AccountId: 011433970860
ContactId: ee58c393-9287-4ab1-8fd8-b6959b648a4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382679 ms
Total Talk Time (AGENT): 119033 ms
Total Talk Time (CUSTOMER): 155443 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ee58c393-9287-4ab1-8fd8-b6959b648a4b_20250408T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I, I was caught logging in my account trying to check on the status of uh a claim, but for some reason it's kicked me out. I thought I saved the password and the password I'm using it is not good. Is there are y'all having problems with the system or something?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No ma'am we're not, but I can look into it and see what might be happening and try to help you with it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're very welcome. Um, can I please get your name and your callback number just in case the call gets dropped or disconnected I can call you back.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Mm let me see if I can get that handy. I don't have it. Can I, can you look it up another way? because I can't even get in my system and I don't have my paperwork in front of me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have to dial first before we.
[AGENT][NEUTRAL] Miss [PII], we can look it up with your social if you'd like to do it that way.
[CUSTOMER][NEUTRAL] That's fine [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the last four digits?
[AGENT][NEUTRAL] Please
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, [PII]. Phone number [PII], and you should have [PII], I believe is the one you have.
[AGENT][NEUTRAL] No, ma'am. I have the [PII].
[CUSTOMER][NEUTRAL] [PII] oh [PII].
[AGENT][POSITIVE] OK, all right, thank you so much. Alright, let me go into the online service center and see if I can see anything that can help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, because I could have sworn my username was [PII] and I used the same password for everything, but it's not working.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, it's searching now for me it's gonna be just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, customer.
[AGENT][NEUTRAL] OK, so I can give you your username and then you can go in and reset it, the password if you can't remember it.
[CUSTOMER][NEUTRAL] He.
[CUSTOMER][NEUTRAL] I can do my.
[CUSTOMER][NEUTRAL] Is it going like 40?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] It's [PII] [PII] and the [PII] is capitalized.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, let me see if I can get in there with that. Hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's it. I'm in there, you know what? I used the wrong one. I used [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I was looking for, OK, I guess it shows a claim I'm just trying to see the status.
[AGENT][NEUTRAL] OK. Were you able to get in?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I am in uh.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] I can't see.
[CUSTOMER][NEUTRAL] OK, let me make
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says, OK, I have a claim number now.
[CUSTOMER][NEUTRAL] So do you, can you show me a status or whatever?
[CUSTOMER][NEUTRAL] Can you tell me your status?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is the claim for yourself?
[CUSTOMER][NEUTRAL] It's for my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show the claim um that was submitted on [PII].
[CUSTOMER][NEUTRAL] This is styling
[AGENT][NEUTRAL] And it is being paid by check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the amount of $5000.
[CUSTOMER][POSITIVE] no problem OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, so it's it's being mailed.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because I, I think I uploaded the other information.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And it's just it's just been it's being processed it looks like it's being processed today.
[CUSTOMER][NEUTRAL] OK, when do you show that was?
[CUSTOMER][NEUTRAL] Oh, OK, OK, so that's why it's not showing at the end, OK.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Well that's what I needed to know, OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] All right. Well, you have a good day, Ms. [PII], and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Alright, you're welcome bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.