AccountId: 011433970860
ContactId: 2f8609f7-a0ef-4e8d-92ae-65deebe90855
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362779 ms
Total Talk Time (AGENT): 166077 ms
Total Talk Time (CUSTOMER): 184303 ms
Interruptions: 10
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2f8609f7-a0ef-4e8d-92ae-65deebe90855_20250506T12:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Who is it?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm doing pretty good. um, I set up um the policy probably about a year ago and I was trying to set up the online to get like the, I was just reading over the stuff and I was like, OK, I forgot I even had this policy so I'm looking over the pack and I was trying to set up my account online but it's saying that I'm not found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I can take a look at the policy and um help you with the sign up. That just means I got to find something is being entered differently than we have it. I just have to find it and correct it. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] And that yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, um my name is [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I believe it's 25023.
[CUSTOMER][NEGATIVE] And this this can never be.
[AGENT][NEUTRAL] That might be a group number. Hold on one second, let me try it. 25023?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to see if.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][MIXED] fair to you, but I can't take you out of that box without destroying my life, [PII].
[AGENT][NEUTRAL] I found you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like you have a
[AGENT][NEUTRAL] Disability policy and an accident policy. Um, and which one were you calling in reference to today?
[CUSTOMER][NEUTRAL] Um, I guess I was just trying to like just set.
[AGENT][POSITIVE] Well, really we can use either one.
[CUSTOMER][NEUTRAL] Yeah, cause I was in an accident yesterday in my truck and I was just like looking over.
[CUSTOMER][NEUTRAL] Everything and I didn't even, I don't know, I know when the guy was talking to me about signing it up. I was just looking over the stuff, that's all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I have.
[CUSTOMER][NEUTRAL] But then I was trying to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have your policy here. I just need you to um verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] What you was gonna say.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. Mailing is [PII], and my email should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let me see, hold on one moment.
[AGENT][NEUTRAL] So, are you on a computer or a phone?
[CUSTOMER][NEUTRAL] Um, I was using my phone.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] So let's try it again. I'm gonna try it with you. They're not compat the online service center is not compatible with mobile devices yet, but I'm gonna try it on my end to see if I get an error. Um, when it asks you for your social security number or member ID, you'll put your full social there with no dashes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] For this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I think I found the last name for your email is [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So a [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] That's what's wrong. Hold on one second. The spelling of the last name in the email on here is wrong. Hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, hold on, let me save that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning everyone.
[CUSTOMER][POSITIVE] Good day.
[CUSTOMER][NEUTRAL] I'm sure to get to.
[AGENT][NEUTRAL] OK, so try it um again with your email, that's probably what the issue was. It was spelled [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] [PII], yeah, it was spelled wrong.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, now, now I went through.
[AGENT][NEUTRAL] I did, OK. So then once you create your username and password, it's gonna ask you for your cell number to like send you a verification code and then it'll let you in the um to your dashboard.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, I was looking over something.
[CUSTOMER][NEUTRAL] And the policy, I think this is the policy.
[CUSTOMER][POSITIVE] This makes me sound.
[CUSTOMER][NEUTRAL] No, that's it. If I need anything, my mind is all over the place. Like, like I said, I was in a um.
[CUSTOMER][NEUTRAL] I accident yesterday in my truck and I'm just trying to figure out some stuff, but.
[AGENT][NEUTRAL] All over the place trying to get it together.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] OK, well, if you think of anything or you need us, you can definitely give us a call. That's what we're here for. Um, but once you get into your dashboard when you're ready to file a claim, you're gonna see a um
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Like a little pop-up button, it'll say upload files and you'll just click on that and follow the prompts and it'll take you to where you can attach your documents you're trying to file for.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] All right. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, don't hurt yourself when you think of something nice to say.