AccountId: 011433970860
ContactId: 5383c1fb-d14b-4dce-951e-28a1b58644c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533299 ms
Total Talk Time (AGENT): 198775 ms
Total Talk Time (CUSTOMER): 217751 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5383c1fb-d14b-4dce-951e-28a1b58644c4_20250313T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hello, how you doing? Um, I'm um trying to um get online to open my account up.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] To file a claim and um they keep saying um something wrong.
[AGENT][NEUTRAL] OK, I can check and see what's going on. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] from [PII] uh excuse me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um do you have the policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have a policy number.
[AGENT][NEUTRAL] OK, and how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, it ain't, I mean, oh no, [PII]
[AGENT][NEUTRAL] [PII] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment, let me see if I can find you.
[CUSTOMER][NEUTRAL] Mr. [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I see
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK. You say based on the information you entered and counted already that's what I'm saying.
[AGENT][NEUTRAL] Oh, OK. I can give you, it's fine. I can give you uh the information I have here and give you instructions on how to get in. May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] But I don't remember the password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][NEUTRAL] The mailing address at the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Alright, so it looks like your username is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Yes, the [PII], so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII] [PII]
[CUSTOMER][NEUTRAL] So [PII]?
[AGENT][NEUTRAL] So the only thing that is capital is the [PII] in the beginning. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, oh, OK, that hyphen, wait a minute.
[CUSTOMER][NEUTRAL] I think I put
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, then reset password.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, the username, the username, let me repeat it again, OK? So we're gonna start with the [PII] M.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your first name which is [PII] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a or a hyphen [PII]?
[CUSTOMER][NEUTRAL] So I put my full name right there.
[AGENT][NEUTRAL] Yeah, it's your full name, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This does not appear to be any reset options set up on your account.
[AGENT][NEUTRAL] You can just go
[CUSTOMER][NEUTRAL] That's what it's saying now. Cause I don't know the password.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And you need to click on forget password after you put your username.
[CUSTOMER][NEUTRAL] OK, let me go back
[CUSTOMER][NEGATIVE] I did click that and it didn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]-2424.
[AGENT][NEUTRAL] [PII]024, 2024.
[CUSTOMER][POSITIVE] OK, all right, sorry about that.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Reset password.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, let me go back. Now it says put my name back in there. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] C R U M.
[CUSTOMER][NEUTRAL] Say from 2024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now choose the delivery option to my number.
[CUSTOMER][NEUTRAL] Oh, I was putting it in wrong, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me know when you're in, OK?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Trying to put it in now H E L L E.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0 77.
[CUSTOMER][NEUTRAL] OK, now let me see.
[AGENT][NEUTRAL] OK, so you're in.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] You're in or is it asking you to reset now?
[CUSTOMER][NEUTRAL] OK, hold on one second, let me make sure.
[AGENT][NEUTRAL] OK, sure, yes, go ahead.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, now I'm in. OK.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If I wanted to, like, I'm trying to file a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To file a claim for my child.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where do I go under, uh, file a claim?
[AGENT][NEUTRAL] Yeah, you're gonna go and click on upload documents or file a claim if you have either or option, um.
[AGENT][NEUTRAL] Do you see the upload document?
[CUSTOMER][NEUTRAL] No. I see claim form, claim status.
[AGENT][NEUTRAL] What options do you think?
[AGENT][NEUTRAL] OK, what other options do you have besides those two?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, little boy, I'm told.
[AGENT][NEUTRAL] What options do you see?
[CUSTOMER][NEUTRAL] That's right, so the time she can spend every day so I'm like, so what happened? She's like, I really don't know. OK.
[AGENT][NEUTRAL] OK, what options do you see?
[CUSTOMER][NEUTRAL] 24.
[AGENT][NEUTRAL] Claim forms? OK.
[CUSTOMER][NEUTRAL] I used to do.
[AGENT][NEUTRAL] OK, you're gonna need, OK, you're gonna need a claim form, but you also should have a a uh link that tells you to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] yeah
[AGENT][NEUTRAL] Are you trying to submit like a wellness claim or is it like a regular claim?
[CUSTOMER][NEUTRAL] OK let me.
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Are you trying to submit a uh wellness claim or is it a regular claim?
[CUSTOMER][NEUTRAL] Yeah. Oh wellness plan.
[AGENT][NEUTRAL] OK, do you see a link that says submit a wellness claim?
[CUSTOMER][NEUTRAL] No, ma'am, I don't see that.
[AGENT][NEUTRAL] Are you into your account, you're in your account, you're looking at your policy number, your information, the claims and all that?
[CUSTOMER][NEUTRAL] Yeah, hold on, let me, uh-huh, OK, my, I see my claim. OK, file a claim I see.
[AGENT][NEUTRAL] Yes, OK, so you're gonna do that. I wanna file a wellness claim and you're just gonna go ahead and fill out all the information and submit it electronically. It's gonna ask you who you want the claim to be for, so you will choose her name.
[CUSTOMER][POSITIVE] OK. All right, thank you so much. I'm in.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. Crum?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right, you do the same thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.