AccountId: 011433970860
ContactId: 9d73d0cb-90ec-4e0c-996b-f941dfa718da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 848130 ms
Total Talk Time (AGENT): 298502 ms
Total Talk Time (CUSTOMER): 354885 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9d73d0cb-90ec-4e0c-996b-f941dfa718da_20250320T17:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], how are you doing?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] I'm great thanks for asking [PII]. I have her insured on the phone. She's calling because she states that she's locked out of her online account and she needs some assistance.
[AGENT][NEUTRAL] OK. Uh, give me just a second. Let me pull this up so I can get in there and help her. What's her policy number?
[CUSTOMER][NEUTRAL] It is 18671.
[CUSTOMER][NEUTRAL] 03.
[AGENT][NEUTRAL] And she's been verified?
[CUSTOMER][NEUTRAL] Yes, I verified all of her information.
[AGENT][NEUTRAL] And her callback number is it the one that she's calling from?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Alright thank you love. I've got her have a good day.
[CUSTOMER][POSITIVE] Thank you. You do the same, [PII]. Goodbye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Hello Miss [PII]. So I'm gonna transfer you over to [PII] in the customer service. She's gonna better assist you with your online account. Thanks for calling APL and have a good day. Good bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] How are you doing? How you doing? I'm all good, thank you.
[AGENT][POSITIVE] I'm doing good too, thank you for asking. So she explained to me that you're locked out and you need to get your information reset so we can get you back in there and running, correct?
[CUSTOMER][NEUTRAL] Yes, I would like to that because I try it through my work computer, didn't work, then I went to my personal one, didn't work either.
[CUSTOMER][NEGATIVE] And it doesn't send me the password neither to my email or to my phone it says that it's locked, so.
[AGENT][NEUTRAL] OK. And can you verify your email so I make sure we have it correct in our system?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] OK, I think I messed up because I put my personal email and it should have been on on this that I was able to log in but my work email is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] It looks like it's set up with your personal email.
[CUSTOMER][NEUTRAL] That's what I tried first and it didn't let me, and I tried both because I have saved on my personal laptop. It's showing me primary email you [PII], and then secondary has the mobile phone number.
[CUSTOMER][NEUTRAL] You know, to resend the verification code to reset the password so you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And it didn't go through.
[AGENT][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I think you set it up with your personal, but I guess somewhere along the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It did get updated, but let me go back and set it up back with your personal email. So what's your personal email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'll go out of the site for me and go back in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I, I unlocked your account and I redid your email, so maybe this is gonna help you.
[CUSTOMER][NEUTRAL] Maybe works
[AGENT][POSITIVE] Maybe this will help you get in. Yeah, I'm hoping you can get in now. I, I just,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It looks, I don't know how that happened though, it's like your work email was in our system, but then we had your personal email on the online service center so.
[CUSTOMER][NEUTRAL] like personal email because that one you can look anywhere.
[AGENT][NEUTRAL] Right, ma'am.
[CUSTOMER][NEUTRAL] From my work
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, we're, you're limited to when you're at work only. I understand.
[CUSTOMER][NEUTRAL] Yeah, so let me try. I closed the top of my personal, and let's see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it came up with the same same thing.
[AGENT][NEUTRAL] It's not letting you in.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] The, the username is [PII] You want me to put my email?
[AGENT][NEUTRAL] OK, so you're gonna have to reset your password and to reset your password you're gonna have to use your username and then once you use your username, it should send a code to your personal email for you to enter it.
[CUSTOMER][NEUTRAL] Yeah, but one question, my username is my email, my personal email, or just what I have?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Which you have [PII] is your username. It doesn't take email.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For username.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I have. [PII] That's my username.
[AGENT][NEUTRAL] Right, and it's all lowercase too, correct, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, all
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's my, it's easier for me to do that way.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] So, uh, for that the reset password should I do?
[AGENT][NEUTRAL] Yes ma'am, that's what you need to select and put your username in there and then it'll send you a code to your personal email.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, Enter your username, honey. Next.
[CUSTOMER][NEUTRAL] Primary email [PII]. OK, I'll try that cause I'm on my laptop.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And, oh, now I see. Enter the verification code. So let me go to my email.
[CUSTOMER][NEUTRAL] To put the verification code.
[CUSTOMER][NEUTRAL] OK let me double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Submit
[CUSTOMER][NEGATIVE] And now it's telling me to create a new password.
[AGENT][NEUTRAL] And it can be something short and sweet. Just make sure you have one cap, one number, and one special symbol, and it, it is not any similarity to your username.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] It show uh uh another password. I didn't put it.
[CUSTOMER][NEUTRAL] And it says confirm password, but I haven't, I haven't put anything, but it's showing something there. Should I just take that out and put a new one?
