AccountId: 011433970860
ContactId: 4763511e-1bf3-47e0-b504-3b6695dd3607
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388029 ms
Total Talk Time (AGENT): 217783 ms
Total Talk Time (CUSTOMER): 169373 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4763511e-1bf3-47e0-b504-3b6695dd3607_20250514T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Pretty much.
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII], and I have a policy, but I can't seem to create an account on your website. I was hoping that I could get a new insurance claim form from there and, and maybe do my stuff, submit my information online, but I can't get in. It says um.
[CUSTOMER][NEGATIVE] When I try, I get an error it says oops there seems to be a problem. No user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, I can help you with that. Can you provide me with your policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 00781144.
[AGENT][POSITIVE] Thank you. Give me just a moment and we'll pull your information up and then do a quick verification. We'll make sure everything's correct. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if it has any, you know, we need to get everything correct because everything has to match up to the, to the letter or number. OK. So miss, is it [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am. [PII], yes ma'am.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you. So, Ms. [PII], let's verify your date of birth and then your address.
[CUSTOMER][NEUTRAL] OK, it's [PII] and my address is [PII].
[AGENT][NEUTRAL] Thank you. All right. So, Ms. [PII], let's verify the last bit of information, your phone number and then your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and my email address is [PII].
[AGENT][NEUTRAL] So that's [PII]
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Still
[CUSTOMER][NEUTRAL] No, ma'am, [PII]
[AGENT][NEUTRAL] [PII] That's what the problem is. [PII], [PII] [PII] [PII], cause we do have [PII] [PII] All right, so let's change that.
[CUSTOMER][NEUTRAL] Yes I.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And are you where you can um um excuse me.
[AGENT][NEUTRAL] Well, you can try to go online now and set up that account for yourself.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I wonder
[CUSTOMER][POSITIVE] Yes ma'am I can good let me give it a go and see what hap oh good we went to the next, next area where I create a username and password and all that so uh you may have fixed the problem. Now can I submit my claim online and get the forms and everything online?
[AGENT][POSITIVE] Wonderful.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, well, I would say we've got just a generic website that anybody can go to and print off claim forms. Um, there's all kinds of forms on there and that's just the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um let me go to it real quick and it's the same site where you sign in for this, but instead of clicking on sign in you'll click on the claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, and will I be able to submit.
[AGENT][NEUTRAL] And you would just scroll down to.
[AGENT][NEUTRAL] Go ahead, I'm sorry. Yes, ma'am, you'll be able to submit those through, through to your, uh, to your online service center account.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so you said scroll down the claims and forms.
[AGENT][NEUTRAL] All right, just go over.
[CUSTOMER][NEUTRAL] And just find what I need.
[AGENT][NEUTRAL] Yes, ma'am, where, where you, uh, went to the sign in, um, you would, instead of clicking on sign in, you would click claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll just scroll down and you know, it's telling you there where you can sign in and register for your online service and our account and you just go on down and keep scrolling down to you get to the documents and the the first one you should see should be the accident claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just keep scrolling until you get to the one that you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Now I'm assuming it's the same one that I've used before C101-0720.
[AGENT][NEUTRAL] Look.
[CUSTOMER][NEUTRAL] Is that still uh
[AGENT][NEUTRAL] Uh, let's say, authorization. Um, was that that cancer? Let me see if that's it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Did you say C L F O R M dash cancer 1222?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Uh, no, ma'am. It's C101-0720.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just kind of looking to see what all different forms they have here, miscellaneous treatment services requests.
[AGENT][NEUTRAL] That you're right there under the um.
[AGENT][NEUTRAL] OK. On page 1, the 3rd form down, I do see cancer claim form.
[AGENT][NEUTRAL] Um, and I don't, there's 3 pages, but it's not all just, you know, uh, claim forms, it's different things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I believe it's gonna be that cancer claim form since that's what you have is a cancer policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, did you, did, were you able to get your online service centers account set up?
[CUSTOMER][NEUTRAL] Um, I haven't worked on it anymore. I've gotta do the username and password, but I don't think I'm gonna have any trouble.
[AGENT][NEUTRAL] OK, real quick, I'll let you know that um when you go to set up your password, it does not like for you to use any part of your email address, OK?
[CUSTOMER][POSITIVE] It looks good.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It wants you to be very secure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, well, OK, I will work on that right now. I really appreciate your help so much.
[AGENT][NEUTRAL] Certainly. So is there anything else we can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, ma'am. I think that's it. I appreciate it. You have a great afternoon.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] You as well, and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.