AccountId: 011433970860
ContactId: 04064e90-fde0-4338-af18-b15d65f3cd3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 918359 ms
Total Talk Time (AGENT): 287490 ms
Total Talk Time (CUSTOMER): 296598 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/04064e90-fde0-4338-af18-b15d65f3cd3f_20250507T15:36_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], good morning. I'm calling because I called yesterday to set up my, my account online.
[CUSTOMER][NEGATIVE] And it's still giving me problems to log in to set up uh to set up a new user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To create my account.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] So it's giving me an option to call you guys.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I didn't have that ready. Sorry about that.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh, do you need the group number or the member or the in hospital outpatient benefits number?
[AGENT][NEUTRAL] The 2nd 1.
[CUSTOMER][NEUTRAL] Outpatient, OK, 02563208.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth, your mailing address, and your email for me.
[CUSTOMER][NEUTRAL] Sure, my date of birth is [PII]. Um, address is [PII]. That's [PII]. My email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, so, uh, what we're gonna do is kind of walk through the, uh, process. Give me your email address again.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that's what we have.
[AGENT][NEUTRAL] And I just wanna verify what you entered because it has to match exactly how we have you set up in our system.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Because I'm trying to set up the, the user and I went to a new user and I put as an individual, I put the last name, my social security number, uh, my, my zip code, my email and my date of birth, and it gives me a message to call you guys because there's something wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your social.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, I think it may have been your email, so let's try it again.
[CUSTOMER][NEUTRAL] My email or my social?
[AGENT][NEUTRAL] I try setting up your account again.
[AGENT][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] OK, let me try.
[AGENT][NEUTRAL] I think the problem may have been your email address.
[CUSTOMER][NEUTRAL] Oh, OK, let me try.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I just go back and try to set it up again.
[AGENT][NEUTRAL] No rush.
[CUSTOMER][NEUTRAL] Let's refresh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's still giving me that message. Oops, there seem to be a problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you selected that you're an individual with an APL policy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then your last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII] correct.
[AGENT][NEUTRAL] And what did you put in the next bill? Your social?
[CUSTOMER][NEUTRAL] My social.
[AGENT][NEUTRAL] OK, which you gave me [PII].
[CUSTOMER][NEUTRAL] Unless you want me to try.
[CUSTOMER][NEUTRAL] Mhm. Unless you want me to try the policy, the, the member ID the member ID.
[AGENT][NEUTRAL] Try your
[AGENT][NEUTRAL] Yeah, yeah, try the member ID number and if you could say the number out loud to make sure it matches what we have in our system.
[CUSTOMER][NEUTRAL] Sure, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the number is the outpatient certified number.
[AGENT][NEUTRAL] No, you have a
[CUSTOMER][NEUTRAL] Do I put the letters or just the number?
[AGENT][NEUTRAL] It's not the policy number, ma'am. I'm showing that you have a member ID number that was assigned by your group. I'm showing it's 299.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, I don't have that one.
[AGENT][NEUTRAL] OK, try this number.
[CUSTOMER][NEUTRAL] I don't have that number.
[AGENT][NEUTRAL] OK, you could also do it by your social but it's not working, so I'm gonna have you do it by with your member ID and see what happens, um, 299.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 299.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] 689.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 09
[CUSTOMER][NEUTRAL] So it's 6, hold on, it's 29966.
[CUSTOMER][NEUTRAL] Where's 16.
[AGENT][NEUTRAL] Let me start over, let me start over.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, because you, you repeated the 6 so I wasn't sure if it's double or not.
[AGENT][NEUTRAL] 229
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 689.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 09.
[CUSTOMER][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] And you provided a zip code of [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And your date of birth you gave me is.
[AGENT][NEUTRAL] [PII]? OK, and see what happens now.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And, and if you look, and am I looking, hold on, let me double check something.
[CUSTOMER][NEUTRAL] And the, all the fields in it, the, the, I put everything. The only one that it's a different color.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is the one that says Social Security number or member ID?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not a policy number.
[AGENT][NEUTRAL] You know, you can't use your policy number. It's not, we don't want the poli that's why we say don't, don't use the policy number.
[CUSTOMER][NEUTRAL] Yeah, that's the only one that is in a different like a different blue to it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like that's the problem? Mhm.
[AGENT][NEUTRAL] So, enter your social again, we have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's weird.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Why it's not.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, could it be that I already have an account set up and or I'm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You do?
[AGENT][NEUTRAL] And oh,
[CUSTOMER][NEUTRAL] No, I'm asking you, and I don't know if.
[CUSTOMER][NEUTRAL] Because I, I've never set up anything that uh that's why I'm asking.
[AGENT][NEUTRAL] Yeah, if you
[AGENT][NEGATIVE] Yeah, uh, yeah, I do not show an account set up for you.
[CUSTOMER][NEUTRAL] Is there any way you can set it up for me and then I just go and change the password?
[AGENT][NEUTRAL] Let's see, yeah, you'll have to go in and change the password let me see.
[CUSTOMER][NEGATIVE] I mean, I'm trying to give up the alternative here.
[AGENT][NEUTRAL] I know, let me see.
[AGENT][NEUTRAL] I know, I know. Let's see, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code.
[AGENT][NEUTRAL] I think it's your email for some reason. Let me look at it one more time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], which is your last name, then your last name, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I tried doing it on my phone.
[AGENT][NEUTRAL] Yeah, the information that you're entering is correct on my end it says that this is an internal thing about your customer number.
[CUSTOMER][POSITIVE] And no, it's awesome.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I would I think.
[AGENT][NEUTRAL] Did you just recently change your email to [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] That's my, that's my work my work email.
[AGENT][NEUTRAL] Because on [PII] it shows that there was an email change.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] From the one that you gave me to the one.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And it looks like it came from.
[CUSTOMER][NEUTRAL] No, that, and then yesterday and yesterday I mentioned I go, could it be that it when the agent set it up set it up with my work email.
[AGENT][NEUTRAL] I think so.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] So you want me to try that email?
[AGENT][NEUTRAL] Hold on 1 2nd for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which one do you want on file?
[AGENT][NEUTRAL] Your personal or work?
[CUSTOMER][POSITIVE] I prefer my pers yeah, no, I prefer my personal because this is, this is mine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Even those two work but it's mine.
[AGENT][NEUTRAL] Mhm. Well, we can leave it at that one.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You're leaving it to which one, [PII] or the uh the you here at the [PII] or the OK perfect.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That can make a difference
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I may have to call you back on this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Would you like for me to try with the SRA trial one?
[AGENT][NEUTRAL] No, because it has to match what we have and we have your personal email on file so and I don't believe that it's your email um what you're entering is correct. I think it's another uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Maybe a little glitch.
[CUSTOMER][NEUTRAL] It's just
[AGENT][NEUTRAL] Um, on our end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] With you
[AGENT][NEUTRAL] Yeah, I'm gonna have to call you back, [PII] on this one. I'm gonna have to do a little research on this one. nothing that you've done, you've entered the correct information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it a, a certain time you would like for me to call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, I mean, I, I, if I don't answer right away I said you there because I don't recognize the number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, it'll be, OK, it'll be an [PII] number.
[CUSTOMER][NEUTRAL] Just try again.
[CUSTOMER][NEUTRAL] OK, perfect. Now I'll keep an eye because normally number that I don't recognize I don't answer. I let it go to voicemail, but now that I know I'll just make sure that it is yours.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK. All right. Sounds good.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] And so I'll, I'll give you a call back.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm bye.