AccountId: 011433970860
ContactId: 160cf326-67e9-4c6f-b13a-ba95ebd3da3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456429 ms
Total Talk Time (AGENT): 125211 ms
Total Talk Time (CUSTOMER): 182501 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/160cf326-67e9-4c6f-b13a-ba95ebd3da3c_20250331T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh, this is [PII], and I've been trying to get into my account and every time I go in there and put in my username and password, it says that it's invalid and I don't know what's wrong because that's what I have written down is is what I have is my user name and password.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I can assist you with that. So, um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Oh, I don't have let me see. I don't have it right in front of it, but let me see over here.
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If I can find it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Uh 769-816.
[AGENT][NEUTRAL] I'm sorry, that was 769-816.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, 16, 769-816.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And Miss [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, it's um [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what was the other thing you asked? Oh, email. It's [PII].
[AGENT][NEUTRAL] Email, yes.
[AGENT][POSITIVE] Perfect, thank you. All right, let me try to get you in. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah. So we have the user name um with your first and last name all together lowercases everything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And well, we don't have the password. um, when you click on forgot password, is it telling you that it will not find you?
[CUSTOMER][NEUTRAL] Uh, I didn't, I didn't click on that, but I will. Let me see what it says.
[AGENT][NEUTRAL] OK. Mhm. OK.
[CUSTOMER][NEUTRAL] OK, let's see it says to this just says reset my password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna ask you to put your username um which is uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, you mean like, OK, all right.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then do I just press next?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Should tell you if you forgot the password, click here.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, it says.
[CUSTOMER][NEUTRAL] Uh, choose your, oh, choose your delivery of whatever. OK, I'm gonna press send, I guess.
[CUSTOMER][NEUTRAL] I, I select the delivery method. Oh, I want it sent to my, um, just my
[CUSTOMER][NEUTRAL] No cell phone OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] OK, let me do that again. I messed up on it.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh, here's my. Oh, I, I wasn't putting in the right thing. Let me write this down.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh let me get back. OK.
[CUSTOMER][NEGATIVE] Goodness, I'm sorry. I'm making a mess of this.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so it's it's having me create a new password.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let me see if that'll work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now, uh, I guess I'll try it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And see with this one.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that got me.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I wonder I hadn't used it in a long time after a certain amount of time, do you need to reset your password or something?
[AGENT][NEUTRAL] Um, yeah, some, yeah, whenever you don't use it, like I think it's gonna be either 3 months to 6 months, it will tell you that you need to reset your password for security.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, uh, that, that's what it was. OK. Well, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I'm just trying to get, um, get a claim ready to.
[CUSTOMER][NEUTRAL] And in and um uh the out.
[CUSTOMER][NEUTRAL] This time, the form looks different from the one that I had that I had seen before and it was basically just a one page that I filled out and then attach all the other information. Is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, correct, yes. It's just gonna be, um, the, the claim form it has like, uh, the instructions is gonna be in the first page, but you need to add um the itemized bill for each of the claims and then and um this one, let's see, let me go back to it. Um, and yeah, that's all you need, just the itemized bill and that claim form. Mhm.
[CUSTOMER][NEUTRAL] Answer client
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, sounds good. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] Yeah, you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What I wanna do is I want to look at my.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEGATIVE] Not gonna let me get my s done.