AccountId: 011433970860
ContactId: 0271ab75-f0e8-4a0d-aee6-414cad2c3865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302079 ms
Total Talk Time (AGENT): 132687 ms
Total Talk Time (CUSTOMER): 124651 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0271ab75-f0e8-4a0d-aee6-414cad2c3865_20250407T21:21_UTC.wav
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[CUSTOMER][NEUTRAL] I've been.
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Uh, yeah, I'm trying to create an online account but it's saying it's not recognizing us.
[AGENT][POSITIVE] Alright, I'd be happy to help you with creating your account today. um, what was your name?
[CUSTOMER][NEUTRAL] Uh well, I'm under my husband's, it's [PII]
[CUSTOMER][NEUTRAL] And last name is [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright, and just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, on the car, which one is the policy number because there's an inpatient number and an outpatient number.
[AGENT][NEUTRAL] Um, so I think that's gonna be the same number minus like the last 3 or 4 digits. Is it that way on your card?
[CUSTOMER][NEUTRAL] Yeah, yeah, um, so.
[AGENT][NEUTRAL] OK, so either one will be fine.
[CUSTOMER][NEUTRAL] OK, 0245.
[CUSTOMER][NEUTRAL] 7349 and it is M as in Mary, L as in Lima and the number 7.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Give me just a moment. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] 00, I will.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, I was able to access y'all's account. I just need to verify a little bit of information before we can continue, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what is your husband's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and what is y'all's address?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you verify the phone number on the account?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the last thing I need you to verify is his email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK perfect thank you so much. Now let me check on the OSC and see if I can see what's going on OK?
[CUSTOMER][POSITIVE] It just, I got it OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, yeah, I wasn't sure if he already, he doesn't know if he already created an account or uh.
[CUSTOMER][NEUTRAL] I need to create one.
[AGENT][POSITIVE] No problem. I can see um when I check it here.
[AGENT][NEUTRAL] OK, he has not created one yet.
[AGENT][NEUTRAL] Um, and let me see.
[AGENT][NEUTRAL] When you go to create one.
[AGENT][NEUTRAL] You need to select on an individual.
[AGENT][NEUTRAL] And then under where it says social security number or member ID.
[AGENT][NEUTRAL] You're gonna put his social in there. Have you been doing that?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yeah, I've been doing that. Uh, let me try it again and then the email is that the Outlook one I have to put in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe that was it because I was putting in a different email for him.
[AGENT][NEUTRAL] OK, yes, it has to be that Outlook email that we have on the account, so let's try that and see if it'll let you get in.
[AGENT][NEUTRAL] And remember when you get to create your username um it is case sensitive so just make sure that um.
[AGENT][NEUTRAL] You write it down.
[CUSTOMER][POSITIVE] Oh, that works.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so it's case for the for the evening.
[AGENT][NEUTRAL] Yeah, for the username, yes, when you get to that part it is case sensitive.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh, I think I got it from here actually.
[AGENT][NEUTRAL] OK, so it lets you move on to step 3?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, perfect. Uh, was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Uh, no, that's all. And do you have any questions there? No, that's it. Mhm.
[AGENT][POSITIVE] All right, well, if y'all do have any other questions y'all can always give us a call back. Thank you so much for calling APL and I hope y'all have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] No, it's best.