AccountId: 011433970860
ContactId: da269fd0-a531-48ef-bdb6-6df6a08610a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319940 ms
Total Talk Time (AGENT): 110101 ms
Total Talk Time (CUSTOMER): 135099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/da269fd0-a531-48ef-bdb6-6df6a08610a6_20250611T19:04_UTC.wav
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[AGENT][NEUTRAL] Um thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. So, I am a policyholder with APL and I was recently in the hospital having a whole bunch of different things going on.
[CUSTOMER][NEGATIVE] Get got everything set up online sent stuff in. I called last week because I was having issues signing back into the website and getting information and I heard you guys were having trouble. I'm still trying to sign in and upload stuff and it is not letting me get in.
[AGENT][NEUTRAL] OK. May I have your policy number?
[CUSTOMER][NEUTRAL] You sure can. It's 02603763.
[AGENT][NEUTRAL] And may I have your first name?
[CUSTOMER][NEUTRAL] And I'm [PII].
[AGENT][POSITIVE] OK, I like it.
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII].
[AGENT][NEUTRAL] Can I have a good callback number for you?
[CUSTOMER][NEUTRAL] You sure account [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And your date of birth, mailing address and email, [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII] and email should be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. OK, so all of that matches what we have in our system, and when you go to log in, what error message is it giving you?
[CUSTOMER][NEGATIVE] Hold on, I'll try to sign in again. It's telling me that I do not have an account.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And I called in a week ago.
[CUSTOMER][NEGATIVE] And I got the same they were telling me that they were having issues so right now when I go to sign in we can't seem to find your account.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] place you, let's see.
[CUSTOMER][NEGATIVE] So I even click the like forgot the password just to see if that works and it says that they would send me an email to reset never received an email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Trying to see if there's any updates information or anything like that.
[AGENT][NEUTRAL] That we have access to. I'm gonna have to get you over to the customer service.
[AGENT][NEUTRAL] Department to see if they can better assist you, [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold. One moment, [PII].
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Hey, this is [PII].
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I am wonderful. I have an insured on the line. She's trying to access her account. She said she called us several times and um
[AGENT][NEGATIVE] She even reset her password and she still cannot access it and I've tried everything I know on our end. I don't know how else to help the lady.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, alright, what is that um.
[CUSTOMER][NEUTRAL] Policy number I'm trying to get to that. I'm sorry.
[AGENT][POSITIVE] No, take your time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. uh OK, now.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][POSITIVE] Yes, finally, yes.
[AGENT][NEUTRAL] OK. It's 02.
[AGENT][NEUTRAL] 603-763
[AGENT][NEUTRAL] She's fully verified, everything matches her email, date of birth, everything matches.
[AGENT][NEUTRAL] Um, her callback number is
[AGENT][NEUTRAL] The number on the screen, the [PII].
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Um, and this is [PII] on the phone, or yeah, [PII].
[AGENT][NEUTRAL] High
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you. I'll send it right over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye