AccountId: 011433970860
ContactId: 3947a203-8fc2-414c-8aff-d6d1bce94229
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149619 ms
Total Talk Time (AGENT): 42500 ms
Total Talk Time (CUSTOMER): 79803 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3947a203-8fc2-414c-8aff-d6d1bce94229_20250218T16:25_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][NEGATIVE] I can now, um, I tried to find a cam on the website. I tried to log in the lead new user. They're not allow me to do it. Can you help me out?
[AGENT][NEUTRAL] Yes, you said you're trying to file a claim online and it's not letting you do it?
[CUSTOMER][NEGATIVE] Yeah, they not let me register my new user, uh, user. I, I don't remember. I never used anything before you can never let me claim anything.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, so it's giving you an error. You need to log, you need to sign, you're trying to sign up and file a claim?
[AGENT][NEUTRAL] Are you, OK.
[CUSTOMER][NEGATIVE] Yeah, they say they don't have, they don't have my policy. They don't have the co ID. They say they cannot sell my anything.
[AGENT][NEUTRAL] OK, well, I can help you with the online service center sign up and filing a claim. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Full name is [PII]. Last nameunen. Phone number is [PII].
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on. Yeah, [PII] just sent me the email. I talked to [PII] right now. Thank you, thank you. Thank you.
[CUSTOMER][NEUTRAL] Hello, sorry.
[AGENT][POSITIVE] You, you, you're welcome. So you're OK?
[CUSTOMER][NEGATIVE] Yeah, yeah, yeah, I, the, uh, uh, UTVA tried to confirm the [PII] from ABF send me the email. I have so many problems with your company because I tried to call in the morning, you got the lady on the phone send me back and forth to where TBA is they're not medical assistant, they're not dentist. I don't know why, but.
[CUSTOMER][NEUTRAL] It's OK. It's fine. I just need to see what I have to do here for [PII]
[AGENT][NEUTRAL] So are you wanting me to still assist you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So you still need assistance?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so may I have your policy number?
[CUSTOMER][NEUTRAL] I can't.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02006283
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] I got a cramp for my daughter.
[AGENT][NEUTRAL] OK, so I have you here. I just need you to verify your date of birth and your um mailing address and email.
[CUSTOMER][NEUTRAL] Give me a second, ma'am. I have to run a phone call right now.
[AGENT][NEUTRAL] OK.