AccountId: 011433970860
ContactId: 86df26bb-426d-44d8-95f1-95e52c73e659
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305059 ms
Total Talk Time (AGENT): 107981 ms
Total Talk Time (CUSTOMER): 112366 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/86df26bb-426d-44d8-95f1-95e52c73e659_20250612T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII]. I was trying to log into my account online and it's not letting me. I don't know if something was changed or I'm not really sure what's going on. It's not letting me log in it says my account doesn't exist.
[AGENT][NEUTRAL] OK, we have recently did an update on our system and you will have to re-enroll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, so how would just create a regular account, a new account?
[AGENT][NEUTRAL] Yes, you would have to do a whole new account.
[CUSTOMER][NEUTRAL] OK, so I could do that myself, right? And it'll just automatically pop up?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and also for your email when you entered in, could you please make sure that you use your personal and not your business email?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much I'll go ahead and do that.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, actually, yes, because it says no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, no problem. May I have that policy number?
[CUSTOMER][NEUTRAL] Um, I don't have it on me right now. Let me see, yeah, I don't have it. I'm at work right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like we don't have an active policy for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, because my policy was over, I believe a couple months ago. I canceled it, but I needed to get in to submit something from when my policy was active.
[AGENT][NEUTRAL] OK, so once the policy term, you don't have access to the portal. So the only way of submitting any claims would either be by fax or mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Fax or mail. OK, what's the fax number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That fax number would be.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm and the mailing address?
[AGENT][NEUTRAL] The mailing address [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII], but could you verify your mailing address and email address for me just in case when we submit the information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's accurate, um, yeah, I'm not sure what address you have on file because I moved at the beginning of the year, so, um, you might have [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so then can we change it because you probably have [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I don't live there anymore.
[AGENT][NEUTRAL] OK. May I have that, the correct one?
[CUSTOMER][NEUTRAL] Uh yeah it's [PII].
[CUSTOMER][NEUTRAL] Southwest 34th Street.
[CUSTOMER][NEUTRAL] Miami, Florida 33165.
[AGENT][NEUTRAL] 33165.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will get that request updated in the system for you. Would you like to enter an email just in case they needed to submit anything to you?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will get that information updated in the system for you and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Um, no, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.