AccountId: 011433970860
ContactId: abf22bdf-c0a8-4715-ade9-9aa9261fac2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404670 ms
Total Talk Time (AGENT): 145617 ms
Total Talk Time (CUSTOMER): 100399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/abf22bdf-c0a8-4715-ade9-9aa9261fac2d_20250303T21:32_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] Hi. So, I'm trying to fill out uh the form for the um hospital indemnity claim. Um, but it, when I go into the form, it says that I can't um access it without the owner's permission, uh, with a password.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, OK. Let me see if I can send you another copy. I don't know why I asked for that sometimes. I'm definitely sorry for that. Um, I'll be more than happy to look into it for you.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] And also it keeps like every time that I log into it, it keeps on asking me if I want to do direct deposit. I put all that information in and then it gives me another form that's blank.
[AGENT][NEUTRAL] Another 4.
[AGENT][NEUTRAL] OK, let me take a look. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Good number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't know it.
[AGENT][NEUTRAL] OK, and I can
[CUSTOMER][NEUTRAL] I had to look online.
[AGENT][NEUTRAL] Oh, it's OK. I can um also look the, um, well, you know what?
[AGENT][NEUTRAL] I can look it up with your social if you'd like.
[CUSTOMER][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment. Do you mind if I place you on just a brief hold while I try to find the policy for you?
[CUSTOMER][NEUTRAL] Yeah, go right on ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] but OK.
[AGENT][NEUTRAL] [PII]. Oh no, I did that wrong.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] See me.
[AGENT][NEUTRAL] 301-2212452578853.
[AGENT][NEUTRAL] Hello [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I have located your policy and so um
[AGENT][NEUTRAL] When you, so who did you speak with? Did you speak with someone from your employer? I'm just asking because there's no notes here to see where they sent the, it was your employer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, I, I, I, I, they didn't send it to me. I, I went on to the site to get it.
[AGENT][NEUTRAL] And when you press download, it gives you, it then asks for that password.
[CUSTOMER][NEGATIVE] No, it didn't. Um, I downloaded it, it got onto my phone and then it asked me for a password after that.
[AGENT][NEUTRAL] Do you have a desktop or a laptop? The reason I'm asking is because our none of our our um portal or forms are compatible with the mobile devices yet. Um, I don't know if that may be why you're, you're getting that error, maybe I'm thinking because I can send it to you again, but if you try to open it on the phone, I'm wondering if you'll get that same error.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can just try it when I get to a desktop. I'm, I'm, I'm still at the hospital right now. I'm waiting to be discharged, um.
[CUSTOMER][NEUTRAL] But then the thing about my uh uh uh uh direct deposit information, um, do you have that there that you can see right now?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see if you have.
[AGENT][NEUTRAL] Like the direct deposit form or can I see if you're on direct deposit?
[CUSTOMER][NEUTRAL] Can yeah can you see if I'm on it because I, I went into it, I put all the information in and I clicked on save but then uh when I downloaded the form and then it came and I came back in to uh reupload myself. Never mind, you know what, it's, it's, it, it just showed me that it did it now. OK, never mind.
[AGENT][NEUTRAL] And something just popped up on my saying bank info added.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'll just do it. I'll just do it when I get to a desktop.
[AGENT][NEUTRAL] Alright, and just for the call, I know you um verified your phone, your phone number. Can you just verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII] and uh [PII].
[AGENT][NEUTRAL] All right, now once you get home and you try the form, if you still get that error, um definitely give us a call, but I'm pretty sure it's because it's on that mobile device.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, Mr. [PII], thanks for calling APL. I hope you feel better.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.