AccountId: 011433970860
ContactId: 886957e6-055d-4147-9a3a-0db664cf0d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573820 ms
Total Talk Time (AGENT): 176542 ms
Total Talk Time (CUSTOMER): 171708 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/886957e6-055d-4147-9a3a-0db664cf0d24_20250116T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm trying to file a claim online and it's telling me no user was found with the information that was entered. Um, we're a new user or I'm a new user, um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, Ms. [PII].
[CUSTOMER][NEUTRAL] Can you look at that? I can give you my policy number.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, I'll help you.
[CUSTOMER][NEUTRAL] 10521 OK 100521.
[AGENT][POSITIVE] Thank you Ms. [PII] and then what is your uh um callback number just in case the call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yeah, let me give you my cell phone number is, um, I'm on my work phone right now, but you can call my cell phone which is [PII].
[CUSTOMER][NEGATIVE] And I'll give you my work phone which is um I probably won't answer because I don't it didn't come up in my caller ID so just call my cell phone.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much. And then let me go ahead and pull that policy in.
[AGENT][NEUTRAL] 100521.
[CUSTOMER][NEUTRAL] OK. We spoke with somebody.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry. Yes, Ms. [PII].
[CUSTOMER][NEUTRAL] So, yeah, it doesn't matter. I, I know.
[CUSTOMER][NEUTRAL] The son
[AGENT][NEGATIVE] And I used to work with a lady with that last name and knew it, but when I tried to read it just then it just didn't trigger.
[CUSTOMER][NEUTRAL] It does, it does, it doesn't look like it sounds.
[AGENT][NEUTRAL] Yes, ma'am. OK, Ms. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons, I'm going to need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK. Address is um [PII]. Um, my, my email is [PII].
[CUSTOMER][NEUTRAL] What else did you need date of birth?
[AGENT][NEUTRAL] No, ma'am. I've got your date of birth, um, you already verified that for me. OK, let's look at the policy. I wanna make sure that we've got everything that we need, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you using your email address in the online service center?
[CUSTOMER][NEGATIVE] It's not even letting me no I was using my husband's.
[AGENT][NEUTRAL] OK alright let me pull up the online service center and see if I can look at it, see if there's anything I can.
[CUSTOMER][NEUTRAL] I could, I could use mine. I hadn't thought about that, but I'm at work and he's a, he's hunting, so I was, I would have to call him if there was any code sent to his phone. I don't even know if I could get hold of him.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so on um the policy we can't um it has to match what the account holder's information is which is your husband.
[AGENT][NEUTRAL] And looking at um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The online service center I do show that you guys have never signed up for it. I want to make sure that.
[AGENT][NEUTRAL] We've got everything correct, which you verified for me. Uh, the address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] You'll have to give me the phone number that's on the policy.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, oh, now that's been many, many years ago. Let me see if it's here [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK good good
[AGENT][NEUTRAL] OK, so all those things have to match in order for you to be able to get into the online service center, the phone number, the email address and the physical address all have to be correct in order to get in and sign up as a new user.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well I'm signing into new user and I key in last name, his social security number, my residential zip zip code, his email, and his date of birth, and it says for me to call y'all that there's a problem.
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEGATIVE] Please try again. I've tried multiple times. If this error persists, please contact customer service.
[AGENT][NEUTRAL] OK. And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, that's correct.
[AGENT][NEUTRAL] There shouldn't be any reason why you can't.
[AGENT][NEUTRAL] Into it, um, everything is matching.
[AGENT][NEUTRAL] And unless I speak to [PII], I won't be able to.
[AGENT][NEUTRAL] Help you get in because it's a HIPAA violation for me to do that is he where I can get a verbal consent?
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] Um, we gave consent yesterday.
[AGENT][NEUTRAL] Discuss on how to get in.
[CUSTOMER][NEGATIVE] You're, you're cutting out real bad.
[AGENT][NEUTRAL] OK, the verbal consent last, I'm sorry, the verbal last one.
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEGATIVE] I can't hear you. It's cutting out really.
[AGENT][NEUTRAL] The verbal consent lasts for one day.
[CUSTOMER][NEUTRAL] Oh, it only left so you'll have to call him again.
[AGENT][POSITIVE] Oh goodness. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, it lasts for one day. Now we do have a.
[CUSTOMER][NEUTRAL] Um, well, his number is that [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, I can't hear you at all.
[AGENT][NEUTRAL] We do have a um 3.
[AGENT][NEUTRAL] OK, hold on real quick.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] A test. What am I supposed to one time? Oh, she was doing OK for the signature. I got you. Yeah, I got you this morning still name on it. OK, so she told us to watch for those, and so I called her and she called them and told me to do another one just to check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm