AccountId: 011433970860
ContactId: 2c768445-c96b-433e-906a-b5d20087a8c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270920 ms
Total Talk Time (AGENT): 76617 ms
Total Talk Time (CUSTOMER): 118726 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/2c768445-c96b-433e-906a-b5d20087a8c2_20250414T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling because I'm trying to file a claim online, but they're asking me for, well I'll try to do like a new user and pass.
[CUSTOMER][NEGATIVE] When I enter all my info, it says that not found.
[AGENT][NEUTRAL] OK, are you the insured?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what is your policy number?
[CUSTOMER][NEUTRAL] Yes, um, outpatient policy is 017.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 234-72 M as in mother.
[CUSTOMER][NEUTRAL] L as in Larry, number 8.
[AGENT][NEUTRAL] OK, I'm so sorry I missed a number. If you could repeat that for me.
[CUSTOMER][NEUTRAL] 01723472 MLA
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you're welcome. And verify your date of birth.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, excuse me one moment. What is your callback number before we disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK one moment.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK, and verify your complete mailing address and email address as well.
[CUSTOMER][NEUTRAL] [PII]. And what was the other question?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have a different email address on file.
[CUSTOMER][NEUTRAL] Oh, maybe the one from my job is [PII].
[AGENT][NEUTRAL] OK, that's what we have on file.
[AGENT][NEUTRAL] OK 1 2nd.
[CUSTOMER][NEUTRAL] That's the one you have?
[AGENT][NEUTRAL] Yes, that's what we have on file.
[CUSTOMER][NEUTRAL] Oh, maybe that's why.
[CUSTOMER][NEUTRAL] Let me change it here in case.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I can create a.
[CUSTOMER][POSITIVE] Yeah, I got it. Now I can create the.
[CUSTOMER][NEUTRAL] So I can file the claim online, right?
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] That is correct, you can.
[CUSTOMER][NEUTRAL] Oh, OK. So if I have any questions, I can call you back.
[AGENT][NEUTRAL] OK, sounds great. OK, and thank you so much for calling. Uh and also let me give you your correct policy number, but the policy number you provided me was an old one, so let me provide you with the correct one, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It is
[CUSTOMER][NEUTRAL] Oh, I don't have no car, OK.
[AGENT][NEUTRAL] OK. It's 02337119.
[AGENT][NEUTRAL] ML
[CUSTOMER][NEUTRAL] 023371
[AGENT][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] After 7119.
[CUSTOMER][NEUTRAL] M L
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] At the end. OK, let me repeat it. 02337119 ML.
[CUSTOMER][NEUTRAL] There was any possibility that you can send me a new card?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You can actually download one from the website, but um I'm sorry from your account.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's see here, but I can put a request for once we.
[CUSTOMER][NEUTRAL] Oh, OK. Let me see.
[CUSTOMER][NEUTRAL] Oh, I don't. I, I will, I will do it. He says download ID card file claims online sign policy document. OK, that's fine. Thank you.
[AGENT][POSITIVE] You're welcome. You're welcome and thank you so much. You have a great day. Thank you. Yes, ma'am. Take care.
[CUSTOMER][NEUTRAL] I'll do it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.