AccountId: 011433970860
ContactId: 46aef9e5-027e-4408-a235-afd15157a5f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269750 ms
Total Talk Time (AGENT): 92496 ms
Total Talk Time (CUSTOMER): 103187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/46aef9e5-027e-4408-a235-afd15157a5f4_20250604T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling AP [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was using uh the the uh online service for a little while there and then all of a sudden I cannot get into the online service anymore and I need to file a claim.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Um, you'll have to create a new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what is your name and policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And as far as the policy number I've
[CUSTOMER][NEUTRAL] Let me see, um,
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Be able to help you.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I have it yeah 0.
[CUSTOMER][NEUTRAL] 2244
[CUSTOMER][NEUTRAL] 449.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. Mailing address 4, OK, I'm sorry, and mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like it's a different email address I'm assuming work email maybe?
[CUSTOMER][NEUTRAL] Yeah, they, they were trying to use the work email, but I don't always get them.
[AGENT][NEUTRAL] OK, what is that other email that you gave, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] B I G R E D.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] EWR Paul Walter Robert.
[CUSTOMER][NEUTRAL] S T R K Sam.
[CUSTOMER][NEUTRAL] Uh, Tammy.
[CUSTOMER][NEUTRAL] Robert
[CUSTOMER][NEUTRAL] Cathy.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] Correct, ma'am, correct.
[AGENT][NEUTRAL] OK, let me update it give me one moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, sir. You will have to create a new account since they did update our online service center.
[AGENT][NEUTRAL] So you would just select create new uh create an account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna select insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will ask for your, your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should be able, um, the next screen will show like it's complete or they will send you a verification code via email, you enter that verification code and set up your password.
[CUSTOMER][POSITIVE] OK, perfect. Perfect.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, I will give it a shot.
[AGENT][NEUTRAL] All right, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, as far as right now, no, ma'am. I think taking care of everything.
[AGENT][NEUTRAL] Yes sir, and once you set up then um on the right, once you set up on the right, it will say something as far as wanting to file a claim and then you just follow the prompts to submit a claim.
[CUSTOMER][POSITIVE] OK perfect perfect.
[AGENT][POSITIVE] OK, well, I thank you so much for calling APL. You have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you very much, ma'am. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.