AccountId: 011433970860
ContactId: 742c5e24-2f97-4e31-bc02-78353592811e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232139 ms
Total Talk Time (AGENT): 80656 ms
Total Talk Time (CUSTOMER): 123038 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/742c5e24-2f97-4e31-bc02-78353592811e_20250430T20:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to log in at the uh online service center to uh file a claim.
[CUSTOMER][NEUTRAL] Um, but it's, it's not.
[CUSTOMER][NEGATIVE] It's not um it's not working.
[AGENT][NEUTRAL] OK. OK, now I can help you with that. Um, now, what is your name, sir?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] Oh thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you possibly have that um policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I have an in hospital outpatient number. Uh, doesn't matter.
[AGENT][NEUTRAL] OK, it doesn't matter either one of those.
[CUSTOMER][NEUTRAL] OK, 02201436 ML 7.
[AGENT][NEUTRAL] OK, thank you. And can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. um OK, and will you also verify your email address?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, that is what we show um now when you're trying to log into the online service center, are you on a computer or your phone?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The computer, OK, OK, yes, sir.
[CUSTOMER][NEUTRAL] Yeah, a computer.
[CUSTOMER][NEUTRAL] Um, you know, something, maybe.
[CUSTOMER][NEUTRAL] I think um.
[CUSTOMER][NEUTRAL] No, yeah, no, I'm on a computer.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, can I, um, say this, um, it looks like you already have an account set up.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, now I can give you the username and you would have to reset the password. We don't have access to the password, but I can give you your the user name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, um, OK, please.
[AGENT][NEUTRAL] OK. It's your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In all lower case.
[CUSTOMER][POSITIVE] Well, that was an easy one.
[CUSTOMER][NEUTRAL] You gotta do them easy because.
[AGENT][POSITIVE] You're right about that.
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] Uh, um, so many passwords these days, uh, yeah, but I've.
[CUSTOMER][NEUTRAL] Alright, if um.
[CUSTOMER][NEUTRAL] OK, that's why it wasn't let me in because I was already registered.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's right, yes, sir.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Alright, I'll reset the the password.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] Um, no, I, let me just, um.
[AGENT][NEUTRAL] OK. Yes, sir. Yes.
[CUSTOMER][NEUTRAL] Reset your password you gotta use the user name, OK, and then I guess it'll it'll send me an email. OK, alright thank you alright.
[AGENT][POSITIVE] You are welcome. You're welcome. Thank you. OK, bye.
[CUSTOMER][NEUTRAL] OK, bye.