AccountId: 011433970860
ContactId: d1a146e7-b447-4201-8db2-cb18d7da0f00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265059 ms
Total Talk Time (AGENT): 94132 ms
Total Talk Time (CUSTOMER): 97660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/d1a146e7-b447-4201-8db2-cb18d7da0f00_20250328T18:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, I am having trouble logging in. I think I have forgotten my user name.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And my policy number is 01904476.
[AGENT][NEUTRAL] OK, Ms. [PII], let me look you up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I'll need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's um [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] And what else did you need? Oh, my email [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me and that phone number that you gave me is that a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh.
[AGENT][POSITIVE] OK, alright, thank you, Ms. [PII]. Alright, let me look real quick so I can give you your username.
[AGENT][NEUTRAL] OK, your username is [PII] and your K is capitalized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now do I have to oh if I go on there it'll send me my um password right? if I forgot it.
[AGENT][NEUTRAL] Right, you can reset it if you don't know it anymore.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] One other question, um, I contacted my
[CUSTOMER][NEGATIVE] I didn't realize I had your services, so I had to go back a couple of years and get a hold of my insurance company, and they sent me all of my EOBs. That's what you guys want me to submit, correct?
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, you'll need your explanation of benefits and your itemized statement that has your diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK. And the doctor's office will send that?
[AGENT][POSITIVE] You can get that from the facility that you went to, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, and what's it called? Uh.
[AGENT][NEUTRAL] Itemized statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I think that's it. Do you, could you send me a card out?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, I can order a card for you. uh, let me look real quick.
[AGENT][NEUTRAL] Uh, it's gonna be just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] I'll get that ordered for you.
[AGENT][NEUTRAL] OK, I've got that card ordered for you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][POSITIVE] That is it. Thank you so much for your time.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful weekend and we thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK