AccountId: 011433970860
ContactId: a247615a-aaed-413b-9c7f-056c81c8efd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226639 ms
Total Talk Time (AGENT): 108089 ms
Total Talk Time (CUSTOMER): 80160 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/a247615a-aaed-413b-9c7f-056c81c8efd6_20250527T22:42_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I'm having, I was trying to file a claim. I have, um, I'm having trouble making an online account.
[AGENT][NEUTRAL] OK, I can help you with your online service center. Uh, can you please give me your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02593171.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then also, can you verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, so I have mobile address. I believe you have is [PII]. Let's go for, [PII].
[AGENT][POSITIVE] Thank you very much. I appreciate you verifying that. And then what is your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] It looks like I have another one [PII].
[CUSTOMER][NEUTRAL] And I have
[CUSTOMER][NEUTRAL] I thought she uh what is the other.
[CUSTOMER][NEUTRAL] But I, I don't know if I use my daughter's, which is [PII].
[AGENT][NEUTRAL] No, ma'am. It looks like it's yours.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It has the number [PII] on the end.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, so it's [PII]. I have.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] for verifying your policy for me. Alright, let's look.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes ma'am, that was it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look, so you're trying to get into the online service center are you and you're not able to, is that correct? And you're trying to set up your profile for the first time? OK, so I'm showing on this policy this is your dental policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it's no longer active. It looks like the policy terminated on [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, ma'am. So in order to be able to use the online service center, you have to have an active policy to be able to use it.
[CUSTOMER][NEGATIVE] OK, so I have no coverage because I had it through my job. I had been at work for a while, so you, you're saying I don't have any coverage.
[AGENT][NEUTRAL] That's correct. Um, it looks like, and I'll look at the rest of your policies, yes, it looks like all of your policies terminated on [PII].
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] Oh right, OK, thank you.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That'll be all
[AGENT][POSITIVE] OK, well, you have a good night and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah