AccountId: 011433970860
ContactId: 1254bef3-5294-4359-9840-c20dc131c27e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190169 ms
Total Talk Time (AGENT): 88846 ms
Total Talk Time (CUSTOMER): 76027 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1254bef3-5294-4359-9840-c20dc131c27e_20250611T16:18_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling in regards to a claim filed. I, I'm having trouble logging in.
[AGENT][NEUTRAL] OK, are we just needing to check on that claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I could check on that for you um was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm assuming it's individual.
[AGENT][NEUTRAL] OK, so it is for you, it's a claim you filed for yourself, correct?
[CUSTOMER][NEUTRAL] Yeah mhm.
[AGENT][NEUTRAL] Got it. OK, just wanted to make sure, um, what was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] That I don't.
[AGENT][NEUTRAL] Um, OK, I can search using your social.
[CUSTOMER][NEUTRAL] Because you, it seems that you have changed, changed your logins, mm.
[AGENT][NEUTRAL] Um, yeah, our website did undergo quite a big change, so, uh, you would have to, uh, create a new account essentially, um, and then from there you would log in using your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEGATIVE] But I do that under insured or something because I tried and they said they couldn't find me.
[AGENT][NEUTRAL] Yes.
[AGENT][MIXED] It would be insured yes um so we have noticed uh some issues with that if you would try just filling out the boxes that have an asterisk and leaving the others blank, um, that might work. I know that sounds silly but that seems to be what.
[CUSTOMER][NEUTRAL] I guess you're not on the
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The last time
[AGENT][POSITIVE] Well, it fixes a lot of the problems.
[AGENT][NEUTRAL] And it does have to be the information that we have in our system.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think I tried it and I just went into it.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The one with the uh well I think it's the email so fill out the only the asterisk you said.
[AGENT][NEUTRAL] Yes, only the ones that have an asterisk.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh yeah, you're right.
[AGENT][POSITIVE] Did it work? That's so funny. I know. I don't know who figured that out, but somebody did and so I've just been passing that along and it seems to be working.
[CUSTOMER][NEUTRAL] OK, yeah, I did.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, oh wow, OK.
[AGENT][NEUTRAL] Alright, well.
[CUSTOMER][POSITIVE] Then I can just look it up that way hopefully.
[AGENT][POSITIVE] Sure, yeah, no problem. If you need any help with anything else just give us a call right back.
[AGENT][POSITIVE] I'm sorry about all the confusion, of course, have a great rest of your day.
[CUSTOMER][POSITIVE] OK will do thank you so much.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.