AccountId: 011433970860
ContactId: 8a74bfdf-54d2-4e1b-9f88-0894450af6d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251779 ms
Total Talk Time (AGENT): 100350 ms
Total Talk Time (CUSTOMER): 77417 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8a74bfdf-54d2-4e1b-9f88-0894450af6d1_20250507T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am new to your insurance and I'm trying to set up my online account, but it keeps kicking back that uh no user was found, uh, gave me this number to reach out to.
[AGENT][POSITIVE] OK. Well, I'm definitely sorry you're getting in that error, but I'll be more than happy to help you um get logged into this online service center. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] and uh I'll give you my cell phone is [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] Uh yes, policy number is 02610253.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, you said mailing address?
[AGENT][NEUTRAL] Yes, sir, and email.
[CUSTOMER][NEUTRAL] OK, uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email, um, I don't know if they put it under my work email or my personal, so my work email would be [PII].
[CUSTOMER][NEUTRAL] Or my personal would be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so let me look on my end and see what I can see, um, as to why you're getting that error. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] C0912345.
[AGENT][NEUTRAL] Oh, he already has one.
[AGENT][NEUTRAL] Hello Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So when you're on the um online service center, are you using login or new user?
[CUSTOMER][NEUTRAL] Uh, new user. I clicked I'm an individual with an APL insurance policy.
[AGENT][NEUTRAL] OK. Hold on one second. So, um, do you see cancel to the bottom left of that square?
[CUSTOMER][NEUTRAL] Then I punched
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Alright, so go ahead and click cancel and then the login option.
[CUSTOMER][NEUTRAL] OK, I'm about to log in.
[AGENT][NEUTRAL] Your username is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can use the um forgot password link.
[AGENT][NEUTRAL] A reset password?
[CUSTOMER][NEUTRAL] Did I at some point already set this up and just completely forgot?
[AGENT][POSITIVE] I think so, because when I pulled up your uh your policy, it, it came right up for me and it said active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Uh, sorry about that.
[AGENT][NEUTRAL] It's OK. Were you able to reset your password and get in? Are you OK?
[CUSTOMER][NEUTRAL] I'm punching punching the code in right now to to start that process, yep, no, I should be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APO Mr. [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, you're welcome. Bye bye.