AccountId: 011433970860
ContactId: a2f2ec0b-3ccb-4f36-8644-4266312f7297
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154070 ms
Total Talk Time (AGENT): 52228 ms
Total Talk Time (CUSTOMER): 74637 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/a2f2ec0b-3ccb-4f36-8644-4266312f7297_20250416T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII], and I am trying to get on your website to see if a claim has been filed or um so it could get like pre-approved or pre-authorization, and I'm on your website and I went to new user and it says that none of my information can be found, but yet I have a card sitting in front of me.
[AGENT][NEUTRAL] OK. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] I do, um, it is 025867557.
[AGENT][NEUTRAL] OK, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a good callback number, uh, Ms. [PII] just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And this is a um you're checking for yourself, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and lastly, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think that might be part of the problem. I've got looks like maybe a work email.
[CUSTOMER][NEUTRAL] You you got my work one, yep, and that is going to be [PII].
[AGENT][NEUTRAL] OK, yes, that's what we have, um, so when you go to enter that as a new user, um, be sure you use that email address and then the there's not a member ID it's actually you have to enter your social.
[CUSTOMER][NEUTRAL] Yeah, I did that um and I just put it in it says based on the information you entered an account OK, already exists. OK, so let me go to log in so I don't know what that login number is or that log in user name.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK, let me
[AGENT][POSITIVE] Yeah, let me get that for you.
[AGENT][NEUTRAL] OK, looks like your username is [PII]
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then I'll be able to reset that password, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alrighty, that's all I needed thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.