AccountId: 011433970860
ContactId: 39f72bf7-0a85-4188-acb9-9b7a5be5443b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301089 ms
Total Talk Time (AGENT): 130831 ms
Total Talk Time (CUSTOMER): 89237 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/39f72bf7-0a85-4188-acb9-9b7a5be5443b_20250609T15:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was trying to go online um to print a form to apply, but it's telling me I guess.
[CUSTOMER][NEUTRAL] That I don't have an account.
[AGENT][NEUTRAL] OK, so you're going online to um submit a claim is what you were doing?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you. Um, may I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK, and it's [PII] and it's spelled [PII]
[CUSTOMER][NEUTRAL] And the call back number would be [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And let me get your policy pulled up so I can help you with the online service center. Um, what is your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02484825
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. The address is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII]. And what else you needed? I'm sorry.
[AGENT][NEUTRAL] Your, your email address, please.
[CUSTOMER][NEUTRAL] OK. CC.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy for me. So we um just launched a brand new online service center where you go in to file your claims. The address is the same, so if you can clear out your browser.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then type in secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you get to the welcome screen, let me know that you're there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to clear out my.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now because it's a brand new platform you have to um sign up as um create your OSC account. Do you see that right underneath the log in?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you're gonna do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the the role that best describes you is insured.
[AGENT][NEUTRAL] And you're gonna click on insured.
[CUSTOMER][NEUTRAL] OK, and then I just re um enter everything.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, you're gonna, now it's gonna use your email address rather than a username.
[AGENT][NEUTRAL] You'll be using your email address and then you'll set up a password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you just follow the prompts.
[AGENT][NEUTRAL] You should be able to get in.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. And if you have any trouble, always feel free to pick up the telephone and we'll walk you through it or figure it out. We'll help you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Alright, you're very welcome, Miss [PII]. Is that everything I can help you with today before we go?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright well you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Bye-bye, Ms. [PII]. You're welcome.