AccountId: 011433970860
ContactId: 48caf650-433f-4baf-b975-f577cf7151f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269220 ms
Total Talk Time (AGENT): 99176 ms
Total Talk Time (CUSTOMER): 117021 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/48caf650-433f-4baf-b975-f577cf7151f7_20250129T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and I work for um ACT in Tson, [PII], and I had um called your office and got some disability claim forms sent to me via email and um I did get them, however, I wanted to do to complete my online electronically and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I can't get back into the portal. Uh, I thought I had written down the um user name and password, but apparently not. I can't find it and I've forgotten it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][POSITIVE] OK, Miss [PII], I can definitely help you with that. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you so much, Miss [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Yeah, I have.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't see your policy number.
[CUSTOMER][NEUTRAL] On here.
[AGENT][NEUTRAL] I can look it up with your social security number if you'd like to give that to me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got you pulled up right here. Can you verify your date of birth for me, ma'am?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, [PII], um, email address is [PII].
[AGENT][NEUTRAL] OK. And then the cell phone number that, uh the phone number you gave me to call you back on, is that your cell phone, Miss [PII]?
[CUSTOMER][NEUTRAL] It it is.
[AGENT][NEUTRAL] OK, alright, let me see if I can get in there so I can give you your username again for the online service center.
[CUSTOMER][NEUTRAL] OK, can you, can, can you give me the policy number before?
[AGENT][NEUTRAL] Yes, ma'am. It's 198.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 3877.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1983877
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, OK, alright, now the user name.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. OK, your your username is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You should be able to get in.
[AGENT][NEUTRAL] With that and then if you don't remember your password it'll give you an option to reset your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, let me see. OK, thank you so much. Alright, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very well [PII] you have a good rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh, can you answer one more question for me? Did you all receive the, um, did you all receive the claim form from the my physician?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Could you tell me that?
[AGENT][NEUTRAL] Let me look real quick, let me look real quick and see if we've received we have um.
[AGENT][NEUTRAL] A claim form for disability that was reported on 128.
[AGENT][NEUTRAL] Which was yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's in progress.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[CUSTOMER][POSITIVE] Uh-huh, you have a good day bye bye. Uh-huh, uh-huh bye bye.
[AGENT][POSITIVE] You have a good day thanks for calling APL.
[AGENT][NEUTRAL] Bye.