AccountId: 011433970860
ContactId: aa1d0484-f40a-46ae-b3b8-4d42aba0840e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608500 ms
Total Talk Time (AGENT): 229137 ms
Total Talk Time (CUSTOMER): 190794 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/aa1d0484-f40a-46ae-b3b8-4d42aba0840e_20250203T22:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][POSITIVE] Yes, hi, uh, good afternoon.
[CUSTOMER][NEGATIVE] Um, I'm calling because I need to know, um, I was able to access my account online before and I'm not able to go through in it anymore. I don't know if you can help me find, you know, my user or create it because it's not matching.
[AGENT][POSITIVE] OK, yeah, no problem. I'd be happy to help you with that today. um, what was your name?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] I have my social. I have the group number that I have.
[AGENT][NEUTRAL] OK, give me your social.
[CUSTOMER][NEUTRAL] It's [PII]. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Oh my goodness, hold a moment. [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] And just in case we get disconnected, um, what's a good phone number I can call you back at today?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, Ms. [PII], before I can continue, I just need to verify a little bit of information from you, OK?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Well, I don't know if they have the one that I used to live or the one that I currently have, so I'm gonna give you both. I have [PII]. If it's not that one, that's it, OK, perfect.
[AGENT][NEUTRAL] OK, that's it.
[AGENT][NEUTRAL] Yes, I didn't mean to cut you off. I just didn't want you to have to go through telling me the second one.
[CUSTOMER][NEUTRAL] No, yeah, no, no, no, I just wanna make sure I didn't small pause just in case, yeah.
[AGENT][NEUTRAL] Alright and the phone number we have on file is different than the one you gave me today. Do you maybe have an old number that may have been listed?
[CUSTOMER][NEUTRAL] No, maybe the work number, the [PII].
[AGENT][NEUTRAL] That's it. Yes, ma'am. So I need to change it to the one you gave me today.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I don't know why. Well, I don't know why they have that one there, but yes, yeah.
[AGENT][NEUTRAL] OK, I'll update that and the last thing I need to verify is an email address and it looks like this might be your work email as well.
[CUSTOMER][NEUTRAL] Oh yeah, the [PII].
[AGENT][NEUTRAL] I'm sorry, can you say that one more time?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, this has your full name spelled out.
[CUSTOMER][NEUTRAL] Yeah, then in that it's gonna be [PII]. I just dreamed up to you that one.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and is that the correct one? OK, got you.
[CUSTOMER][NEUTRAL] Which is not my personal one, so no.
[AGENT][NEUTRAL] Alright, I can update that as well let me see.
[CUSTOMER][NEUTRAL] Mhm. No wonder it was not pulling up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, what is the correct email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. uh [PII]?
[CUSTOMER][NEUTRAL] The after [PII] [PII] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes, yeah.
[AGENT][NEUTRAL] Oh, and I got you, [PII], OK.
[AGENT][NEUTRAL] So it is [PII], right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] OK, alrighty, I think I got that fixed for you. Alright, now let me go take a look at your login. Give me just a second.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] It is your username is [PII].
[CUSTOMER][POSITIVE] Correct, I have that.
[AGENT][NEUTRAL] And it looks like your password is expired so it should allow you if you put in the username it should allow you to send a uh request to your email to update that and it would be your email you just gave me since I've updated it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, so let me try that right now because.
[AGENT][NEUTRAL] And it's all lower case on that username it is um case sensitive so it's all lower case.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you invalid user password, so it's not gonna let me, so maybe reset password. Hold on, let me see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[CUSTOMER][NEUTRAL] Hm, hold on, make sure.
[CUSTOMER][POSITIVE] Perfect, you went through. Now, um, would you happen to know what my benefits are?
[CUSTOMER][NEUTRAL] Would it cover or would it, I see.
[AGENT][NEUTRAL] I'm sorry, say that one more time.
[CUSTOMER][NEUTRAL] Like the benefit, like what, what exactly what does it cover?
[AGENT][NEUTRAL] Um, so I do not know the benefits, um, uh, but I can get you over to someone who can discuss your benefits with you. Would you like me to do that?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, you could do it.
[AGENT][POSITIVE] OK, alright, give me just a second and I'm gonna get somebody on the line and give them all your information, um, so that way they can go over your benefits with you. Was there anything else I could do for you before I get them on the line?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] All right, thank you so much um you have a wonderful day and thank you for choosing APO.
[CUSTOMER][POSITIVE] Likewise, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] See I don't like going ahead and making notes.
[AGENT][NEUTRAL] This is a manly coffee.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I am good. I have an insured on the line. Um, she has some questions uh about her benefits. Um, her policy number is 179.
[AGENT][NEUTRAL] 793 5.
[AGENT][NEUTRAL] I have verified all of her information and updated her email address and phone number. Uh, she also needed help uh resetting her password in the OSC. I gave her her username and she was able to reset her password. So now she has questions about what this insurance covers, so I told her I would get her on the line with somebody who can speak with her about her benefits today.
[CUSTOMER][POSITIVE] OK. Well, I'll be happy to assist.
[AGENT][NEUTRAL] All right, [PII], are you ready to take her?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, here she comes. Thank you very much have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Hi, this is [PII] with APL claim.