AccountId: 011433970860
ContactId: f502aa90-cb4b-4d2a-9a61-09934668d3a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252419 ms
Total Talk Time (AGENT): 114036 ms
Total Talk Time (CUSTOMER): 64862 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f502aa90-cb4b-4d2a-9a61-09934668d3a8_20250611T15:51_UTC.wav
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[AGENT][POSITIVE] Excuse me. Thank you for calling Morgan. How can I help you? I'm sorry.
[CUSTOMER][NEUTRAL] Hi, I needed to check on my claim. I got a text this morning that said my claim was complete.
[AGENT][NEUTRAL] OK, I'll have to get you to the claims department. Do you have a claims number or?
[AGENT][NEUTRAL] Your name?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I have a claim number it is.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well, I have an accent. I know my accent, my, my, uh, no, that, that, that did, yep, yep, yep.
[AGENT][NEUTRAL] Policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have that is that OK?
[AGENT][NEUTRAL] Yeah, sure, what is it?
[CUSTOMER][NEUTRAL] OK, 2361481.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Oh, this says here it says reference oh here's your claim number.
[AGENT][NEUTRAL] Oh, you're OK. I just wanna verify that, um, yeah, that the policy is yours, so give me just a second and then I can get you over to claims.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I keep trying to log in but since I've got the new um.
[CUSTOMER][NEGATIVE] Website it doesn't let me.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have you, did you set up a a um
[AGENT][NEUTRAL] Like a new OSC account for like your insured portal?
[CUSTOMER][NEUTRAL] We did one right before the new one.
[CUSTOMER][NEGATIVE] And now since the new one it won't let you log in.
[AGENT][NEUTRAL] OK, so you did it you did it like the very first correct? because you, I feel like if you were like one of the very first people that did it, then you have to redo it again because it kind of I don't really know the IT situation behind it but excuse me, you'll have to create a new portal. It might be that why it's not letting you log in. What was your first and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what's the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a second. I'll put you on a brief hold and get you over to claims, OK? Is this, um, meddling claim or accident? I don't remember what you said when we first.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Accidental
[AGENT][NEUTRAL] Accident. OK, give me just a second.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] from Broker Resources. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm well. I have an insured on the line who is wanting to check on her accident claim.
[AGENT][NEUTRAL] And I have verified her. Do you mind helping her?
[CUSTOMER][NEUTRAL] OK, what is her name?
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And her last name is, yeah, um, it's [PII] and I have her policy number if you'd like it.
[CUSTOMER][NEUTRAL] And a callback number?
[CUSTOMER][NEUTRAL] OK, and what is that?
[AGENT][NEUTRAL] 2361481 and I did verify her in line first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And I will
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can join you guys and I can introduce you first and then.
[AGENT][NEUTRAL] And.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], I have the claims department on the line for you and we'll take it from here, OK? Of course, thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. OK, thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How can I help you today?