[AGENT][POSITIVE] Yes, ma'am. Take that out and put a new one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It may, it may be that your computer is recognizing the account website and it's using your old password, but we're resetting it so we don't need to use the old password.
[CUSTOMER][NEUTRAL] It uh
[CUSTOMER][NEUTRAL] It doesn't let me look when I'm typing. Why do you have that on there?
[AGENT][NEUTRAL] It shouldn't allow you to see what you're typing in. Um, I apologize for that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] There's not the I sign there so that I can see it.
[CUSTOMER][NEUTRAL] So, you know, sometimes you make mistakes. I just want to know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It it doesn't let me. Well, I hope I can put the parcel one again.
[CUSTOMER][NEUTRAL] No, it's not the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll try, one lower case, one symbol. I did a symbol. Why is he's asking me a symbol? I did.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] Uh, it should be her.
[CUSTOMER][NEUTRAL] [PII] that is definitely the see.
[CUSTOMER][NEUTRAL] Uh, it's from.
[AGENT][NEUTRAL] Is it still not letting you in?
[CUSTOMER][NEUTRAL] No, so there was an error with your input.
[CUSTOMER][NEUTRAL] One symbol.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] What was the symbol did, did you use?
[CUSTOMER][NEUTRAL] Let me take.
[CUSTOMER][NEUTRAL] Oh, I see, it shouldn't have been that one. Let me check.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Password successfully reset.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] It's showing me the old one, not the new one.
[AGENT][NEUTRAL] The old password?
[CUSTOMER][NEUTRAL] Yes, when I click on the SIM.
[CUSTOMER][NEUTRAL] It clicks on me, maybe because it's the one safe, but that's the the old one. I'm gonna put the new one, OK.
[AGENT][NEUTRAL] Yeah, it's your computer that's recognizing your password. Anytime that you set up a password and you tell your system to, to keep that password, it documents it and sometimes it's hard to overwrite your old password because of that.
[CUSTOMER][NEUTRAL] OK, I did. I put the new one.
[CUSTOMER][NEUTRAL] OK, it went through.
[AGENT][NEUTRAL] OK, so you now are in there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I like to upload. I don't know if I can do it through that site. I had to receipts.
[CUSTOMER][NEUTRAL] I mean, one I, I went yesterday, I got the one from yesterday and then I requested um.
[CUSTOMER][NEUTRAL] Um, a history of that I've been spending since, uh, February.
[CUSTOMER][NEUTRAL] There's a couple of
[AGENT][NEUTRAL] You should
[AGENT][NEUTRAL] Yeah, you should be able to download that information on there.
[CUSTOMER][POSITIVE] Uh, I can upload the files and just put through now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And when would I would like an answer to this?
[AGENT][NEUTRAL] Normally when we, you, yeah, when you upload something we do confirm with you within 24 hours and then once the claim is processed, it's usually 5 to 7 business days, but once the claims processed, you will get an explanation of benefits sent to you, but you can also go out there and check the status of it as well.
[CUSTOMER][NEUTRAL] How long it take?
[CUSTOMER][NEUTRAL] Oh, OK. Well, now that I able to log in, that's different.
[CUSTOMER][NEUTRAL] So my username is [PII] and my email is the [PII]. That's what I just want to make sure.
[AGENT][NEUTRAL] Yes, ma'am. I have updated it to be your personal Gmail and your username is [PII]. Um, we won't, uh, actually you can't even change your username. The only thing you can do is just reset the password if you ever get locked out. Um, and unless you decide to call us and change your email, we won't change that as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so are you gonna be able to see if I send something and it's there? Can you verify that?
[AGENT][NEUTRAL] I don't have access to verify what you're uploading, but you will get an email once our claims department gets that information, they will confirm with you that they got it and they're working on it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But as long as when you, as long as you up when you upload it, Miss [PII], you should be able to upload it and it should tell you it's completed and it went through. It will give you an indication that it went through.
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. So let me try. I click submit.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And it should pull up that file um once it's uploaded as well.
[CUSTOMER][NEUTRAL] Yeah, it's it's a confirmation number.
[CUSTOMER][NEUTRAL] Uh 395219.
[CUSTOMER][NEUTRAL] OK, so I, I'll just leave it with that, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you very much. You helped me so much with that.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, can you send me by mail another card?
[AGENT][NEUTRAL] Yes, I can definitely order you a physical card. We'll be sending it to your home address of [PII]. You should get it in the mail within 5 to 7 business days. But you can also, since you're out there on the online service center, you can print a temporary card, which is the same thing you would get in the mail as well.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, just send on.
[AGENT][POSITIVE] I sure will. All right. I'm gonna get that requested for you and again, you should get it in the next few business days. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, will be it. Thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APO and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][POSITIVE] Thank you bye bye.