AccountId: 011433970860
ContactId: 486420fa-5819-4bdf-9eb5-4ec60c07f890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431980 ms
Total Talk Time (AGENT): 109234 ms
Total Talk Time (CUSTOMER): 241284 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/486420fa-5819-4bdf-9eb5-4ec60c07f890_20250417T19:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes [PII], um, maybe I should be talking to customer service but I tried to file a claim online and I believe I've registered with the APL company before, however, um.
[CUSTOMER][NEUTRAL] I it's not saying that it's found me.
[CUSTOMER][NEUTRAL] So I have a claim to file and um I am a former employee of one of the companies that you support, however, my benefits I'm told are good till the end of the month.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Sure it's [PII] and that is also the phone number on the account if you need that as well.
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] I I I do 02573221.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]. I used the initials [PII].
[AGENT][NEUTRAL] And your, can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Sure, address [PII] or you might have a PO box if you need that I can give it to you. Uh, email address is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the one we have. And your email address?
[CUSTOMER][NEUTRAL] Email is either gonna be the work email, um, but I'm, I'll try personal first. So that's [PII].
[AGENT][NEUTRAL] That's the one we have.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEGATIVE] And I tried to log in online and it said that it couldn't find me. I tried to register, it said that I didn't have an account, so I have an account.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It just won't let you in.
[CUSTOMER][NEUTRAL] It won't let me in to file a claim and to look at my, you know, to see what benefits I have, but I purchased GAP and I also purchased, I think it was the hospitalization, and I had to go for an MRI and I met my $1000 deductible. So I was looking to get reimbursed for that.
[CUSTOMER][NEUTRAL] Or medical bills paid, either one.
[AGENT][NEGATIVE] I'm not sure why it's not, what is it telling you when you're trying to get into your account?
[CUSTOMER][NEGATIVE] Well, when I try and register, um, it's like no member found and then I try with the email address uh that I registered and it says
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What did it say?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No accounts, something about no accounts. So then I go to try register and it says you're.
[CUSTOMER][NEUTRAL] Basically you're not found.
[CUSTOMER][NEUTRAL] I can go down there and try to do it with you on the phone if you like.
[AGENT][NEUTRAL] Did you go to [PII]?
[CUSTOMER][NEUTRAL] I reached out to my benefits company, um, Questco. They sent me the link and I'll go check it out right now. I'm on my way down to my office.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So we can look at this.
[AGENT][NEUTRAL] Yeah, when you go to [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so let me.
[CUSTOMER][POSITIVE] Get signed in real quick.
[CUSTOMER][NEUTRAL] There we go. So like I'm at [PII].
[AGENT][NEUTRAL] And you put your username in?
[CUSTOMER][NEUTRAL] Um, it says based on your.
[CUSTOMER][NEUTRAL] Well, it says, so when I register try and register is based on the information an account already exists so.
[CUSTOMER][NEUTRAL] I go and I try and log in and I put my username, which I would have thought to be.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I've tried multiple actually. [PII] or [PII].
[CUSTOMER][NEUTRAL] Um, are you able to see what my username is?
[AGENT][NEUTRAL] No, ma'am, I'm not. I can give you the customer service, they would be able to.
[CUSTOMER][NEUTRAL] OK, let's go over there. Let's try that then.
[AGENT][NEUTRAL] OK, hold on just a moment. Let me see if I can get you someone, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Invalid user name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I have a lady on the phone that's trying to get in her online service in her account.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, let me have that policy number, please.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] She does not remember her username. I can't see that, so I don't know.
[CUSTOMER][NEUTRAL] OK, do you have the policy number? That's fine.
[AGENT][NEUTRAL] How to help her.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 573-221
[AGENT][NEUTRAL] It is the insurer.
[CUSTOMER][NEUTRAL] Alright, give me one moment.
[AGENT][NEUTRAL] I verified her date of birth, address, email address, and all that.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] You are awesome do you verify her phone number?
[AGENT][NEUTRAL] I did not. Oh yeah, I did. [PII].
[CUSTOMER][NEUTRAL] OK. Oh, OK.
[CUSTOMER][NEUTRAL] No, that's fine. I just wanna make sure because everything has to be correct in the system or it will not work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I verified all that. I just don't know how to help her get into the online service center.
[CUSTOMER][POSITIVE] You're awesome. Thank you, dear.
[CUSTOMER][NEUTRAL] You're fine. I will help. Is this, oh, how do you
[AGENT][NEUTRAL] I call her AJ, so I don't know how do you say her name. [PII].
[CUSTOMER][NEUTRAL] Is that what she said? She goes by.
[AGENT][NEUTRAL] AJ.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She says AJ, OK, put, put, put Miss [PII] through.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All [PII]. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you, dear. Have a good day.
[AGENT][NEUTRAL] Mhm. Bye-bye. You too.
[CUSTOMER][NEUTRAL] I