AccountId: 011433970860
ContactId: 848065c4-3cf7-48ee-b13f-93b5424644a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479700 ms
Total Talk Time (AGENT): 148867 ms
Total Talk Time (CUSTOMER): 114783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/848065c4-3cf7-48ee-b13f-93b5424644a6_20250603T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I wanted to check on the status. Uh, we have two things, but one is I want to check on the status of my claim.
[AGENT][POSITIVE] OK, I'm happy to check on your claim. Do you by chance have your policy number?
[CUSTOMER][NEGATIVE] No, cause I can't get online.
[AGENT][NEUTRAL] OK, all right, let's look it up. So we can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] I'll give me my first, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I, what was your first and last name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII], let me pull that, pull this up here.
[AGENT][NEUTRAL] And then I'll need your date of birth and address, please.
[CUSTOMER][NEUTRAL] It's [PII] and my address is [PII].
[CUSTOMER][NEUTRAL] I'm gonna be 1 2nd.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Was the claim under your name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on the accident policy, I do see it looks like you reported a claim on last Thursday. That one is still showing in progress, nothing has been decided upon that one.
[CUSTOMER][NEGATIVE] OK, it's just, it's, it's just an extension of it didn't give me all the benefits for the 21 to 2 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, OK, yeah, so it looks like we did receive it on last Thursday, but they have not um done any additional benefits or anything on it yet, so it just needs some more time.
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][NEUTRAL] It says in progress, you said?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK. And my next problem is I can't get online.
[AGENT][NEUTRAL] OK, so the online service center did change last Friday we launched a new platform and so if you have not you when you get to the site and you click on the sign in option you're gonna need to create a new username and a log in so you need to click create your OSC account um going OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did that.
[CUSTOMER][NEGATIVE] It said it couldn't recognize my email address.
[AGENT][NEUTRAL] So the email that you have on here is your [PII], is that right?
[CUSTOMER][POSITIVE] Yes, that is correct, yes.
[AGENT][NEUTRAL] OK. And the zip code is [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] So yeah, as long as you're using the same email.
[AGENT][NEUTRAL] It should um.
[CUSTOMER][POSITIVE] Yeah, I did it
[CUSTOMER][NEUTRAL] I mean, I did it by my social security number, but
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Right, so it should ask for your last name, it should ask for your last name, social, zip, email, and date of birth.
[CUSTOMER][NEUTRAL] Because it says remember
[CUSTOMER][NEUTRAL] Did that.
[AGENT][NEUTRAL] Are you in front of a computer? You can try it again because I can't really.
[AGENT][NEUTRAL] Help troubleshoot unless you're in front of your email because it sends verification codes like you have to be able to check your email.
[CUSTOMER][NEUTRAL] Yeah, I can check my email.
[CUSTOMER][NEGATIVE] It says error no user was fine with this information. Please try again. error persists call customer service.
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEGATIVE] Oh, wait a minute. I think it has the wrong birthday in it, so that probably didn't help.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, now lets me go forward.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now this wasn't on here before.
[CUSTOMER][NEUTRAL] This type of verification please.
[CUSTOMER][NEUTRAL] And very.
[CUSTOMER][NEUTRAL] I didn't do this before. I don't think I went this far before.
[CUSTOMER][NEGATIVE] It might be the problem.
[CUSTOMER][NEUTRAL] So I just need to get the code from my email, right?
[AGENT][NEUTRAL] Right, so you're gonna put in the code.
[AGENT][NEUTRAL] And then, um, once you put in the code, you'll have to click verify email, and then you're gonna create your password.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] didn't go this far last time, so it might be different now.
[CUSTOMER][NEUTRAL] Last time it just took me right to the site after I did that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which didn't let me log in anyway.
[CUSTOMER][NEUTRAL] It's just different.
[CUSTOMER][NEUTRAL] Password entry, you know.
[CUSTOMER][NEUTRAL] OK, yeah, you don't let me see them.
[AGENT][NEUTRAL] If you put in yeah the the email and password, it probably is gonna ask you to put in another verification code again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That interests do not match. What do you mean they don't match.
[CUSTOMER][NEUTRAL] I think it's letting me. Oh wait, it does ask for another code, but that should be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] don't know what it did. That could be good. All right. Thank you so much for your help. I appreciate it. All right, bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Bye-bye.