AccountId: 011433970860
ContactId: 172db006-170c-44fb-8532-265fbc7d6816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312329 ms
Total Talk Time (AGENT): 101146 ms
Total Talk Time (CUSTOMER): 157050 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/172db006-170c-44fb-8532-265fbc7d6816_20250623T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, thanks for taking my call. Um, my employer, um, set us up through open enrollment with your company, um, for the gap insurance for health insurance and.
[CUSTOMER][NEUTRAL] I follow the the instructions from our HR department on how to log in and I'm having troubles logging in um I don't ever recall receiving ID cards and my son's having surgery later this week and I wanna make sure I get everything in front of the uh.
[CUSTOMER][NEUTRAL] Health insurance, uh, the health provider make sure this insurance gets filed.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't. I, I can give you my name and social and my employer and all that kind of thing.
[AGENT][NEUTRAL] OK, um, what's your social?
[CUSTOMER][NEUTRAL] [PII]. My name is [PII] and I work for
[CUSTOMER][NEUTRAL] IV technology.
[CUSTOMER][NEUTRAL] They may have it down as Telmar. The legal entity I'm under is um Telmar, but, um, IV owns Telmar, so I don't know how they have it set up with you.
[AGENT][NEUTRAL] OK, let me get that pulled up. Give me one moment.
[AGENT][NEUTRAL] OK, and [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] You bet [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your address?
[CUSTOMER][NEUTRAL] I'm in [PII], [PII]. zip code is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] I do, um, I'm on my cell [PII].
[AGENT][NEUTRAL] OK. Uh, looks like we don't have an email address for you, so that would have prohibited you from signing up online. Um, do you have a good email address you'd like to put on file?
[CUSTOMER][NEUTRAL] Yeah, you bet uh I'll do my home email address.
[CUSTOMER][NEUTRAL] See the the third letter of the alphabet.
[CUSTOMER][NEUTRAL] And my last name, that's [PII]
[CUSTOMER][NEUTRAL] That's all run together, so [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, just want to repeat it back. [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, perfect. OK, got that.
[CUSTOMER][NEUTRAL] And you've got [PII], correct? Yeah.
[AGENT][NEUTRAL] Yes, that's correct. Um, now that that's set up, you should be able to create your OSC account, um, but let me do this to you. Um, I can send some cards your way. Um, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is your system update real time I went back into your website and I'm clicking on um.
[CUSTOMER][NEUTRAL] On this.
[AGENT][NEUTRAL] It does, um, you'll create your OSC account, you're the insured.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Do next. You only need to enter your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Oh cool, not social. perfect. An email got it and date of birth [PII].
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Hey this is.
[CUSTOMER][NEUTRAL] Continue
[AGENT][NEUTRAL] Yes, it's gonna ask.
[CUSTOMER][NEUTRAL] It's taking me to another site, yeah, OK, got it.
[AGENT][NEUTRAL] It's going to ask him, it's a double verification process, so it'll ask to send a verification code. You'll enter that, then create your password. Once that's complete, it'll ask you to log in again. It will ask to send another verification code, and then once that's complete and you've entered that, then you can, you'll be in the system. You can look at your dashboard, your policy certificate and ID card, etc. But in the meantime, do you want me to go ahead and email over your ID card?
[CUSTOMER][POSITIVE] No, that would be awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get that sent.
[CUSTOMER][NEUTRAL] And then I guess the the other question I have for you, sorry, um, I get that this is a multistep verification, but as I'm looking at the screen I have my email at the top that says send verification code, but also on the same screen as areas for new password. Do I do the verification code first before trying to attempt to enter the passwords?
[AGENT][NEUTRAL] Oh no, you're fine.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you. You've been hugely helpful.
[AGENT][POSITIVE] OK, uh, just give it a few minutes, you'll get that card and if you have any issues at all, don't hesitate to give us a call back, OK?
[CUSTOMER][POSITIVE] Alright thank you take care.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye.