AccountId: 011433970860
ContactId: cb3e9117-60f5-4306-a163-9826b6b2e219
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281859 ms
Total Talk Time (AGENT): 107161 ms
Total Talk Time (CUSTOMER): 116720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/cb3e9117-60f5-4306-a163-9826b6b2e219_20250324T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII]. I was trying to go online to file the wellness claim, um, and I have been on your site before. I thought I knew what my user name and password was, but evidently I'm incorrect, and I went on to and clicked on forgot password or reset, and then it comes up and tells me there doesn't appear to be any reset options set up on your account, so where I go from here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, yeah, let's take a look. Uh, do you by chance have your policy number?
[CUSTOMER][NEUTRAL] No, I don't know the policy number is part of a a group policy with Louisiana Machinery Company.
[AGENT][NEUTRAL] All right, let me
[AGENT][NEUTRAL] Take a look
[AGENT][NEUTRAL] And it would be under [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What state do you reside in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] [PII], do you have a good callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure this is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK. What is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. I believe I've located your policy. Uh, the last two things I need to verify please would be your street address and email address.
[CUSTOMER][NEUTRAL] Street address is [PII].
[CUSTOMER][NEUTRAL] And the email address is probably my home email address which is [PII].
[AGENT][NEUTRAL] Looks like it's a lion cat email or a Louisiana cat, sorry, I don't know where I got lion from.
[CUSTOMER][NEUTRAL] OK, that one would be [PII].
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see if you've ever logged in here before.
[CUSTOMER][POSITIVE] I had your website saved in my favorites on my computer and I had a copy of a well disclaimed from last year so.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I'm assuming I've done it once already, but.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I tried signing up as.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEGATIVE] New user and it wouldn't let me do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah I do show that you filed a wellness claim last year. I don't know if you maybe mailed it in because you've never logged in online there's no username created so when you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get to that uh a public site, we just need to make sure that when you're creating that log in all the information matches what's on the policy, um.
[CUSTOMER][NEUTRAL] Uh, clicked on new user. Let's see if I can get there. I tried this the other day. I put in my social security number and it said it couldn't find anything. I didn't have the policy number, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, just make sure when you're putting in the email address you have to put in that uh [PII] account one because that's the one on file.
[CUSTOMER][NEUTRAL] That might be the problem.
[AGENT][NEUTRAL] And then the zip code we have is the [PII].
[CUSTOMER][NEUTRAL] That's my home, yeah.
[AGENT][NEUTRAL] So you wanna make sure you put that one in for the zip.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, create a new user account. So, OK, I got the step too, so I must be that must work now. I'll see what I can.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help with here today?
[CUSTOMER][POSITIVE] Um, I'll try to get it set up and uh and get it done. If not, I'll call you back.
[AGENT][POSITIVE] All right. Sounds good. Well, you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh, bye-bye.