AccountId: 011433970860
ContactId: 5d1226ac-8b97-4598-bd0c-ece9ee897eda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217350 ms
Total Talk Time (AGENT): 58742 ms
Total Talk Time (CUSTOMER): 165726 ms
Interruptions: 5
Overall Sentiment: AGENT=3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/5d1226ac-8b97-4598-bd0c-ece9ee897eda_20250204T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I have not been on the online portal in a long time and I have forgotten my user name it says I I've tried my email and I don't know where I have left it and it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know I can get the password reset but I can't figure out what I did with the with my.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My user, oh wait, you know what? I think I just found it. I found it in my notes, yes, before I hang up, let me just because I just found it in my notes, is it, is it, is it case sensitive?
[AGENT][NEUTRAL] Username?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You got it?
[AGENT][POSITIVE] Oh, sure, take your time.
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK hold on let me see let me see user name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I looked in another spot in my phone, so let me see.
[CUSTOMER][POSITIVE] OK, I got you OK.
[AGENT][NEUTRAL] You got it, OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] But if you need anything else, just give us a call.
[CUSTOMER][NEUTRAL] I will, I will now I'm trying to submit, well, you know what, let me ask you this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am because I haven't been in here in a while, OK, I'm uploading something for my husband.
[CUSTOMER][NEUTRAL] And oh Lord, let's see, do I just upload the document? Do I have to like start it?
[AGENT][NEUTRAL] Mhm. That's how you start the claim.
[CUSTOMER][NEUTRAL] Yeah that's how you started is to upload the document?
[AGENT][NEUTRAL] Yes, ma'am. Once you click on that, it's gonna ask you um different questions like which policy if you have multiple, you know, try to get you to the right place and then.
[CUSTOMER][NEGATIVE] How do I know which one it is? It's, um, I don't know what it falls under. I mean, are they gonna deny me if, if I put the wrong thing?
[AGENT][NEUTRAL] Um, I mean, well, no, what options do you see?
[CUSTOMER][NEUTRAL] Well I haven't done it yet let me see hold on OK so claim it let me select claim it's under my husband. OK, it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Active Group Cancer Insurance Group Hospital, I guess it's under group Cancer insurance. I guess that's what it is.
[AGENT][NEUTRAL] What, what is it that you're sending?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's had, he's had, he has to have a colonoscopy. It's a special one at the hospital, but he's not in the hospital. He like goes for 30 minutes. So it's probably just that, it's this, I'm sure. Y'all will tell me if it's not, I'm sure.
[AGENT][NEUTRAL] The cancer.
[AGENT][NEUTRAL] Oh, yes, ma'am, we will. And even sometimes if he comes in and it's under one policy and it's supposed to be the other, they'll just move it to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I figured yes I'm sure y'all are so good about that. OK, I'm gonna upload um.
[AGENT][NEUTRAL] Whichever one
[CUSTOMER][POSITIVE] OK, I think I did it. Oh wow, I think I already did it.
[CUSTOMER][POSITIVE] Y'all are y'all are so good and so easy so thank you so much I appreciate it OK all right well it's submitting so hopefully it's, it'll go up so.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] OK, good. Oh good, that was fast. OK.
[CUSTOMER][POSITIVE] Yes, well, it hasn't. OK, yes, so I, I've got a confirmation and yay, that was easy. Yes, ma'am. Well, thank you so much for staying with that. All right, thank you, ma'am. Have a wonderful day. You too. Bye.
[AGENT][POSITIVE] Oh well then yeah, it's done. Well, you did that, yeah.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Well, thanks for calling APL.
[AGENT][POSITIVE] You too. Have a great day. Bye-bye.