AccountId: 011433970860
ContactId: 11748a94-01a0-40af-920b-3b1695b3ae68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195600 ms
Total Talk Time (AGENT): 110744 ms
Total Talk Time (CUSTOMER): 67206 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/11748a94-01a0-40af-920b-3b1695b3ae68_20250602T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get the status of my claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and then just gonna verify some information really quick, uh, Tan, can I get your date of birth please?
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect, appreciate you verifying all of that. OK, so I am showing that we received a claim on [PII], um, and it is currently being processed, so it can take about 7 to 10 business days for claim information to complete processing. It may not take quite that long, but that's probably going to be the safest uh assumption.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, uh, normally, um, I, I would check it online, but I guess you guys, um, uh, have a new portal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so you can still check it.
[CUSTOMER][NEGATIVE] And I'm, I'm not able to register.
[AGENT][NEUTRAL] You're fine, yeah, so it did have some issues this morning um or earlier today that was preventing users from creating new accounts um however that does appear to have been resolved um I know a lot of people have been calling and they are able to successfully set one up now um so you can give that another shot it would be again all of the same information that we just verified um the biggest difference is going to be the.
[CUSTOMER][NEUTRAL] Mhm. Do you have your policy number?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Do you have the policy number?
[AGENT][NEUTRAL] I can give that to you. I will say that uh when you go to create the account though you would enter in your social, um, instead of your policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I'll do that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then I will say to um instead of uh creating a username it will be your email uh address that you would use to log in.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, OK, perfect. I'll do that. Thank you.
[AGENT][POSITIVE] Yeah, that's probably the biggest difference, honestly, of course. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] All right, you're very welcome have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.