AccountId: 011433970860
ContactId: 8e18b1fa-e2ce-4246-9c52-cc384dc5b44f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303260 ms
Total Talk Time (AGENT): 110740 ms
Total Talk Time (CUSTOMER): 128243 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8e18b1fa-e2ce-4246-9c52-cc384dc5b44f_20250414T19:02_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] It
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I got the text saying that my claim has been processed and I could look it up online, but my problem is I, I was an employee for several years, but I've been retired for how long have I been 13 years and uh when I go in it to it, it won't let me come in as a new individual.
[CUSTOMER][NEUTRAL] And I have no idea what my username and patent words were when I was working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the claim status and I can look into the online service center and um get your username for you. And Mr. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and I don't, I don't have the policy. I don't, I can give you my claim numbers you can look on there and see what it is.
[AGENT][NEUTRAL] Oh, sure, that's fine.
[CUSTOMER][NEUTRAL] But I have two claim numbers 3582629.
[CUSTOMER][NEUTRAL] And I don't know one's on my wife and one's on me 358-837-2.
[AGENT][NEUTRAL] The last one was 358-837-2?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 358-837-2, yeah, that's correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, wait a minute
[AGENT][NEUTRAL] The 1st, well, let me try the 2nd 1.
[AGENT][NEUTRAL] 886
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] The first one is 3582629?
[CUSTOMER][NEUTRAL] 352-358.
[CUSTOMER][NEUTRAL] 262-935-82629
[CUSTOMER][NEUTRAL] The second one is 358-837-2.
[AGENT][NEUTRAL] All right, and I have your policy here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let's see what happened here. Um, for, so for both of the claims they have been paid, um, your wife's claim is 3587629.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] But they were both received on [PII].
[AGENT][NEUTRAL] Um, hers processed on [PII], yours on the [PII]. So for yours, there's a payment of $7,411.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's being paid to you and it looks like this is via check. And then let me see for Mrs. [PII].
[AGENT][NEUTRAL] And for Mrs. [PII], it's $7,069.82.
[CUSTOMER][NEUTRAL] All right, well, that's really the main thing I want to know, uh, but, uh, uh, what I, I guess it's gonna take me out of the system under my old username and password, but that was when I was an employee, so I don't know. I, I really, I just want to see how much the check was was the main thing I was calling about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, alright, listen, but, but I'll, I'll try to get it set up. What would I have to do? Just get him to take my name out and then go in as a new entry? That's what I thought I'd probably do.
[AGENT][NEUTRAL] Well, no, so your policy.
[CUSTOMER][NEUTRAL] If you can just
[AGENT][NEUTRAL] The policy is active, so I can give you your username and then I see here it says the password expires or expired, so I can reset that for you.
[CUSTOMER][NEUTRAL] That the
[CUSTOMER][NEUTRAL] OK, but it what what what was my user name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, that sounds about right. OK, and then I, so if I go in there I can get now that I got that I can go back in and just change the password, right?
[AGENT][NEUTRAL] Mhm. Just use that reset password code or link there.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][POSITIVE] Alright, Mr. [PII]. Was there anything else I can help you with? Alright, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] That's all I needed.
[CUSTOMER][NEUTRAL] You do too bye bye.
[AGENT][POSITIVE] Thank you