AccountId: 011433970860
ContactId: ff3c34a0-55b7-4669-a253-2ad7c447ecdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559260 ms
Total Talk Time (AGENT): 268852 ms
Total Talk Time (CUSTOMER): 151110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ff3c34a0-55b7-4669-a253-2ad7c447ecdb_20250501T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and um, I, um, can't get into um the website to see any of my claims and so forth. Um, I had a policy originally in my husband's name through a group.
[CUSTOMER][NEGATIVE] And we just recently changed the policy [PII] to um make me the primary person on the account. When I try to log in as a new user, it doesn't, it doesn't um see me in the system anywhere.
[AGENT][POSITIVE] All right, Ms. [PII], um, I'd be happy to help you with getting signed in today. Uh, what is your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And your policy number?
[CUSTOMER][NEUTRAL] The policy is 02598904.
[AGENT][NEUTRAL] Alright, Miss [PII], I was able to locate your policy. I just need to verify a little bit of information before we can continue.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number on file is different from the one that you just gave me, would it be your husband's phone number?
[CUSTOMER][NEUTRAL] It's possible, yeah, [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's it. Would you like me to update it to your number that you just gave me?
[CUSTOMER][NEUTRAL] Yeah, he's not on the policy anymore.
[AGENT][NEUTRAL] OK, I can update that for you and the last thing I need to verify is your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So is it supposed to have a number in the email?
[CUSTOMER][NEUTRAL] Nope, it's supposed to be [PII].
[AGENT][NEUTRAL] OK, I have a uh [PII] that I can get that updated as well. Hold on just a moment.
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] His email address, which was probably in there before had um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They probably just didn't update it correctly.
[AGENT][NEUTRAL] Alright, Miss [PII], give me just a second. I'm going to correct that and the phone number, let's see.
[AGENT][NEUTRAL] And then we should be able to create you an account.
[AGENT][NEUTRAL] OK, so I'm changing your phone number to [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The email [PII] and [PII], correct?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I assume that I would use my social security number um when creating the log in because the policy is now in my name.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Can you verify the last 4 of your social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am, that's the one we have uh so go ahead and try to um well let me refresh this page and let's make sure that it updated. OK, it did, uh, so go ahead and try to create your account and it should let it it should go through now. I think it was just that that email had that number 3 in there and um the emails have to match what we have in the system.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, yes, it's taking me to the next page. So user name does user name need to be the email address or um does it matter?
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh, no, ma'am, it can't be your email. I mean you could do [PII].
[AGENT][NEUTRAL] Um, and it is case sensitive, so, um, make sure that, uh, you remember which letters you capitalize and don't capitals.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], was there anything else I could do for you today?
[CUSTOMER][POSITIVE] All right, I think I'm good.
[CUSTOMER][NEUTRAL] Um, well, I, I was actually logging in to see if a, um, payment was made on my behalf, and it was actually from last year when, um, I was on [PII]'s policy. Is that something you can look up for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I will have to get you over to our claims department, um, for that, but I can definitely get you over to the, um, um, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy actually had a different policy number, so let me pull that up real quick so I can give them all the information when I transfer you over.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so yeah, that claim is gonna go through on his old policy and um that policy number is 01477436.
[AGENT][NEUTRAL] But I'm gonna get you over to our care team and they can look over the claims for you and see um what the status is on that claim, OK?
[CUSTOMER][POSITIVE] OK great thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem. Hold on just a moment for me, Miss [PII], and I'll get some money on the line for you. Thank you so much for choosing APO and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good memory how are you?
[AGENT][NEUTRAL] I'm good thank you um I have an insured on the line um she was initially calling to get help signing into the OSC. I have helped her with that and now she has a question regarding a claim that she filed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On, um, she used to be on her husband's policy now she has her own policy, but the claim's gonna be for her husband's policy because it was last year. I've got both policy numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the first one?
[AGENT][NEUTRAL] Alright, her current policy is 259.
[AGENT][NEUTRAL] 8904.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her call back number is the number that's listed on that policy I updated her her phone number and her email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the claim is gonna be on policy 147.
[AGENT][NEUTRAL] 7436.
[CUSTOMER][NEUTRAL] OK, and then do we by chance memory have the date of service or any of that?
[AGENT][NEUTRAL] I do not. She just said it was last year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no worries, I can check on it for her. um I've got everything I think I need got her call back so you can transfer over.
[AGENT][POSITIVE] All right thank you [PII]. Here she comes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] This is [PII]