AccountId: 011433970860
ContactId: 167dda7e-f86e-4e71-996f-237908827da7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223679 ms
Total Talk Time (AGENT): 92618 ms
Total Talk Time (CUSTOMER): 114262 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/167dda7e-f86e-4e71-996f-237908827da7_20250227T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. Can I help you?
[CUSTOMER][NEGATIVE] You know, what kind of mess.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, ma'am. Can you hear me?
[CUSTOMER][NEUTRAL] Hi, I
[CUSTOMER][NEUTRAL] Yes, I can. I was calling because I, I, I was trying to file a claim. I, I set up an account, but when I put in the information it's telling me what is it saying? It's not using not found, but I was trying to figure out what was going on. I was trying to file a claim.
[AGENT][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] OK, well, I can assist you with that. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have your policy number or no?
[CUSTOMER][NEUTRAL] Yes, I do, it's 0202387136.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Um, I can't remember. I think I use [PII] or I use my
[CUSTOMER][NEUTRAL] Work email [PII]. I can't remember which one.
[AGENT][NEUTRAL] Uh, you used the [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII], so I did use that. OK, all right.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And let me look and see and.
[AGENT][NEUTRAL] And it's giving you an error message trying to get on or trying to upload?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Trying to file a claim and it's telling me that their username is not right but that my, that's my email my username is my email address, isn't it?
[AGENT][NEUTRAL] No, ma'am. Um, no, ma'am, and
[CUSTOMER][NEUTRAL] Oh, it's not.
[CUSTOMER][NEUTRAL] What would
[AGENT][NEUTRAL] And what's a good callback number for you, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, but I can give you your username.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, the number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have a password?
[AGENT][NEUTRAL] Um, I would don't know your password, but if you are unsure of it, you can reset your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like when you try to log on, just put in your username and I think it says to reset or forgot password and you just follow the prompt and they'll send you an email to that [PII] address to where um you can reset it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's all I need to do and then I'll be able to redo my claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I appreciate it. Thank you.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That's it if I need any more help, I'll call back.
[AGENT][POSITIVE] OK, yes, ma'am. Well, I thank you for calling APL and you have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Alright you too also thank you, bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye.