AccountId: 011433970860
ContactId: 0af1d941-3108-456f-b8ea-fca242ecbe2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476040 ms
Total Talk Time (AGENT): 210517 ms
Total Talk Time (CUSTOMER): 156715 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/0af1d941-3108-456f-b8ea-fca242ecbe2f_20250128T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey, how are you? My name is [PII].
[CUSTOMER][NEUTRAL] I do have a policy with you guys for my job, you know, when I was trying, I just got it, of course this year, but uh when I was trying to set up the account on my own online on your website and I put my information is this it says that uh they can't find my information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, um, most of the time, uh, well, the information that you input does have to match what's in our system, uh, so we can double check, make sure all of that is correct. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that. And then, um, do you have your policy number?
[CUSTOMER][NEGATIVE] I don't because I, this is my first time getting it, so I don't even know where to get it from.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries um I could start using your social.
[CUSTOMER][NEUTRAL] You got it, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And what was your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Like [PII], all together, [PII].
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Well, I did not get that res result with that social, um, let me read your social back, make sure that I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes, I see my policy number. I also see my policy number here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see uh I'm looking at the paper that they gave me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But I see 2 numbers.
[AGENT][NEUTRAL] Does one begin with a like a 02 or a 2?
[CUSTOMER][NEUTRAL] Oh no, no, no, no, I got it.
[CUSTOMER][NEUTRAL] No, no, no, never mind. I was just an example. I'm, I'm looking through the paper my job gave me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But then it doesn't give me any, I don't have any policy number unless you guys, do, do you guys do you guys mail us anything when we first signed up for it?
[AGENT][NEUTRAL] Um, yes, we should absolutely, um, depending on how recent it's been though, it's possible you've not received it just yet, um, I'm sorry, you did say your first name was spelled [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] Alright, let me try, right, let me try searching just using your name give me just a moment.
[CUSTOMER][NEUTRAL] Like [PII] you wear like
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What was your um date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, well, I've found a gene [PII], but
[AGENT][NEUTRAL] Different date of birth, so bear with me just a moment.
[CUSTOMER][NEUTRAL] There's another person with a different date of birth. What's the date of birth?
[AGENT][NEUTRAL] Yeah, yeah, apparently you're not the only one.
[AGENT][NEUTRAL] Let's see. What state do you live in, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's interesting. Well, that might be the problem because this one, what is your uh full address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] Sweet.
[AGENT][NEUTRAL] OK, what was the city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII], OK.
[AGENT][NEUTRAL] Apparently there are a few Jean Fostons in [PII]. None of them have your address though. Bear with me just a moment.
[AGENT][NEUTRAL] Could it be under a different address, [PII]?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK, in that case I am sure not finding you in our system, um, not with your name or with your social if you're able to find that policy number, um, give us a call back so we can help you out because that very well might be why um you're not able to of course create an account uh if we have any information in our system incorrect.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How can there be another g host in the area.
[AGENT][NEUTRAL] There's a few, there are a few, um.
[CUSTOMER][NEUTRAL] In your system that's using gap.
[AGENT][NEUTRAL] Um, yeah,
[CUSTOMER][NEUTRAL] It's a
[AGENT][NEUTRAL] There's a couple
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You did say this was a gap policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there a way you can find it to my job? Is there anything you do?
[AGENT][NEUTRAL] Um, do you have the group number?
[CUSTOMER][NEUTRAL] But you want the information right so boom.
[CUSTOMER][NEGATIVE] I'm paying for something and I can't even get access to it.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] It's a month.
[CUSTOMER][NEUTRAL] So where do I go from here? How do, how, how would I be able to get this policy number that I've never seen before?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure, OK, so if you don't have the group number, um, I could try searching the name of your employer. The problem with that is that sometimes their name in our system might be different if they're owned like if it's under a specific group, so it might not be the same as your employer's name, but we can still try that.
[CUSTOMER][NEGATIVE] That's the problem.
[CUSTOMER][NEUTRAL] Alright, can we try that?
[AGENT][NEUTRAL] Sure, what's what's the name of your employer?
[CUSTOMER][NEUTRAL] Friday
[CUSTOMER][NEUTRAL] Well, you know, [PII].
[AGENT][NEUTRAL] Say it again, I'm sorry.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and that was uh [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, no, I do not see them in our system. OK, so what I would recommend you do Gan is contact your employer, um, make sure that this information is correct if it's through a different carrier or anything like that, um, if they are insistent that it is through APL, um, they need to be able to get with their agent or broker whoever signed you up so that you can get this information because if you do have a policy with us there's clearly some information that's not correct if I'm not able to find you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, sorry, there wasn't