AccountId: 011433970860
ContactId: 1757f891-d4e6-4905-8fe2-e6797f22c8b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253089 ms
Total Talk Time (AGENT): 110758 ms
Total Talk Time (CUSTOMER): 86100 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/1757f891-d4e6-4905-8fe2-e6797f22c8b5_20250122T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in the claims department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I have an insured on the call that has been locked out of the OSC. Um, I did verify all of her information and it is correct, um, but yeah, she's been locked out, so let me provide you with her policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 255.
[CUSTOMER][NEUTRAL] 3758.
[AGENT][NEUTRAL] Alright, OK give me just a second while I pull it up.
[AGENT][NEUTRAL] Is it for [PII]? All right.
[CUSTOMER][NEUTRAL] [PII], yes. Mhm.
[CUSTOMER][NEUTRAL] And you need her callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and give me just a second so I can pull up the online service center for her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and I'm ready.
[CUSTOMER][POSITIVE] OK, here she comes. Have a good one.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you um were locked out of your account in the online service center.
[CUSTOMER][NEGATIVE] Uh, yes, um, it's giving me an error message. Um, I put in my information and just says oops there seems to be a problem. No user was found with that information that was entered. Please try again, and I, and I've used my social as well and it doesn't pop up.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um, was the email.
[AGENT][NEUTRAL] That you're using verified.
[CUSTOMER][NEUTRAL] Correct, yes ma'am. All my information was verified and my, my member ID number as well, so.
[CUSTOMER][NEUTRAL] It said that it maybe just needs to be reset my account.
[AGENT][NEUTRAL] Alright just a second, sometimes, um, what type of um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I would say are we using a phone or a laptop or computer?
[CUSTOMER][NEUTRAL] Yeah, I mean like
[CUSTOMER][NEUTRAL] My phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's what it might be the issue sometimes um the online service center is not compatible with all mobile devices um can we try using a laptop or a computer?
[CUSTOMER][NEUTRAL] Um, I can't at the moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So I'll just have to do it at a later time.
[AGENT][NEUTRAL] Yes, um, or I can it it will take a little bit of of a minute I can um create an account for you um I'm not sure if you would like me to do that or not.
[CUSTOMER][NEUTRAL] No, it's OK. Um, I'll try it later. I'll try it later if I have a problem, uh, doing it later from the computer, then I'll just call back because I really just needed my ID card, but I got them emailed already to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, OK, um, I will say that the, um,
[AGENT][NEUTRAL] How we plug in the information it is case sensitive so you can use all capitals and your soc social security with no spaces or dashes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. All right.
[AGENT][POSITIVE] Alright, thank you for calling APL Miss [PII], and give us a call if need anything else, alright?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.