AccountId: 011433970860
ContactId: 8d495bf5-ab60-43f3-8fe5-17230fd0b1e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392480 ms
Total Talk Time (AGENT): 120211 ms
Total Talk Time (CUSTOMER): 97483 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8d495bf5-ab60-43f3-8fe5-17230fd0b1e9_20250205T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello um I am trying to file a claim um on behalf of my daughter, um, and, um, I can't log in.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I don't because I can't get into the.
[CUSTOMER][NEUTRAL] Website to see it, it's um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's telling me there's an error every time I try to I try to change my password and everything and it just keeps telling me there's an error.
[AGENT][NEUTRAL] OK, so you're, you have one set up but you're locked out, locked out of it.
[CUSTOMER][NEUTRAL] Yes, I had filed a claim several years ago and I'm just, and she's in treatment again, so.
[AGENT][NEUTRAL] Oh, OK, OK. Yeah, after a while, it'll lock itself. So, may I have your name, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. Give me just a moment and let me see if I can find you in our system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we can get that we do some verification and then we can get that account unlocked for you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] take just a moment for it to search.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's it's a different way.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh, who is your employer? It's a lot of Scots.
[CUSTOMER][NEUTRAL] Are being
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you. Maybe find you a little quicker that way.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't find you that way either.
[AGENT][NEUTRAL] I found an old policy of yours.
[CUSTOMER][NEUTRAL] Uh, would it be under my daughter's name?
[CUSTOMER][NEUTRAL] Would it could it be under her name?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let let me look at something real quick, but it's.
[AGENT][NEUTRAL] a.m.
[AGENT][NEUTRAL] It should be under your name, but we're gonna, what is your daughter's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to search for her now and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does she have her own policy or?
[CUSTOMER][NEUTRAL] No, it's, uh, it's under my policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because I carry her on my insurance, um, but she's, yeah, she's just been on there.
[CUSTOMER][NEUTRAL] And since then she's turned [PII], but we, she's my dependent so we had to go through some things to do. I don't know if that messes with anything you do or not but.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] I what's Miss [PII]'s date of birth?
[CUSTOMER][POSITIVE] That was fun for me.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], let's OK, I found a policy. Let's verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your address, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And are you still with [PII]?
[CUSTOMER][NEUTRAL] I am, yes, ma'am.
[AGENT][NEUTRAL] OK. Now, uh, they changed, let me look at this.
[AGENT][NEUTRAL] 5669
[AGENT][NEUTRAL] You may need to check with your um benefits department because the the group termed with us, therefore all the policies termed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So you may need to see who they are with now.
[AGENT][NEUTRAL] And if you have a policy under the new provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it may not be with APL anymore, is that what you're saying?
[AGENT][NEUTRAL] Correct, yes, ma'am. I'm not showing a, an active policy with APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, all right, I will, that may be a problem. OK, I will, I will contact them.
[AGENT][NEUTRAL] That baby yourself.
[AGENT][POSITIVE] OK. Thank you. Bye-bye. Yes, ma'am. Thank you. Bye.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate your help.
[CUSTOMER][NEUTRAL] Bye bye.