AccountId: 011433970860
ContactId: db80dd1e-856f-442d-990d-61939b4cc611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189080 ms
Total Talk Time (AGENT): 57480 ms
Total Talk Time (CUSTOMER): 71176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/db80dd1e-856f-442d-990d-61939b4cc611_20250418T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'm attempting to access the APL website. I don't know my username.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] So how do I
[CUSTOMER][NEGATIVE] Mm, no. I don't even know what that is. No, I don't.
[AGENT][NEUTRAL] OK, um, I.
[CUSTOMER][NEUTRAL] I, if I, if I'm in my benefits portal in my company, would it be on that?
[AGENT][NEUTRAL] Uh, it'll be on the [PII]. Um, oh, you mean your policy number? Is that what you're talking about?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Uh, I'm not sure, but I can look it up by your name or your social.
[CUSTOMER][NEUTRAL] OK, it's [PII] and then [PII]
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alrighty, make sure you take your asthma pump. It's bad out there with that wind.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like I've located your number. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Um, what is your birth date?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Just need a few other pieces of information. What's your address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. Thank you so much. OK, let's get your username.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, looks like your username, it's all uh lowercase, [PII].
[CUSTOMER][NEUTRAL] 20, I waited that long? OK, 23, and then the thing will let me just reset my password, correct?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And is this how you um submit claims is online or is there a different way to do it?
[AGENT][NEUTRAL] No, this is where you can submit your claims. You can upload them to our portal and then they'll go in for processing.
[CUSTOMER][POSITIVE] Alright, that's what I needed thank you so much you've been very helpful.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.