AccountId: 011433970860
ContactId: 031cc82c-d8d6-44c6-8a4b-d6fbd30526ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557349 ms
Total Talk Time (AGENT): 209913 ms
Total Talk Time (CUSTOMER): 181204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/031cc82c-d8d6-44c6-8a4b-d6fbd30526ff_20250604T19:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, um,
[CUSTOMER][NEUTRAL] I received my insurance cards and I try to um register online.
[CUSTOMER][NEUTRAL] Um, but, um.
[CUSTOMER][NEGATIVE] It never gave me the option to set up like a password, and when I tried to log in it was asking me for a password so it gave me a one time verification code and when I put that in, it told me that there's no account registered.
[CUSTOMER][NEUTRAL] To that email address.
[AGENT][NEUTRAL] OK. What is your name and policy number, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the policy number is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02635080
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And my mail address is [PII].
[CUSTOMER][NEUTRAL] Uh my date of birth, uh, what was that on my email is [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, it'll be uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 76
[CUSTOMER][NEUTRAL] 82
[AGENT][NEUTRAL] OK, thank you and did you try to sign on as a new user or create a new login?
[CUSTOMER][NEUTRAL] Yes, because I was trying to log in so I could see my coverage and where uh where the insurance is accepted at like what, where can I go to see what doctors and I believe that all that is online but I couldn't log in.
[AGENT][NEUTRAL] Well, we don't have a network of providers. Looks like you had a dental policy with us. Uh, you can either contact Carrington or our website at [PII] under provider resources if you put in the search bar, that way you can look for a provider that may participate with Carrington. Um, as far as your login, give me one moment.
[AGENT][NEUTRAL] OK. It would have sent a verification code. Did you enter that code and enter a password?
[CUSTOMER][NEGATIVE] No, when I entered the code, it didn't log me in it just in red letters it says something about the account is not registered to the email or something about the email not being registered.
[AGENT][NEUTRAL] Yes, sir, you have to complete the processing because once you entered the verification code, they have done at the bottom to where you can enter uh select or enter a password. Once you do that, then you've created account and if you've already set up on the account, which is just still showing pending, so I'm assuming you hadn't gone to that final stage yet.
[CUSTOMER][NEUTRAL] But I received
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But once you do it, um, you will have to, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Once you set up an account, it will ask for your email address and your password and then send a verification code to that email address to where you can put in that verification code, but you, I'm showing that you still hadn't finished the processing of the or haven't complete the process of setting up an account so again once you put in that pending or that verification code.
[AGENT][NEUTRAL] At the bottom, you should see where it asks for a password.
[CUSTOMER][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] And also ask for.
[AGENT][NEUTRAL] Um, they need to put the password in again and then it has for the.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Trying to think what is it called the dis uh display name or something like that?
[AGENT][NEUTRAL] Then you've complete, but since you hadn't set up a password, it's not complete.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, OK, at the very beginning when they asked like agency, I think it was like um provider I select, I think it was insured.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, cause, um, I think I might have done, I selected the wrong one there cause I'm getting this insurance through my work agency.
[CUSTOMER][NEUTRAL] I think I might have selected agent.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, yes sir, you would need to select insured.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK, I just filled out my social security email date of birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I click next.
[CUSTOMER][NEUTRAL] It says to complete your account set up, click continue once you have created your account, you will be redirected back to online service center to complete your set up.
[AGENT][NEUTRAL] Mhm, so hit complete hit continue.
[CUSTOMER][NEUTRAL] So continue.
[AGENT][NEUTRAL] And you see at the top that for verification code, that code will be emailed to the email address that you have on file [PII].
[AGENT][NEUTRAL] Once you put in that verification code, then you enter your pass or enter what password you want.
[CUSTOMER][NEUTRAL] OK, yeah, I see here.
[CUSTOMER][NEUTRAL] OK, so it says asking for my email and then there's a blue button send verification code and then at the bottom it says new password confirm new password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I have to send the verification code before I fill it out?
[AGENT][NEUTRAL] Yes, because it's gonna, it's not gonna let you go to the final process. That's why I sent a verification code to the email that you have on uh we have on file. You put in that verification code, enter your new password, confirm that password, then you should be able to set up.
[AGENT][NEUTRAL] And just to let you know each time once you set up an account each time that you log back into the account it's gonna always send an email with a verification code that you would have to enter.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And um I did get, um, health and dental insurance. Are they two separate ID cards?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I still need to receive my health ID card because I only received the dental one.
[AGENT][NEUTRAL] OK. I can send a request for the cards to be mailed to you or when you set up on the online service center, you should be able to pull up your card and print out if you need to, but I will send a request for it to be remailed out to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, you're welcome. And is there anything else I can assist you with? Were you able to set up an account?
[CUSTOMER][NEUTRAL] Uh, yes, right now I'm just agreeing to the terms and the private policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I already filled uh the password.
[CUSTOMER][POSITIVE] OK, so, uh, your account has been successfully created. Go to dashboard. OK, I'm, I'm all set. Thank you.
[AGENT][NEUTRAL] OK, you're welcome. So hopefully you should receive your card in 3 to 5 business days. I've sent a request for it to be mailed out to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, you're welcome, Mr. [PII]. Thank you for calling APL. You too. Bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye.