AccountId: 011433970860
ContactId: 0c549fcf-efa3-45c3-8e0c-3272ac0f38cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262309 ms
Total Talk Time (AGENT): 111842 ms
Total Talk Time (CUSTOMER): 93806 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/0c549fcf-efa3-45c3-8e0c-3272ac0f38cc_20250619T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I'm calling in regards to uh my APL insurance.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEGATIVE] I don't know, I, I never received the card in the mail and I didn't get it, but I'm paying for the insurance, so.
[CUSTOMER][NEUTRAL] Um, I'm not sure what it is, and I'm trying to put in the claim.
[AGENT][NEUTRAL] And you're the
[AGENT][NEUTRAL] You're the primary insurance. You're the primary policy, OK, um, I can look it up by your social if that's right.
[CUSTOMER][NEUTRAL] Policy holder, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] 954 [PII].
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] Um, should be [PII].
[AGENT][NEUTRAL] OK, one moment, that's not the address that we have on file.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, we do we need to change that?
[CUSTOMER][NEUTRAL] That's my grandma's house, but um, no, you can keep that one cause, yeah, I get my bills normally go there.
[AGENT][NEUTRAL] OK, I just wanted to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um if you have a pen and paper nearby I can give you that policy number.
[CUSTOMER][POSITIVE] Yes, I have it.
[AGENT][NEUTRAL] OK, it's 02.
[AGENT][NEUTRAL] 59
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9252.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So 02599252.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so when I put in the claim that's all they're gonna ask for that number ID number that's it?
[AGENT][NEUTRAL] Um, if you're wanting, are you wanting to file it online?
[CUSTOMER][POSITIVE] Yeah, I'm gonna do it online.
[AGENT][NEUTRAL] OK, so um we will need an address on file before you can do that. Is there an email address you would like us to put in for you? I would suggest a personal email address.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, MMS.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] again [PII].
[AGENT][NEUTRAL] And just to verify, um I have [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do have that in there. I will say when you go to uh [PII] um to create your OSC account you'll click on insured and then I would only fill out the required information, um, which will be your last name, uh date of birth, and then the email that we just put in uh I've, we've been, we've been experiencing some issues with people filling out all of the information, so I would only fill out the required.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Insured.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so last name, date of birth, and email. OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes. And uh is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you, [PII]. Mm.
[AGENT][POSITIVE] Great, and if you ever have issues getting logged in, just give us a call back and we will um we'll walk through it with you, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.