AccountId: 011433970860
ContactId: 38ffabfc-c15e-4a44-8c8a-d50ed38d227b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202630 ms
Total Talk Time (AGENT): 90010 ms
Total Talk Time (CUSTOMER): 71033 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/38ffabfc-c15e-4a44-8c8a-d50ed38d227b_20250619T15:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning, uh, I'm just calling because I'm not able to log in.
[CUSTOMER][NEUTRAL] To our account, uh.
[CUSTOMER][NEUTRAL] So I'm wondering if I can get a
[CUSTOMER][NEUTRAL] A reset on our.
[CUSTOMER][NEGATIVE] Password and I've tried it it it goes through my wife's email and it's just not working. I can't get logged in at all and I, I got a claim just a wellness claim the form and and uh.
[CUSTOMER][NEGATIVE] Normally it's really slow to get processed if I fax or mail it.
[AGENT][NEUTRAL] OK, we can go ahead and check and see what we can do. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's 007.
[CUSTOMER][NEUTRAL] 83014.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and Mr. [PII] for security, may I have your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] In [PII], it's [PII].
[AGENT][POSITIVE] Thank you. OK, and let's see.
[AGENT][NEUTRAL] So have you already uh tried to create the new OSC or um when was the last time that you try to get into the online service center?
[CUSTOMER][NEUTRAL] Oh it's, it's probably been a year.
[AGENT][NEUTRAL] A year. OK, so if it's been a year you need to create an account, um, so you're gonna go to our website and click on create OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're gonna choose that you're the insured and then it's gonna be um I don't know if your wife is available, but she um she's the one that needs to register all her information and then once um you're in, you can go ahead and do an electronic wellness claim that goes a lot faster and it comes here automatically.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I'll I'll try that. Uh, what are the what are the hours?
[AGENT][NEUTRAL] Um, the hours.
[CUSTOMER][NEUTRAL] Or uh
[CUSTOMER][NEGATIVE] The customer service because I tried it the other night it still wasn't working.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] OK. Um, yes, if she needs to call us to get help with creating that account, we're here in 6 central time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From [PII] Central time, OK?
[CUSTOMER][POSITIVE] All right, we'll try that.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] We'll let you know.
[CUSTOMER][POSITIVE] No, that's it. That's it. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.