AccountId: 011433970860
ContactId: d6b83b75-ab84-4dc7-8b5f-1a38fab94a9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194649 ms
Total Talk Time (AGENT): 60319 ms
Total Talk Time (CUSTOMER): 74039 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/d6b83b75-ab84-4dc7-8b5f-1a38fab94a9d_20250606T15:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I have previous claims filed. I'm trying to check the status and I received the check.
[CUSTOMER][NEGATIVE] That I don't have the detail for for what the payment was for, but I'm having a hard time navigating your new website to find the information that I'm looking for.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, sure, I can assist you. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And this is your personal account or you're calling from a group or a provider?
[CUSTOMER][NEUTRAL] Um, my, it's my personal account through my employer.
[AGENT][NEUTRAL] OK. All right. And may I have the policy number, Miss?
[CUSTOMER][NEUTRAL] Is that the
[CUSTOMER][NEUTRAL] Group number or the benefit certificate number?
[AGENT][NEUTRAL] The policy certificate number.
[CUSTOMER][NEUTRAL] 01410739
[AGENT][NEUTRAL] OK, thank you. And for security, may I have your date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you, you say you're having troubles like viewing the ELBs or finding the explanation of benefits?
[CUSTOMER][NEUTRAL] Finding it.
[AGENT][NEUTRAL] I need them. OK, alright, I see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, so are you right now in the dashboard?
[CUSTOMER][NEUTRAL] I assume I am when I head home.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see products training and claims support.
[AGENT][NEUTRAL] OK, so you don't see anything that says my policy under the dashboard.
[CUSTOMER][NEUTRAL] I, I just found the dashboard that you're.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Speaking of.
[CUSTOMER][NEUTRAL] And my policy, so.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Ah, there's the claim button. OK, now I can navigate this from here.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alright, let me try to see what I can find on here and if I have any other issues I'll call back.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Uh, defined, uh, here's what they processed. OK, great, thank you.
[AGENT][NEUTRAL] Mhm. You're welcome. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good day, Miss [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye.