the line, and she wants to know about some claim status. Do you guys do that or do I need to send that to claims? I haven't had one of these calls.
[CUSTOMER][NEUTRAL] Uh, that's OK. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, yeah, no, I can help him, and, um, mm mm, I can help him with claim status. What's the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 734.
[AGENT][NEUTRAL] 389 [PII] and I've verified all of her information.
[CUSTOMER][NEUTRAL] Alright, let me see here.
[AGENT][NEUTRAL] And I've got a callback number if you need it.
[CUSTOMER][NEUTRAL] Is it the same as what's in the system?
[AGENT][NEUTRAL] It is, it is. It's [PII]. Well, hold on, I'm looking at what she's calling from. Hold on.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Yeah, it's the same, [PII]. It's the same.
[CUSTOMER][NEUTRAL] It is OK, and so this is [PII] on the line?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well, I can help her, [PII]. Thank you.
[AGENT][POSITIVE] All right. I appreciate it, [PII]. Thank you. Have a good day.
[CUSTOMER][POSITIVE] You're very welcome. Yes, ma'am. You too. Talk to you later.
[AGENT][NEUTRAL] All right, dear.
[CUSTOMER][NEUTRAL] All right. Bye-bye.