AccountId: 011433970860
ContactId: 8af13eb6-321e-4af8-aa6d-05bbbbe7e41c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330380 ms
Total Talk Time (AGENT): 118197 ms
Total Talk Time (CUSTOMER): 187537 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/8af13eb6-321e-4af8-aa6d-05bbbbe7e41c_20250604T12:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, good morning. I, I had turned in a claim a few weeks ago and then I was just trying to log in to see the status. I had gotten the, uh, excuse me, a letter from you all stating that it, the claim had been started and I can't log in. I've never had it asked for like my email address. It usually asks for my username and you know.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah, so I don't know if I'm OK, so I don't know what I'm doing wrong.
[AGENT][NEUTRAL] So we actually did change our site uh last Friday so we have um updated the website. Everybody needs to go back on and create a excuse me, a new username and password. Your username going forward will be your email so on the login page you do need to click create um OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I did not do it says create your OSC account and I did not do that because I thought I have an account and I think I'm OK. OK, well then I'll go back in and do that. I'm glad you explained that and since I have you on the phone, can you check the um status of the client? I'm not sure if.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] OK, hold on here, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go all from I haven't.
[CUSTOMER][NEUTRAL] I usually just, you know, go in and do it. So let's see here, got all my different.
[CUSTOMER][NEUTRAL] Policy number 01592193.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I could verify uh the name and date of birth please on the policy.
[CUSTOMER][NEUTRAL] It's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then last thing I need is just your physical address and then if you could verify the email.
[CUSTOMER][NEUTRAL] OK, physical address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you needed the email, is that right? I'm sorry, I've had a stroke, so sometimes it's hard for me. OK, and so um the email is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so it looks like you had a claim that was reported back around the [PII] of this month.
[AGENT][NEUTRAL] Does that sound right? Yeah, mhm, of May. I'm sorry.
[CUSTOMER][NEUTRAL] Of May, you mean?
[CUSTOMER][NEUTRAL] Yeah, um, May because it's that's OK because I was saying June earlier, I mean May earlier, so got you.
[AGENT][NEUTRAL] Yeah, yeah, we are already in June, I forget, yes, OK.
[CUSTOMER][NEUTRAL] Well, it's crazy.
[AGENT][NEUTRAL] I know. OK.
[CUSTOMER][NEUTRAL] I didn't know if y'all needed any additional information. Usually you don't, but I thought I just wanna check, make sure you've got everything you need.
[AGENT][NEUTRAL] Yeah, it's not looking like it's asking for anything additional. Um, it looks like it's just pending at this time. There's not been any decision made yet on it. They should be almost, it should be processed pretty soon though. You did submit it on a Friday, which was the [PII]. We were out of the office Monday because, you know, the holiday, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, [PII]. Yes.
[AGENT][NEUTRAL] Yeah, so it's
[CUSTOMER][POSITIVE] And I got a letter on [PII], so yeah, it's just probably and usually I do direct deposit and um I just uh yeah, I wasn't even thinking about the holiday that's correct. I just, when I couldn't log in I thought oh gosh, OK, I'm gonna go back in and and and do all that and then I'll just wait if I, if y'all need anything else. I know y'all will reach out to me and thank you so much for the information.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome, Miss [PII]. I hope you have a good.
[CUSTOMER][NEGATIVE] Always get a little nervous.
[CUSTOMER][POSITIVE] Because I'm sorry, I was just gonna say this is with my former employer and I love y'all's insurance and you've been, you're so prompt and everything I've had to do with any type of claims or anything. I thought, oh [PII], please Region 12, I'm not 12, Region 10, y'all keep APL, keep APL.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Thank you so much and you have a nice day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] OK. OK, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.