AccountId: 011433970860
ContactId: 7825b7fe-205a-437e-8c23-6b014c8bf107
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372260 ms
Total Talk Time (AGENT): 142029 ms
Total Talk Time (CUSTOMER): 94601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7825b7fe-205a-437e-8c23-6b014c8bf107_20250318T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling HTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII], and I was trying to verify my information, so I tried to.
[CUSTOMER][NEUTRAL] See if I could file a claim online uh for being in the hospital last month.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] Um, but I don't, it, it's like saying my information and can't find it.
[AGENT][NEUTRAL] OK. All right, [PII], I can help you with the online service center and verifying your policy. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I, I'm at work and I'm looking for it and I don't see it anywhere. I tried to get, put my social security in there and I didn't do that. It didn't, it didn't work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Why don't you go ahead and give me your social security number and that'll pull in your policy for us.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, let me see if I can find you real quick.
[AGENT][NEUTRAL] OK, [PII], can you please um give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then can you please also verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, the address should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then what's your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat it because I'm having to add it in because that has to be in in order in order for you to use the online service center so let me repeat it back and make sure I've got it correct. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then can you also give me your phone number?
[CUSTOMER][NEUTRAL] Alright [PII].
[AGENT][NEUTRAL] Thank you sir and if we get disconnected [PII] is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. All right.
[AGENT][NEUTRAL] So, if you wouldn't mind, well, let me check your other policies too, because it's gonna use all of them. Let me make sure everything's updated.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Let's make sure all your policies have everything in there they need to have.
[AGENT][NEUTRAL] I'm adding in your phone number now because that also is.
[AGENT][NEUTRAL] Something that has to be there.
[AGENT][NEGATIVE] Couple of them were missing it.
[AGENT][POSITIVE] I appreciate you bearing with me while I.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Add all this in there for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one more to look at.
[AGENT][NEUTRAL] OK, if you wouldn't mind, can you please go back into the um well get completely out and then try to get back in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now that I've got that address added and that phone number, the email address added and phone number added.
[CUSTOMER][NEUTRAL] What, uh, what is it [PII] I think.
[AGENT][NEUTRAL] Oh, it's secured, [PII]
[CUSTOMER][NEUTRAL] I forget that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] I think it's just individual.
[AGENT][NEGATIVE] I'm sorry, I'm having a hard time hearing you.
[CUSTOMER][NEUTRAL] I think it's just I'm an individual with an APL insurance policy.
[AGENT][POSITIVE] Yes, yes, sir, that's the one you're gonna choose.
[CUSTOMER][NEUTRAL] Should I use the policy number or the social security number?
[AGENT][NEUTRAL] Your social.
[CUSTOMER][NEUTRAL] Well, OK, now it's allowing me to create an account, so it went through.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] That's what we needed to do was just add those two things, those two little bitty things, made it, made it wreak havoc on you. OK. Is there anything else that I can help you with before we go, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Mm, right.
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] OK, well, you have a wonderful night and thanks for calling APL. You're welcome, sir.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] You too bye.