AccountId: 011433970860
ContactId: 59adee2e-e15b-4094-9fd9-6e788cae5627
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240080 ms
Total Talk Time (AGENT): 89674 ms
Total Talk Time (CUSTOMER): 128307 ms
Interruptions: 6
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/59adee2e-e15b-4094-9fd9-6e788cae5627_20250602T14:53_UTC.wav
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[CUSTOMER][NEUTRAL] When I need uh portal to uh the students.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I was trying to log into my account to actually look at my claim, but for some reason it's asking me for my email address instead of my user name, so it's not verifying my account, but since I have you on the phone, would you be able to tell me anything about my claim?
[AGENT][NEUTRAL] OK, um, Mr. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have any information with me. I'm at work.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] What was the last one? I'm so sorry.
[AGENT][NEUTRAL] I heard [PII], but not the.
[CUSTOMER][NEUTRAL] No, it's uh [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] See, the screen that you see, is it like the portal of what we see, or is it 3 orange boxes?
[CUSTOMER][NEUTRAL] Cause I don't remember which page it lands on for parent.
[CUSTOMER][NEUTRAL] Like this
[CUSTOMER][NEUTRAL] Like districts and school announcements in the Fort Worth. OK, so, so that's what you see on the left hand side where you see their names. If you click on one of their names, um, it'll open up a sub menu.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK. And Ms. [PII], uh, verify your date of birth, mailing address and the email address for me, please.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Uh, email address, I believe it's [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Now you have a birthday coming Friday.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Happy birthday. Happy pre-birthday.
[CUSTOMER][POSITIVE] Oh yes. Yay.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] She said yeah, OK, see.
[CUSTOMER][NEUTRAL] But there's one that has 4.
[AGENT][POSITIVE] No one wants to get older, but I do love my birthday. Mine is gonna be the following Friday on the [PII].
[CUSTOMER][POSITIVE] Well, happy pre-birthday, awesome.
[AGENT][NEUTRAL] Thank you, ma'am. And I show your claim is um in review. So once they finished reviewing the claim that the claim decision will be mailed, but it looks like it's in review since um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's still in review, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This should be the
[CUSTOMER][NEUTRAL] OK, um, all right, I was just checking, so, um,
[AGENT][NEUTRAL] And as far as the online service center, they changed it, uh, they revamped that center so it asks for your email address, which would be the email address we have in the system, and then they'll email you a verification code.
[CUSTOMER][NEUTRAL] WIT the registration.
[CUSTOMER][NEUTRAL] Registered here.
[CUSTOMER][NEUTRAL] Yeah, and it wouldn't let me log in so I guess I need to create the account with my email address now, correct?
[AGENT][NEUTRAL] You may have to. Yes, ma'am, um.
[CUSTOMER][NEUTRAL] Yeah, because I didn't, yeah, because before I had a, a user name.
[AGENT][NEUTRAL] Yeah, uh, it's they revamped it this weekend.
[AGENT][NEUTRAL] Yeah, I think they start with the username and deal with the email address now, yes, ma'am.
[CUSTOMER][POSITIVE] OK. Good to know.
[CUSTOMER][POSITIVE] OK. Sounds good. OK, thank you so much for your help. I really do appreciate it. Have a great day and enjoy your birthday.
[AGENT][POSITIVE] You too. Enjoy your birthday, Ms. [PII]. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye.