AccountId: 011433970860
ContactId: cd864325-e4df-43ba-8e08-e6c67cfc0f20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261738 ms
Total Talk Time (AGENT): 104401 ms
Total Talk Time (CUSTOMER): 124440 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/cd864325-e4df-43ba-8e08-e6c67cfc0f20_20250218T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, just calling to see how do I set up the cream or fight the cream on the.
[CUSTOMER][NEGATIVE] Website I had to register did not allow me to do it.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] Uh, 10, full name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] I have a policy number for you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, sir. What's that policy number?
[CUSTOMER][NEUTRAL] 2006283.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] I understand [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] Uh, [PII]. I'm using that, I believe I use the [PII]. The email address I believe is [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, uh, probably the, uh, the number is [PII].
[AGENT][NEUTRAL] OK. And is this for dental?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, I don't know if you've set up on our online service center to uh submit claims, you can submit claims.
[CUSTOMER][NEGATIVE] I try, I try to do it, yeah, I tried to do that, but they're not allowing me to do for new registration. They said they cannot find my information.
[AGENT][NEUTRAL] Uh, it could be your email. Give me one moment.
[AGENT][NEUTRAL] And what is your email address again? Because I do show a different one.
[CUSTOMER][NEUTRAL] Oh, I give you, can I use a different one or you gonna use the real one I gave you early?
[AGENT][NEUTRAL] Uh, the one you gave me or either one that you prefer?
[CUSTOMER][POSITIVE] Yeah, the one is easy one is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The first one that I'll give you is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that's one it looks like it's set up on the online service center, but I do show that you have an account on our site, so I can give you the uh username and you can reset your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah please if you can.
[AGENT][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] What my username?
[AGENT][NEUTRAL] OK, your username is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and when, when you try to log in, just put in your username and forgot or reset password, and they'll uh send an email to that um the first email you gave me, the [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my, my, my busy, my MY by [PII], right?
[AGENT][NEUTRAL] I don't see a [PII]. 0, you're talking about for your username? Yes. [PII].
[CUSTOMER][NEUTRAL] 621.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, OK, I got it.
[AGENT][NEUTRAL] But you can submit a claim, um.
[CUSTOMER][NEUTRAL] I will try to, yeah, they send me the email.
[AGENT][NEUTRAL] You can submit a claim via the online service center. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I submit the claim for my house.
[CUSTOMER][NEGATIVE] Yeah, I try to do that because uh I never use it because I'm so tired. Uh, many time my daughter try to see the doctor or the claim, the information I give to the provider. They say they're not allowed to do and not to file to send the came for me, then I have to pay for my own pocket.
[AGENT][NEUTRAL] Um, I'm sorry. Well, that depends on how they have it in their system, but go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] All right. OK, I.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, I, I think, uh, I will try to do my way now if I reset my password and see something I need to help, I will call you back.
[AGENT][POSITIVE] OK, well I thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, bye.