AccountId: 011433970860
ContactId: dbd676f5-13c1-414f-af99-8144d8ef4a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467459 ms
Total Talk Time (AGENT): 127158 ms
Total Talk Time (CUSTOMER): 114691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/dbd676f5-13c1-414f-af99-8144d8ef4a92_20250317T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was trying to log on to the website to file some claims, but it's saying it doesn't know who I am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like there's no account with that name.
[AGENT][NEUTRAL] Mm, and you've used the website before, you've logged in before and.
[CUSTOMER][NEUTRAL] I have not.
[CUSTOMER][NEGATIVE] I have not. I've never used the website so I try to log in and give it my social security number and all that stuff that it asked for but it says they can't find they can't find me as a.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] User.
[AGENT][NEUTRAL] OK. Well, first, let me get your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] My number
[CUSTOMER][NEUTRAL] OK. It's [PII] and the last name is [PII], [PII]
[CUSTOMER][NEUTRAL] Uh, from.
[AGENT][POSITIVE] Thank you, [PII] and I'll go call back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] 02453170.
[AGENT][NEUTRAL] And please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your email address.
[CUSTOMER][NEUTRAL] your email
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] OK, thank you. And let's see.
[AGENT][NEUTRAL] OK. And are you near your computer now? Maybe we can walk through it. I can walk you through it. OK. Go to um this website, go to secure, that's [PII]
[CUSTOMER][NEUTRAL] Yeah, I am.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep, I'm there.
[AGENT][NEUTRAL] OK, you may see a blue button that says register here or it may say new user.
[CUSTOMER][NEUTRAL] New user, uh huh.
[AGENT][NEUTRAL] OK, click on that button.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And then do you see a selection where it says, I am an individual with an APL insurance policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Choose that one.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK. And now, did it take you to a screen to complete the requested information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, enter that in that information.
[CUSTOMER][NEUTRAL] And I'm assuming I use my social security number here where it says that or a or member ID.
[AGENT][NEGATIVE] Um, try to put in the member ID there, see what happens, cause you tried your social earlier, right, and it didn't work.
[CUSTOMER][NEUTRAL] I, I actually, yeah, I had, and all I have is a policy number on the card and a group number and a payer number.
[AGENT][NEUTRAL] OK. Use the, the number, the policy number that you gave me, the 024.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 53,170 and just enter the numeric portion. We don't need the letters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] OK, it says no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] Which is what I keep getting to.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Let me place you on a brief hold. Let me see if we're having any issues with our system, if you don't mind holding.
[CUSTOMER][NEUTRAL] OK, not at all.
[AGENT][POSITIVE] All right. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thanks for your patience. I did find out that we are having issues with the website and they're suggesting that you give it a try again in about an hour or so. And if it's still giving you the same error message to give customer service a call back, um, you'll call the [PII] and choose option 4 for customer service and they'll be able to walk you through it if we're still having issues in about an hour or so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEGATIVE] I don't believe so.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you.