AccountId: 011433970860
ContactId: 631d0a5d-a520-4f9a-8eec-501ceb01583f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127769 ms
Total Talk Time (AGENT): 20708 ms
Total Talk Time (CUSTOMER): 85625 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/631d0a5d-a520-4f9a-8eec-501ceb01583f_20250509T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, this is [PII]. Uh, my husband called a few minutes ago. We're trying to reset the password and uh so we can file a claim online and he said that if I call they would give me his wife a one time authority.
[CUSTOMER][NEUTRAL] I guess and then they would send me an email and then I could add myself to where I could sign into the portal and file a claim.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] OK, um, I think so. So, um, is, so are you listed under the policy, [PII]?
[CUSTOMER][NEUTRAL] I am listed um but I was trying to file the online claim and the username and password I have it's been a while they said we couldn't do it so I called and she pulled up the account and everything, the policy, and then she said um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The email address I gave her, which was fine. She said that wasn't the one and that she needed to talk to my husband.
[AGENT][NEUTRAL] Oh, OK, so, OK, are we needing to change the email then to your email, is that what you mean?
[CUSTOMER][NEUTRAL] I think so. I'm not sure. They, he just said he talked, talked to y'all and said that they made a note that I was gonna call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And give me permission to
[CUSTOMER][NEUTRAL] Add myself I guess so I could log in.
[CUSTOMER][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] But you want me to give you the policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] Nationwide
[CUSTOMER][NEUTRAL] Hi