AccountId: 011433970860
ContactId: 1a3226f0-b63e-4c40-8318-6d2e29073abe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635109 ms
Total Talk Time (AGENT): 163554 ms
Total Talk Time (CUSTOMER): 189835 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1a3226f0-b63e-4c40-8318-6d2e29073abe_20250325T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. I'm not sure if I spoke to you earlier. I had called and you gave me the website to log in to file a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it keeps giving me an error message when I get to step 2.
[CUSTOMER][NEUTRAL] Uh, well, let's see, um.
[AGENT][NEUTRAL] Is this Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, I'm sorry. Yes.
[AGENT][NEUTRAL] OK, um, no problem. Yes, this is [PII], you spoke with me. So what part are you on?
[CUSTOMER][NEUTRAL] It says provide the uh following information for an individual account. So it asks for me to put my last name and I put my last name, that policy number you gave me.
[CUSTOMER][NEGATIVE] The residential zip code and my email to my work and my date of birth and it says no user found.
[AGENT][NEUTRAL] Well, we switched your email to personal, so, um, use your personal email.
[CUSTOMER][NEUTRAL] Oh, my purse.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, I think I even tried that and it still said no user frown, but let me try again.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, for the last name, are you entering [PII] or [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try on my end. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it's giving you an error or it just won't let you go through?
[CUSTOMER][NEUTRAL] It just gives me in there it says no user frown, but let me put in my personal email.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] I'm gonna try it on my end too.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah, it's just oops, there seems to be a problem no user found with the information that was entered.
[AGENT][NEUTRAL] OK, hold on one and the um email address is [PII]?
[CUSTOMER][NEUTRAL] Oh yeah, [PII]. Hold on, let me get on my phone. Hold on.
[AGENT][NEUTRAL] That's right, OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I guess about that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK so so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Were you able to access it because it let me go to step 3. Did it let you go to step 3?
[CUSTOMER][NEUTRAL] Let me see, hold on. I'm trying it again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, it's just no user phone.
[AGENT][NEUTRAL] So there's something that I have on my end that you don't have on your end. So let's go, let's do it together. Um, at the bottom left, can you press cancel?
[CUSTOMER][NEUTRAL] Um, let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so once you press cancel, um, you're gonna click on new user again.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm an individual and the next.
[AGENT][NEUTRAL] Let me make sure we have the spelling of your last name correct. We have [PII]?
[CUSTOMER][POSITIVE] [PII], yes.
[AGENT][NEUTRAL] And then for the social, maybe we have the wrong social. We have [PII].
[CUSTOMER][NEUTRAL] No, no, no. It's [PII], yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and then the zip code we have, let me, let me go to that screen. It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the email address?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] The email address is the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Do you mind if I place you on just a brief hold while I look at this?
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. So, were you able to access the, did it work for you yet?
[CUSTOMER][NEUTRAL] No, let me try again. Um.
[AGENT][NEUTRAL] Because I don't know, I, it's working on my end. It's letting me get to step 3.
[CUSTOMER][NEUTRAL] OK, let me try it again. Um, hold on just a second. I started again.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And the policy number is 252.
[CUSTOMER][NEUTRAL] 7615, right?
[AGENT][NEUTRAL] Well, you shouldn't be entering your policy number anywhere yet, just your full social.
[AGENT][NEUTRAL] Are you already in the
[CUSTOMER][POSITIVE] Oh, that's what it is. I'm sorry.
[AGENT][NEUTRAL] Right, that Social Security number or member ID is saying not policy number, but we want you to enter your full social there, that's it.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] That's right. OK, sorry about that.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Probably it. Let's see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There it goes. OK, so I just create my account. Yes, ma'am.
[AGENT][POSITIVE] You got it.
[AGENT][POSITIVE] Yes, ma'am, there you go.
[CUSTOMER][POSITIVE] Thank you so much. Sorry. OK.
[AGENT][NEUTRAL] Yes. Oh, you're fine. Anything else you need, give us a call. That's what we're here for. Um, but just for the call, since it's a new call, um, a new call, but we spoke earlier, I don't have to verify, but just for the discl[PII], all the information provided was a verification of benefits, not a guarantee of payment. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's it. Thank you. Thank you so much.
[AGENT][POSITIVE] You're welcome and thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.