AccountId: 011433970860
ContactId: 06cd7001-7a00-4f06-9dd0-51f55cfc362d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188699 ms
Total Talk Time (AGENT): 75630 ms
Total Talk Time (CUSTOMER): 98322 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/06cd7001-7a00-4f06-9dd0-51f55cfc362d_20250416T13:00_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. I'm calling because I'm trying to register online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] My brother. And um I don't know why, but the system is giving me no user was found. Please contact this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you. Are you the policy holder?
[CUSTOMER][NEUTRAL] So, I'm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's my brother.
[AGENT][NEUTRAL] OK, are you on the policy?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, can I speak with your brother?
[CUSTOMER][NEUTRAL] He's not here.
[AGENT][NEUTRAL] OK, we'll need his permission to assist you with setting up his account.
[CUSTOMER][NEUTRAL] I have all the information.
[AGENT][NEUTRAL] OK, what information do you have?
[CUSTOMER][NEUTRAL] I have his ID, certificate number, date of birth, address, I mean, everything. I have everything.
[AGENT][NEUTRAL] Mhm, what's the certificate number?
[CUSTOMER][NEUTRAL] It's just that the, the system.
[CUSTOMER][NEUTRAL] OK, the certificate number is 025895525.
[AGENT][NEUTRAL] And what's your name ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what's your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate that.
[AGENT][POSITIVE] Uh huh. You're welcome.
[CUSTOMER][NEUTRAL] Maybe I'm in the uh maybe I'm in the wrong website, but.
[CUSTOMER][NEUTRAL] I'm, I'm putting everything as a new user.
[CUSTOMER][NEUTRAL] On APL
[AGENT][NEUTRAL] OK. And what's the policyholder's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and so as I was stating earlier, um, because you're not listed on the policy, [PII], we have to get his permission for you to set up an account for him.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Can you do me a favor and send him an ID card because he got, uh, that's what I'm trying to obtain and he got the booklet and there's no ID card. I mean, I have this, this is the ID number, right? The, the one that I just gave you?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Can you please do and send him the ID card?
[AGENT][NEUTRAL] Yeah, we'll have to get, yeah, we'll have to speak with him, um, [PII].
[CUSTOMER][NEUTRAL] But that's all I need.
[AGENT][NEUTRAL] Can you conference him in on the call? Uh huh.
[CUSTOMER][NEUTRAL] To send him the ID card?
[CUSTOMER][NEUTRAL] This is his right. When you, he has on a policy and you need to send him his ID card. I mean, that's common sense.
[AGENT][NEUTRAL] OK, but you're not on the policy, so as a so as security we.
[CUSTOMER][NEUTRAL] OK. I'm not on the policy, but I'm just asking you, I'm just asking you to mail him the ID card. That's all.
[AGENT][NEUTRAL] Yeah and we can do that but we need his permission we can't take it from you he has to request the card.
[CUSTOMER][NEUTRAL] And I don't, you don't need his permission.
[AGENT][NEUTRAL] Or give us permission to speak with you is what I'm saying, [PII].
[CUSTOMER][NEUTRAL] When you have a policy, isn't that the, the member's right for the insurance to send him, OK? He, he hasn't received his card.
[AGENT][NEUTRAL] It is, yeah, he has, it is, yeah, we, we send him the policy and we'll give him a card as well, but he has to request it or give us permission to speak with you to request it for him is what I'm saying.
[AGENT][NEUTRAL] So we're not denying him the card we're.
[CUSTOMER][NEGATIVE] That's a ridiculous