AccountId: 011433970860
ContactId: 087ac925-284c-45bd-86d1-04579131d0bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295079 ms
Total Talk Time (AGENT): 93575 ms
Total Talk Time (CUSTOMER): 135527 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/087ac925-284c-45bd-86d1-04579131d0bc_20250307T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see um.
[CUSTOMER][NEGATIVE] I'm having trouble, uh, registering for an account.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One second, if you just, you sent me the ID card, um.
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] Uh, group number.
[AGENT][NEUTRAL] Is there a policy cert number or anything like that on there?
[CUSTOMER][NEUTRAL] Sure coverage group number plan.
[CUSTOMER][NEUTRAL] Inpatient, outpatient?
[AGENT][NEUTRAL] OK, one of those numbers.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Let me get
[CUSTOMER][NEUTRAL] do that.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK, so one of those numbers is the in hospitals is 026042.
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK. I see. And can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and the address is [PII].
[AGENT][NEUTRAL] OK, thank you. And can I get your phone number and email address?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] And uh the email, what's that?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, yes ma'am, the email, um, I was trying to correct you, um.
[CUSTOMER][NEUTRAL] The email is
[AGENT][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] Oh, OK, so you want me to repeat it?
[AGENT][NEUTRAL] Uh, I've, I've got it. I just, they put a 1 in front and so it left off the 6 at the end.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I just want to make sure it was right, OK.
[CUSTOMER][NEUTRAL] OK, um, and then the email is [PII].
[AGENT][NEUTRAL] OK, thank you and you're having a problem registering on the online service center um.
[CUSTOMER][NEGATIVE] Yeah, cause they can't find me.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're using all the information we just verified.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, I, I go on as an individual.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I go next I enter all the information and then it says it can't find me.
[AGENT][NEUTRAL] OK. Um, can we verify your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, that's right as well.
[CUSTOMER][NEGATIVE] They had trouble registering me. Um, I don't know if they, when they fixed it, she sent me a a note today saying that it should be fixed, so I don't know if it takes time.
[AGENT][NEUTRAL] Um, who, who did you get the, yeah, what did I correct, do you know?
[CUSTOMER][NEUTRAL] I know I'm in the system. I just.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] What did they change?
[CUSTOMER][NEUTRAL] What does that change it it just registers me.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] En rolls me.
[CUSTOMER][NEUTRAL] There there was an issue with the um integration into our system and it didn't enroll me as the first at the first of the year so they've been trying ever since.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Your policy is active, so that's not the problem.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Line and see what I can do here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, it it says that you've already registered.
[CUSTOMER][NEUTRAL] Oh, maybe because years ago I had an account.
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I can give you the user name if you if you don't remember the user name.
[CUSTOMER][POSITIVE] That's interesting.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] If you could, that would be great. It's probably like [PII] or something.
[AGENT][NEUTRAL] It is and the I is a capital and everything else is little letters and it is case sensitive.
[CUSTOMER][NEUTRAL] OK perfect so I'll just do a reset of the password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And we should be good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, let me see if it finds me.
[CUSTOMER][POSITIVE] Yep, you found me.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with, or?
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Mm, thank you. Bye-bye.