AccountId: 011433970860
ContactId: dccefc9d-e868-4c77-b89b-d18f98349756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244940 ms
Total Talk Time (AGENT): 91435 ms
Total Talk Time (CUSTOMER): 116478 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/dccefc9d-e868-4c77-b89b-d18f98349756_20250307T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I was trying to log in online and
[CUSTOMER][NEUTRAL] So I got a little brain fart. Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can't remember my password username, but none of it anyway, so when I tried to do it, it said I didn't, it said that there doesn't appear to be any reset options set up on your account. I probably did not set that up. I don't even recall being asked that. So anyways, I'm just trying to figure out how can I get back in here so that I can submit some documents.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your policy number so I can help you with the online service center?
[CUSTOMER][NEUTRAL] Yeah, it's uh 02455082.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need for you to verify your address, your phone number and your email address that we have on file for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I think you said phone number, uh, or email address, uh, well, all of it, uh, [PII]. Email address should be my personal email [PII].
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Yes ma'am, I do see that. Thank you so much for verifying your policy for me, Ms. [PII].
[AGENT][NEUTRAL] And if we get disconnected, that phone number that you gave me is a good call back number?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, wonderful. All right, let me look real quick at your policy.
[AGENT][NEUTRAL] OK I do see your user name.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you put in that user name if you don't remember your password it will prompt you to reset the password.
[CUSTOMER][NEUTRAL] OK, yeah, let me try that. Oh, so you said if I, if I don't put it in or if I mess it up?
[AGENT][NEUTRAL] If you don't remember your your password you can um click the option to reset the password.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alrighty, so I will try that.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Is there anything else, Ms. [PII]?
[CUSTOMER][POSITIVE] And meanwhile, um, yeah, well, while I got you, um, I was talking to another really nice lady, um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She was telling me that I need to get some documents submitted and I just want them to for it to be documented that I did reach out to the physical therapy company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because she, she told me she needed a copy of the CMS 1500.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, they told me that they couldn't send it directly to me but they can send the bill directly to you guys so I just want to put that on record that they were sending it themselves.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was fine with that. I do, I, I do have the UBO4 from Emory, so that's what I'm getting ready to try to upload now.
[AGENT][NEUTRAL] Oh, all right.
[AGENT][NEUTRAL] Yes, ma'am. Well, I'll make sure I put a note in there that the physical therapy office is going to be sending in the, uh the form for you. Um.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] I'll make sure I note that for you.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][POSITIVE] All right, well I appreciate it and that was it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, well, you have a blessed weekend and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're very welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] All right, bye-bye.