AccountId: 011433970860
ContactId: 392d8fe0-a676-4c21-abf5-daf8b3165b38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470859 ms
Total Talk Time (AGENT): 67399 ms
Total Talk Time (CUSTOMER): 56392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/392d8fe0-a676-4c21-abf5-daf8b3165b38_20250603T13:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], um, this is [PII]. I am.
[CUSTOMER][NEUTRAL] I'll give you a call because um APL recently changed the interface.
[CUSTOMER][NEGATIVE] And I'm unable to log in to view my claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you've ever logged on to our site before, [PII], we did recently change it and you would have to create a whole new login, um, so if you're going to our site, you would click the sign in option and then you wanna click create new OSC account.
[CUSTOMER][NEUTRAL] I, I did do that, um.
[CUSTOMER][NEUTRAL] You know which role, which role best describes you? I choose insured or
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it's just for your own personal account, is that correct?
[CUSTOMER][NEUTRAL] I'm under like a group policy or I don't know, I don't even know what I'm under.
[AGENT][NEUTRAL] But you're just trying to, well, OK, so I understand like if you get it from a group like your employer, but if you want to look at your policy and your claims.
[CUSTOMER][NEUTRAL] That's party group.
[AGENT][NEUTRAL] It would be just insured.
[CUSTOMER][NEGATIVE] Like I tried that and it didn't work.
[CUSTOMER][NEUTRAL] Last week.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but that's why.
[AGENT][NEUTRAL] Yeah, um, do you have your policy?
[CUSTOMER][NEUTRAL] Let me try, let me try it right now again.
[AGENT][NEUTRAL] OK, OK, yeah, go ahead.
[CUSTOMER][NEUTRAL] Let me try, let me try right now.
[CUSTOMER][NEUTRAL] Um, just like SS I just put my SSN.
[AGENT][NEUTRAL] Mhm, yeah, just put your social security number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I can't seem to find it. I just asked for a confirmation email. I cannot see.
[CUSTOMER][NEGATIVE] Didn't get it, uh, I mean this isam.
[AGENT][NEUTRAL] Oh yeah, sometimes they do go there. It's, yeah, I should send you like a confirmation code to your email.
[CUSTOMER][NEUTRAL] Right, I see it.
[AGENT][NEUTRAL] Still no confirmation email or anything?
[CUSTOMER][NEUTRAL] Oh, my apologize. I was muted the whole time. Um.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yeah, I can hear you now. I didn't hear anything before sorry, [PII].
[CUSTOMER][POSITIVE] No, no, it's totally fine, it's totally fine. Um, yeah, no, I got, I got the.
[CUSTOMER][POSITIVE] Um, I was able to log in. Thank you so, so much.
[AGENT][POSITIVE] OK awesome I'm glad you got in great.
[CUSTOMER][POSITIVE] Alright, have a good rest of the day bye bye.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.