AccountId: 011433970860
ContactId: ff378481-1b47-402f-8b2c-0a63b99d15e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667409 ms
Total Talk Time (AGENT): 150000 ms
Total Talk Time (CUSTOMER): 135147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ff378481-1b47-402f-8b2c-0a63b99d15e7_20250604T20:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, uh, I got a uh email today that I have my claim has been completed, but I'm unable to, uh, access it on the internet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Have you registered again on the internet since Monday?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Have you registered again to the website since Monday because we changed the website was changed Monday.
[CUSTOMER][NEUTRAL] Uh, no, I have not.
[AGENT][NEUTRAL] No, OK, so we can go through that. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII]
[AGENT][NEUTRAL] Alright, and may I have a callback number just in case we get disconnected, Mr. Her?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have the claim number.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] 3608817.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me pull this copy of the.
[AGENT][NEUTRAL] Mr. [PII], for security, may I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Uh, what do you need again? I'm sorry.
[AGENT][NEUTRAL] Date of birth, mailing address, and email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] OK, what's the email address?
[CUSTOMER][NEUTRAL] I'm, what's that?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] I'm sorry, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're trying to get to our website, correct? with [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so you can go to that website to a [PII] and click on sign in.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's gonna take you to the secure page and you're gonna click on create account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so now I need to create.
[CUSTOMER][NEUTRAL] Create an account?
[AGENT][NEUTRAL] Yes, create an account and you're gonna go, um, you're gonna click on insured. You're gonna do next and you're gonna fill out that information.
[CUSTOMER][NEGATIVE] OK, it doesn't show anything for.
[CUSTOMER][NEUTRAL] Create an account.
[CUSTOMER][NEUTRAL] Have signed in
[AGENT][NEUTRAL] Click on sign in. Once you click on sign in, it's gonna take you to the secure portal and there you're gonna click on create an account.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then OK, create the OSC account?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got that.
[AGENT][NEUTRAL] OK, go ahead and just fill all the information.
[CUSTOMER][NEUTRAL] Uh, which
[CUSTOMER][NEUTRAL] I guess I'd be the insured.
[AGENT][NEUTRAL] And for the email, you said [PII] [PII]. [PII], how do you spell [PII] just to make sure it's correctly spelled?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh yeah, that's yeah that's what we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh Jeez.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Email address, so I'll put in the email address again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it says verification code.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, you should receive.
[CUSTOMER][NEUTRAL] So do I have to uh.
[AGENT][NEUTRAL] You need to go to your email. You need to go to your email to get that verification code.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It doesn't
[CUSTOMER][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] Oh there it is.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I put in the code but.
[CUSTOMER][NEUTRAL] Is it that do I need to put a different one in?
[AGENT][NEUTRAL] Mm, OK, um, tell me in what steps you're in right now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, right now it's I have my um email address and then the verification code.
[AGENT][NEUTRAL] OK, is it asking you to do the password?
[AGENT][NEUTRAL] You know that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So you just go ahead and keep filling out the password and everything and then you need to um agree and then after you agreed, you will go ahead and submit everything.
[CUSTOMER][NEUTRAL] Alright, I'm just having issues with the passwords.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it has to have like smaller cases, or upper cases, special characters and numbers.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You know what I'll uh I'll call you back later.
[AGENT][NEUTRAL] Mm OK. Do you need the, the information of the claim verbally given to you?
[CUSTOMER][NEUTRAL] I don't, I've got to figure this out.
[CUSTOMER][POSITIVE] Yes, that if you could do that.
[AGENT][NEUTRAL] Yeah, I can do that. Yes. Mhm. OK, so I see that we processed the claim on the [PII], which was yesterday, and we're sending a check. Um check amount is 4200.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, that will do it.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, no, thank you very much you've been very uh helpful.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] You're welcome, Mr. Her and thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] But thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Nice.