AccountId: 011433970860
ContactId: f906d20e-6fe8-40d1-8d73-a01c95ece769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262940 ms
Total Talk Time (AGENT): 98107 ms
Total Talk Time (CUSTOMER): 109509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f906d20e-6fe8-40d1-8d73-a01c95ece769_20250502T15:26_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] A lot of
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling because I, um, I have an APL as a supplemental insurance through my employer, and I'm trying to log in to the service because I saw that I had some claims that were reviewed and and accepted. I'm, um, I'm having an issue logging in. Um, I don't know whether to put that I'm an individual or a group.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then when I try to log in for some reason it doesn't work.
[AGENT][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, let me, um,
[AGENT][POSITIVE] I can help you with that online service center sir. May I please get your call back number just in case the call's dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have here the group number um.
[CUSTOMER][NEUTRAL] Let me see here and then I have here.
[CUSTOMER][NEUTRAL] The certification number. I don't know if this is my policy number, but I have the card here that explains. So my group number is 80.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 100.
[AGENT][NEUTRAL] OK and then what is the certification number? Either one would be fine.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 02559
[CUSTOMER][NEUTRAL] 100 M as in money, L 7.
[AGENT][POSITIVE] OK. Thank you so much. Let me look that up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], I'll need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you so and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It should be [PII] is my address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then my email, I don't know what email you have, but um the email I normally use is [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And then um the phone number that's on the policy, sir.
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying that for me and let me go into the online service center and see if there's anything that I can see.
[AGENT][POSITIVE] That we can help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because it just for some reason it won't let me log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that's because you've already signed up for it. If you're going in as a new user.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] It's not going to work for you because you've already signed up for it. Do you want your user name?
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It's [PII] all lower case.
[CUSTOMER][POSITIVE] OK, OK, perfect. Well, that solves that, that explains, that explains that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And if you can't remember your password there's a a way to have uh.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 457.
[AGENT][NEUTRAL] Password change sent to your cell phone so you can change that if you'd like to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm doing it right now as we speak. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you so much.
[AGENT][POSITIVE] Welcome you have a wonderful weekend and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank you so much. Have a great one. Bye.
[AGENT][NEUTRAL] You too.