AccountId: 011433970860
ContactId: b8c72f8d-6e81-46d3-a2ec-cf523086b384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188130 ms
Total Talk Time (AGENT): 101718 ms
Total Talk Time (CUSTOMER): 96305 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b8c72f8d-6e81-46d3-a2ec-cf523086b384_20250221T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I had talked with someone last night uh regarding a policy and how to do that and then about the claims forms and so I was online trying to register so that I could do the claim forms online and when I went to a new user it's saying that I can't be found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the information that you enter does have to match what we have in our system so I can get that pulled up and we'll verify that all of that is correct, um, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get.
[CUSTOMER][NEUTRAL] It may be the email then.
[AGENT][NEUTRAL] That's 90% of the time that's usually what it is. Um, can I get a good callback number from you?
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] Well, I'm just looking at it I'm like what yeah [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then do you have your policy number?
[CUSTOMER][NEUTRAL] No, I have no idea what it is.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] OK, I, I'm sorry, I did get in using my school email, but can you go ahead and it did, but can you go ahead and when you pull it up so I can get my policy and my member number because I know I'm gonna need those and I don't know what they are.
[AGENT][POSITIVE] Oh, it works.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Absolutely, um, let's see, can I, I'm just gonna verify some information from you really quick, [PII], if I can get your date of birth please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that um and so yes, the email we have, it does look like it's through your employer. Did you want us to change that or are you OK with that being the email we've got?
[CUSTOMER][NEUTRAL] It's OK. I just was, I, I usually just use my personal email, but yeah, but it, it's fine it's not a big deal.
[AGENT][NEUTRAL] Needing to know which one, of course, yeah.
[AGENT][NEUTRAL] Definitely, OK, and then I've got that policy number whenever you are ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK it is 02.
[AGENT][NEUTRAL] 527-823.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then do I need a member number? I was looking on the claim stuff or is that something I need or no?
[AGENT][NEUTRAL] No, um, do you mean, uh, whenever you were setting up your information and ask for a member ID or a social? Yeah, so right, not all of our policies have a member ID it is different than the policy number, so yeah, you're perfectly fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Maybe that's what it was, yes.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] OK, thank you so much for your help. No, I'm sorry I wasted your time.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with? Yeah, of course. No, not at all. It doesn't say on there it has to match what we have, so you would think you could just use a personal it's first of course.
[CUSTOMER][POSITIVE] Yeah, I didn't even think of it. I just automatically put in the one and I was like oh yeah that's a problem. OK, thank you so much.
[AGENT][POSITIVE] Sure, no, it's not a big deal at all, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.