AccountId: 011433970860
ContactId: 036776b6-4dff-4912-98ec-f5641d62948c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279399 ms
Total Talk Time (AGENT): 145917 ms
Total Talk Time (CUSTOMER): 138519 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/036776b6-4dff-4912-98ec-f5641d62948c_20250624T19:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Pa, so I have a question. I'm trying to log in online, but I cannot find my account anywhere. I tried email. I tried forgot my password. Is there a way that you can check that I'm still active?
[AGENT][NEUTRAL] Yep, give me your name and your policy number.
[CUSTOMER][NEUTRAL] Yeah, let me see I have the card in front of me. I have a payer ID. I have a group number.
[CUSTOMER][NEUTRAL] Um, I have an in hospital benefits cert number.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, give me the outpatient. Mhm, yes, sir.
[CUSTOMER][NEUTRAL] Does any of that help?
[CUSTOMER][NEUTRAL] Let's see the outpatient benefit number is 02473357 M as in mother, L as in Larry 8.
[AGENT][POSITIVE] All righty, thank you for all that, and I'm so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] So, my name is [PII].
[AGENT][NEUTRAL] Uh, [PII], thank you for all that information. Let me get you pulled up. Let's see. Yep, I got you pulled up. OK, go ahead and verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And now your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, I do see that is all correct and I do not see an email address in my system, so that is probably why you can't log it in. Yes sir, it has to be um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] That's why.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, you have to add that email now on this new OSC so once you do that, you should not have any problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I do that?
[AGENT][NEUTRAL] 00, the OSC you have to pull your account up and then add your email.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK. OK, I tried that. I go online I add my last name, my email, but it's not doing it it's not allowing me to do it. I'll do it again.
[AGENT][NEUTRAL] Now I think you have to log in before you can actually add your email. Can you log into your account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But how can I log how how can I log in if it's asking for an email?
[AGENT][NEUTRAL] Oh, OK, I see what you're saying. OK, well, hang on, I may.
[CUSTOMER][NEUTRAL] Yeah, it's asking for an email and it says that email yeah email doesn't exist.
[AGENT][NEUTRAL] Yeah, I got you now. OK, hang on and and and we may have to add it on my system before you can add it on that to match. That's what it is, that's what it is. OK, yeah, I gotta get my head wrapped around. OK, I'll tell you what, let me get back over here. Uh, give me your email address that you want in the system.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That would make sense, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's my last name which is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it should be [PII].
[AGENT][NEUTRAL] All right, hang on, is that your work email?
[CUSTOMER][POSITIVE] That is correct. That's my work email.
[AGENT][NEUTRAL] Yeah, I don't think that you can use your work email anymore. It has to be a personal email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No problem. Let's do this then. Let's do my first initial [PII].
[AGENT][NEUTRAL] I mean.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that's my initial [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that all back before I add this. That's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That is correct. That is correct.
[AGENT][NEUTRAL] OK, what I'm gonna do is send a request over to get that email email address uh updated in our system uh usually you're gonna take a couple of hours uh to get that over to that department for them to get it entered. So once we entered here, then I would just try back in the morning and you should be able to get into it because your email will be there.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The more.
[CUSTOMER][POSITIVE] That sounds good thank you so much for your help.
[AGENT][NEUTRAL] OK. Well, yes, ma'am. And is that all that I can help you with, [PII]?
[CUSTOMER][POSITIVE] That's it thank you have a great day.
[AGENT][POSITIVE] OK. Well, yes, sir, and you as well and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] That