AccountId: 011433970860
ContactId: 8bc3d5ef-1d7e-4c4b-b6cb-77f1546cd287
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246100 ms
Total Talk Time (AGENT): 111792 ms
Total Talk Time (CUSTOMER): 73775 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8bc3d5ef-1d7e-4c4b-b6cb-77f1546cd287_20250620T16:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just calling to uh file a claim.
[AGENT][NEUTRAL] OK, are you wanting to check on a claim or is it for yourself or?
[CUSTOMER][NEUTRAL] Yes, for myself.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I think it's 237-547-5.
[AGENT][NEUTRAL] And could I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Uh, can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And then can you verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email should be.
[CUSTOMER][NEUTRAL] I think it's cheaper around one.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[AGENT][NEUTRAL] And then Ms. [PII], can you um give me a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're wanting to check on a claim, is that right?
[CUSTOMER][NEUTRAL] Well, no, ma'am, I want to file one.
[AGENT][NEUTRAL] Oh, OK. Um, and was that for the period of [PII]?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you want to fax that, or, um, you can, you should be able to create an account on our online portal if you'd like to do it like that, or you can mail it.
[CUSTOMER][NEUTRAL] I think I have one, what do I go to online?
[AGENT][NEUTRAL] Um, you go to [PII].
[AGENT][NEUTRAL] Um, we have
[CUSTOMER][NEUTRAL] OK, and just upload it.
[AGENT][NEUTRAL] Well, we've recently upgraded our website, um, so you're gonna need to um create an account.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, so you'll go to create your OSC account. Now, do you guys still have access to that email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, to that website, I think I do.
[AGENT][NEUTRAL] Well, the email address you gave me, the ISD email address.
[CUSTOMER][POSITIVE] Yes. Yes, I'm, I still have access to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, cause it's gonna ask for that.
[CUSTOMER][NEUTRAL] So it's the same.
[CUSTOMER][NEUTRAL] OK, so it's the same, go through the same email but just create a whole another one.
[AGENT][NEUTRAL] Yes, you'll create your OSC account. You only have to fill in, you're the insured, and then you'll only have to fill in the boxes that have the red asterisk in the upper right hand corner and then it'll ask for your last name, date of birth, and that email address.
[AGENT][NEUTRAL] It's gonna um ask you to send a verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That'll go to your email.
[AGENT][NEUTRAL] Then you'll create your password.
[AGENT][NEUTRAL] Once that's complete,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So then log in, it'll ask to send another verification code to your email. You'll enter that and then you should be in the system. You can file a claim on your dashboard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that was it. Hopefully I can, uh, get it done.
[AGENT][POSITIVE] OK, if you have any issues just give us a call back, we'll walk you through it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, cause some of my information is still in there, right?
[AGENT][NEUTRAL] Yes, it's, yes, we've got all your information still obtained in our system, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.