AccountId: 011433970860
ContactId: b2d633ab-f352-472d-b2fb-56d1cb8339c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 779940 ms
Total Talk Time (AGENT): 222891 ms
Total Talk Time (CUSTOMER): 165645 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b2d633ab-f352-472d-b2fb-56d1cb8339c3_20250514T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I'm just trying to log into my account and.
[CUSTOMER][NEUTRAL] I'm not even sure what kind of insurance I have with y'all, but um.
[CUSTOMER][NEGATIVE] I can't get in it
[CUSTOMER][NEUTRAL] And I don't know what to do.
[AGENT][NEUTRAL] OK, um, well, I can help you with the online service. Are you trying to sign up or you already have an account, you're trying to get in?
[CUSTOMER][NEGATIVE] Well, it says I I already have an account so I was trying to get in and I it's not taking my information it just says invalid user name or password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can look your username up for you and then we'll just use the forgot password link to reset and get you back in. Um, may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII] [PII] and the number is [PII].
[CUSTOMER][NEUTRAL] And I got, I mean, I, I guess my user name is my email address because they did send I did get a code sent to verify that it was me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Well, I'll look it up for you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Well, but I, it was.
[CUSTOMER][NEUTRAL] No, I don't, not on me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Yes, OK, do that. It is uh [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, here we go. So I just found the policy. I'm just waiting for it to come up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] It's um [PII]. Address is uh either [PII] or [PII].
[AGENT][NEUTRAL] Yes, that's what it was and um
[AGENT][NEUTRAL] Thank you for verifying your information. All the information provided is a verification of benefits, not a guarantee of payment. Let me take a look at your policy, I'm sorry, your um online account. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait a minute, cause I remember.
[AGENT][NEUTRAL] Do I go to
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I send it to it. I don't think we.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] OK, what if it's in recovery though? What does that mean?
[AGENT][NEUTRAL] username.
[AGENT][NEUTRAL] Uh sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] There is a day you there.
[AGENT][NEUTRAL] What? OK.
[AGENT][NEUTRAL] Let me see if I see anything about recovery.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Gotta ask.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] I see account is in.
[AGENT][NEUTRAL] Sorry
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I just wanted to check with you. I'm working with my supervisor. We're looking at it together um to see how we can correct it for you. Um, I just wanted to check on you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Excuse me, thank you so much for holding. Again, I apologize for that wait. So what we're gonna have to do, I'm gonna contact IT to look into the online account for you. Um, do you mind if I give you a call back? Um, I don't know how long it will take. It'll be today, even if I don't hear, you know, get a resolution, I'll call you back today and let you know I don't have a resolution, but, um, I just don't know how long because I'm about to reach my supervisor is about to reach out to IT now, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would that be OK?
[CUSTOMER][NEUTRAL] Yeah, that's fine. I haven't, I haven't looked at this in years and I'm just trying to look at every, all the insurance that I have and just see exactly what it is. I know it comes out of my bank account every month for $30 something dollars, I think $38 but I don't really know what it is, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, um, while we're working on the online account, um, I can just let you know that this is an accident policy.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, if you like, I can send you, let me make sure it's um here so I can send a digital copy, like a breakdown of the of the policy, so you, you know, like what it pays to, what it covers, how much, um, would you like me to email that to you?
[CUSTOMER][NEUTRAL] And we
[CUSTOMER][NEUTRAL] Yeah, if you don't mind, and when I have my beneficiaries listed because I think when I took.
[AGENT][NEUTRAL] Um, let me see if it has beneficiaries on it.
[CUSTOMER][NEUTRAL] When I took this out, I think I had put down both of my sons, but I'm not really sure. I don't, I don't remember.
[AGENT][NEUTRAL] Um, I don't, no, I don't see beneficiaries on this policy. I only see your husband, [PII], um.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] But if you want me to, I can attach to the email um.
[AGENT][NEUTRAL] Like a beneficiary form if you, you know, so you'll have it if you do want to add them, OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind, go ahead and do that like I said, I'm just looking over everything um all these insurance policies I have that I haven't looked at in years, so.
[CUSTOMER][POSITIVE] Yeah, that would be awesome if you could do that.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, I definitely can. I'm getting it together and sending it to you now, so you should receive it in a few minutes and then once um my supervisor and I hear back from IT, I can help you with the, we can help you with the um online part of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] You're very welcome. And before we go, I just want to confirm just to make sure um I know we already went over the email, but it's [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, so I'm gonna go ahead and send it over to you. I'm getting it together now, OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thanks.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.