AccountId: 011433970860
ContactId: 665c3ea9-d519-4ec4-a961-80d61b124e26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402739 ms
Total Talk Time (AGENT): 108753 ms
Total Talk Time (CUSTOMER): 99455 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/665c3ea9-d519-4ec4-a961-80d61b124e26_20250217T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm trying to, uh, file a claim and I went to the APL website and I'm trying to set up uh.
[CUSTOMER][NEGATIVE] New user account and it says it doesn't recognize me.
[AGENT][NEUTRAL] OK. Uh, your name is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] 0688
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] OK. And the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and it's still giving you an error message when trying to set up. Are you adding your social on the site uh when you select new user and then individual, um, are you in your social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I'm entering the policy number.
[AGENT][NEUTRAL] Uh, no, sorry, you have to enter your social, and once you do that, it should let you go to the next step, which is setting up a username and password.
[CUSTOMER][NEUTRAL] OK, give me a minute.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, so it worked.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, sir. It should go to the next step to where you can set up a username and password.
[CUSTOMER][NEUTRAL] OK. Give me a minute and I'll do that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, almost done. Um.
[CUSTOMER][NEUTRAL] One symbol is that for my username or my password?
[AGENT][NEUTRAL] Uh, for your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get that in there.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, so your account has been successfully created.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] Looks like I'm in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I should be able to view your policy.
[AGENT][NEUTRAL] And then if you're, you say you were gonna try to follow um submit a claim, correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I've got a bunch of paperwork here.
[AGENT][NEUTRAL] OK, um, you should see, need to file a claim, start now or it should say something like filing a claim. Is this for wellness or is this for a regular claim?
[CUSTOMER][NEGATIVE] It's, it's cancer.
[AGENT][NEUTRAL] OK, so, um, give me one moment so I can tell you exactly.
[AGENT][NEUTRAL] OK. It should say something like my claim, need to file a claim, and then it has a green button that says start here. Um, you just follow the prompts and
[AGENT][NEUTRAL] That way you'll be able to upload the documents and then once you hit complete, uh you should receive a confirmation number that has been uploaded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So select the coverage and insurance.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, I appreciate your help.
[AGENT][NEUTRAL] You're welcome. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I, I appreciate it. I think they said it takes 7 to 10 days to get it going and then.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It started in October, so am I within the time limit to file a claim?
[AGENT][NEUTRAL] Uh, we don't have a time limit for claim submission.
[CUSTOMER][NEUTRAL] OK, I've been a little slow getting it all together.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, thank you very much. I appreciate your help.
[AGENT][POSITIVE] Are you, you're welcome and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.