AccountId: 011433970860
ContactId: 3ff552c3-8cbe-4e9c-a0ad-3a5e851692aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182320 ms
Total Talk Time (AGENT): 66107 ms
Total Talk Time (CUSTOMER): 94118 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/3ff552c3-8cbe-4e9c-a0ad-3a5e851692aa_20250212T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm great thanks for asking [PII]. I have a [PII] on the phone. She's calling about her online account and she wanted to verify how she could resubmit her.
[CUSTOMER][NEUTRAL] Set her password cause she can't log in.
[AGENT][POSITIVE] OK, I can help her with that.
[CUSTOMER][NEUTRAL] Let me give you the policy number. Let me know when you're ready for it.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is 246-6661. She called to verify her benefits as well. I did verify her benefits for, but it's 246-6661 and I verified all of her information.
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] OK, [PII]. All right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] All right, thank you and have a good one.
[AGENT][NEUTRAL] Hi, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good, I'm good.
[AGENT][NEUTRAL] OK, she was saying that you were not able to get into your online service center.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and have you tried uh resetting your password?
[CUSTOMER][NEUTRAL] Uh, it's the username. It's uh I can't remember the username.
[AGENT][NEUTRAL] Oh, the user name, uh, your username is [PII] and it is case sensitive, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, but I tried that. OK, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And [PII]. All the little small kids.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] lowercase
[CUSTOMER][NEUTRAL] All righty. And is it possible for me to request an ID card mailed out to me with the new number?
[AGENT][POSITIVE] Uh yes ma'am, I can get that out to you. Let's see wait let me make sure.
[AGENT][POSITIVE] OK, I've got that order you should get it in the mail in 5 to 10 business days. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much. Oh, and for like if I go to a freestanding lab to do labs, I can submit a claim for that co-payment that I'm gonna pay, right?
[AGENT][NEUTRAL] Um, I would have to get somebody back in the, the claims and benefits department that can help you with that, yeah.
[CUSTOMER][NEUTRAL] They go request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, don't worry about it. Um.
[AGENT][NEUTRAL] You, you can always file any of anything, um, and they'll let you know if it's covered, yeah.
[CUSTOMER][POSITIVE] Yeah, I'm glad, you know, it's covered. Alrighty, thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APO. You have a wonderful day, Miss um [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Goodbye.