AccountId: 011433970860
ContactId: a12f7d97-b481-4c8d-9e2d-e6c9e07f8063
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263940 ms
Total Talk Time (AGENT): 124372 ms
Total Talk Time (CUSTOMER): 125447 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/a12f7d97-b481-4c8d-9e2d-e6c9e07f8063_20250321T18:31_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] Hello, I have an accident expense policy and my number is, I just had it, I turned the page, sorry, 01557812 and my name is [PII].
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] And you've called before, haven't you?
[CUSTOMER][NEGATIVE] I have. Oh my goodness, I can't see me.
[CUSTOMER][POSITIVE] That's crazy. Uh, it's been a while. That's amazing. OK, so I don't know if you remember the situation, but my husband had a, uh, accident back [PII] last year, and they had the accident date wrong, so I knew I couldn't even move forward because it wasn't even going to match his emergency room bill or anything, um, so what I'm trying to say is they finally this week got it corrected, believe it or not, it's taken this long.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] So I need to know if I can um.
[CUSTOMER][NEUTRAL] I think you told me when I called before that I could file it online and I can't find my sticky note about it. Can you give that to me?
[AGENT][NEUTRAL] Oh, I can help you. Absolutely. Do you have that active I do need to verify your information, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] and my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And a callback number in case we get disconnected please ma'am.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] I'm sorry, my computer wasn't moving as fast as we were [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I was checking do you have an active online account?
[CUSTOMER][NEUTRAL] No, I need to set up everything online.
[AGENT][POSITIVE] Yeah, are you at a computer? I'll be happy to assist you with setting that up real quick.
[CUSTOMER][NEUTRAL] I'll have to do it on my home computer. I'm just at work right now.
[AGENT][NEUTRAL] That's fine. OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you will go to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's go ahead and verify your email address while I've got you because you're gonna need to use that to create an account.
[CUSTOMER][NEUTRAL] OK, I'm not sure y'all ever had it and and it's probably changed. [PII].
[AGENT][NEUTRAL] That's actually what we have on file.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, so, um, if you'll go to that website, go in as a new user, it's going to ask you a question and you which role describes you and you're gonna choose the top answer. I am an individual with an APL policy.
[AGENT][NEUTRAL] And on the next page, um it'll take you to the next page you're gonna put in your last name, your social, um, and the other information it requests, I think your zip code, date of birth, phone number.
[AGENT][NEUTRAL] So it will ask you for that and then the next page you'll be able to it'll take you to, you'll be able to create a login and password username and password and then within the dashboard there's a place to file a claim you can upload it directly on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great so I'm hoping this is not too late since it happened in May of last year I think I.
[AGENT][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] Alright, I kept on at them. I know they were like they were probably like you, OK, you've called before, yes, I know.
[AGENT][NEUTRAL] You, you wouldn't have to call again if they just fix it, right?
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] Exactly it's very weird. Uh, anyway, I want to double check uh the email is [PII], correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] All right, thank you so much for your help. I hope you have a good weekend.
[AGENT][POSITIVE] It's been my pleasure, Ms. [PII]. Before you go, anything else I can help you with?
[CUSTOMER][POSITIVE] Oh no, that's it you've been very helpful.
[AGENT][POSITIVE] Alright, well thank you for calling ATL. I hope you have a wonderful afternoon and a happy weekend.
[CUSTOMER][POSITIVE] Thank you you do the same bye bye.
[AGENT][POSITIVE] Thank you, bye bye.