AccountId: 011433970860
ContactId: 738fde3c-cb90-421c-b1ec-12ef6f632a8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396679 ms
Total Talk Time (AGENT): 113182 ms
Total Talk Time (CUSTOMER): 181598 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/738fde3c-cb90-421c-b1ec-12ef6f632a8e_20250618T15:50_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I need to submit a claim, but for some reason.
[CUSTOMER][NEUTRAL] It's saying that my email.
[CUSTOMER][NEUTRAL] Isn't like, did you change your website?
[AGENT][NEUTRAL] We did. Are you at [PII]?
[CUSTOMER][NEUTRAL] I believe I am, I am.
[CUSTOMER][NEUTRAL] Public.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02598257 ML8.
[AGENT][NEUTRAL] And can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII], and my birthday is [PII].
[AGENT][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] And what is the email address that we have on file? there is no email address on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] There is no email on file.
[AGENT][NEUTRAL] What is a good callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Well, I always, I always
[CUSTOMER][NEUTRAL] I always get in at [PII].
[AGENT][NEUTRAL] OK, so could you go to, you have to create a new account.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] So it says
[AGENT][NEUTRAL] Log in and it says create your online account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you're gonna, you're the insured. Would you like for me to walk you through it or do you not no longer need assistance?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Sure, let me try.
[CUSTOMER][NEUTRAL] Uh, [PII] log in.
[CUSTOMER][NEUTRAL] Online service
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Uh, how do I get out of here?
[CUSTOMER][NEUTRAL] Uh, online service create your, OK, so I am in, do I, am I a group or insured provider?
[AGENT][NEUTRAL] You're the insured, you're the insured, you're, you're the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A provider is a doctor, a group is an employer.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Do you wanna hit next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then put all the information that is requesting.
[CUSTOMER][NEUTRAL] So, OK, cause my
[CUSTOMER][NEUTRAL] OK, so my husband is the owner, but I just do it as for my family since there's other members there, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] OK. So the member ID mhm.
[AGENT][NEUTRAL] So for the member ID is 02598257.
[CUSTOMER][NEUTRAL] OK, and then residential zip code [PII] and then my email.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this [PII] [PII] and then this will be.
[CUSTOMER][NEGATIVE] Er no user was found.
[AGENT][NEUTRAL] Whose birthday did you put in?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Whose birthday did you put in your spouse's or yours?
[CUSTOMER][NEUTRAL] Mine
[CUSTOMER][NEUTRAL] Should I put his?
[AGENT][NEUTRAL] So this, yes, this is your spouse's policy, so try with his date of birth.
[CUSTOMER][NEGATIVE] The user was not found.
[AGENT][NEUTRAL] Do you have your spouse's social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Enter it where it says social or member ID.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The 49 digits being his date of birth.
[CUSTOMER][NEUTRAL] Swing his social security, our residential email, um.
[AGENT][NEUTRAL] What is the email that you're putting in?
[AGENT][NEUTRAL] Because there is no email on file here.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We are [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, try it now with it.
[CUSTOMER][NEUTRAL] And go back and try again.
[AGENT][NEUTRAL] Is there, it's not a G in the email, correct?
[CUSTOMER][POSITIVE] In mine, the one that I use, that I've always used, I've never used his email. I've always used mine because I'm the one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's [PII] and your last name and a [PII] added to the last name [PII].
[CUSTOMER][NEUTRAL] In charge of our.
[CUSTOMER][NEUTRAL] No, ma'am. It's [PII] like doctor.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so now try it and see what it does.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yay, perfect.
[AGENT][NEUTRAL] So there should be a confirmation number that was sent to your email for you to be able to set up your password and username.
[CUSTOMER][NEUTRAL] This page is ask you to confirm that you want to leave information you entered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, has anything changed about uploading, uh.
[CUSTOMER][NEUTRAL] A, uh, sorry, um, a claim.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, it's the same? OK, perfect.
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][POSITIVE] Thank you so much for your help today.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks, goodbye.