AccountId: 011433970860
ContactId: b28b1ce3-034e-4b8c-b9f6-f2b978ac7acf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 769479 ms
Total Talk Time (AGENT): 339360 ms
Total Talk Time (CUSTOMER): 226403 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/b28b1ce3-034e-4b8c-b9f6-f2b978ac7acf_20250123T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims department. Uh, I have an insured. I am getting ready to transfer. I've helped her with um information she needs to file the claim. Um, we tried to get her in the portal. She is getting the error message stating she needs to contact customer service, uh, and she also needs, she's recently married, she needs a name, update and a address update.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, of course I was about to do the portal on that, uh, but are you able to do that prior to her?
[AGENT][POSITIVE] I do believe I can.
[CUSTOMER][NEUTRAL] Oh OK, that's what I told her you will maybe be able to do that prior to um her doing her whole portal thing that way her information is already updated.
[AGENT][NEUTRAL] OK. What's that number, Ms. [PII]? Policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Policy number 2415296.
[CUSTOMER][NEUTRAL] Uh, you're speaking with [PII].
[AGENT][NEUTRAL] And she is, uh, the main insured.
[CUSTOMER][NEUTRAL] She is the main insured, yes.
[AGENT][NEUTRAL] OK, I was gonna say cause only she can update and change anything.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I, um,
[CUSTOMER][NEUTRAL] Do you need a callback number for her?
[AGENT][NEUTRAL] Is it the same as what we have on file or?
[CUSTOMER][NEUTRAL] Mm, uh, I, you know what, I never go in. I just, we, just for our notes. I, um, put it in the notes. So, so her.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, not the number she's calling from, so let me give you that. It's [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. All right, put Miss [PII] on through and I will do my best to assist her.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Here she comes.
[AGENT][POSITIVE] Thank you, dear.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good morning. How are you?
[AGENT][NEUTRAL] I'm fine thank you ma'am. So Miss [PII] tells me you're calling today because you need assistance with your um with getting set up on the online service center and we need to update some information as well. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right, thank you. OK, so Ms. [PII], let's start with, OK, you did have a last name change, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alright, do you have a way to shoot us a quick email and let us know that you did update your last name?
[CUSTOMER][NEUTRAL] Yes, of course. Let me go on to my email, bear with me for one second.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Male.
[CUSTOMER][POSITIVE] I said yes, let me get into my email if you bear with me for one second I'll be glad to do that.
[AGENT][NEUTRAL] OK, just so I can have something to put in your file.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] By the way, there's a typo in my email that you have is missing a letter, but can I have your email please?
[AGENT][NEUTRAL] OK. It is uh [PII]
[AGENT][NEUTRAL] Then put the [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I thought that that I was writing and I was not. [PII]. sorry.
[AGENT][NEUTRAL] And then it's
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, but the outside.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] Mhm.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] [PII]. Yes, [PII]
[AGENT][NEUTRAL] Correct, uh, then the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then, uh, [PII]. That's [PII]. So [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And I'm going to title it [PII] name change, OK? Is that OK? Do you need my member ID in there?
[AGENT][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] The subject line, do I need for the subject line, do I need to put my member ID?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Uh, yes, I, you can put your, put your, uh, policy number in there for us and, uh.
[AGENT][POSITIVE] Just, I've got it pulled up so I can catch it as soon as it comes in.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And you just put, put your policy number and put the uh name, put name change.
[CUSTOMER][NEUTRAL] I'm also adding.
[CUSTOMER][NEUTRAL] My new address.
[AGENT][POSITIVE] Oh wonderful.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, any, and your phone number, I don't think we have a phone number for you.
[CUSTOMER][NEUTRAL] And also please.
[CUSTOMER][POSITIVE] And my, my number is gonna be right on my signature, OK? I'm sending it now, sending.
[AGENT][POSITIVE] OK. Wonderful.
[AGENT][NEUTRAL] And hopefully it won't take but a second sometimes they.
[AGENT][NEUTRAL] You know, the IT department kind of likes to review things where they let it come on through, it may take just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can we go ahead and just verify your date of birth? Make sure that's correct.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Good, good, good, good. That is what we have. All right, Miss [PII], I see it popped up.
[AGENT][NEUTRAL] OK, when they changed date of marriage. So it should be [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Thank you. OK, I need to update that in a couple of places.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] just a moment.
[AGENT][NEUTRAL] And we're updating, let's see your address is.
[AGENT][NEUTRAL] [PII]. So let's add that in there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there is not an apartment number or anything. Is that correct?
[CUSTOMER][NEUTRAL] No apartment, no.
[AGENT][POSITIVE] OK, wonderful.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] take that here too.
[AGENT][NEUTRAL] I want to get that email address.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, because this is all the information that we have to have in here when we.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, go to set up that online service center, Miss, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, it looks like we have you updated, so are you where you can go to the online service center now and let's get you set up on there.
[CUSTOMER][NEUTRAL] OK, so let's see if it works with my new information.
[CUSTOMER][NEUTRAL] Um member ID I have that.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Zip code
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] And my date of birth.
[CUSTOMER][NEUTRAL] Let me see something.
[CUSTOMER][NEGATIVE] Yeah, it's still not taking me. What's going on?
[AGENT][NEUTRAL] All right, so let me get in here real quick and we're gonna see what's going on, um.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, so let me get in there with you and make sure we are clicking on all the correct information.
[AGENT][NEUTRAL] Alright, so you click, you went to [PII] and you clicked on sign in, is that correct?
[CUSTOMER][NEUTRAL] I clicked the new user, yes.
[AGENT][NEUTRAL] OK, and then you click the new user. Did you click the first circle? I'm an individual, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and you put your last name, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, you put your social security number.
[AGENT][NEUTRAL] It does not like a policy number. Correct.
[CUSTOMER][NEUTRAL] No dashes correct?
[CUSTOMER][NEUTRAL] No dashes. OK, my new zip code [PII].
[AGENT][NEUTRAL] To make
[AGENT][NEUTRAL] Let me look at that, make sure I did enter that correct. It's [PII]. All right, and your email address [PII].
[CUSTOMER][NEUTRAL] My email
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you have [PII]?
[AGENT][NEUTRAL] Yes, ma'am. I copied and pasted it.
[CUSTOMER][POSITIVE] Good, very smart.
[AGENT][NEUTRAL] Uh, so let's, yeah, let's try to keep this as simple as possible here.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And my date of birth [PII].
[CUSTOMER][POSITIVE] Oh, now I, now I did. OK, good.
[CUSTOMER][NEGATIVE] They kicked in, so now I can't do everything.
[AGENT][NEUTRAL] One little number, anything will throw it off.
[CUSTOMER][NEUTRAL] Seriously, I see.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much so then I can create my account and go in there and do everything else that I need to do.
[AGENT][NEUTRAL] Yes, Ms. I, I will tell you that when you go to set up your account uh for the password, it does not like for you to use any part of your email address. It wants you to make it as secure as possible. Do use at least one upper case, one lower case, one number, and a distinct character which I think it shows you a few of them at the bottom there that it likes for you to use, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. OK, sounds good. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else we can assist you with?
[CUSTOMER][POSITIVE] You've been great thank you so much.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.