AccountId: 011433970860
ContactId: 17b2f3a5-fe5a-48f6-82ac-67cd32a3e86f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477130 ms
Total Talk Time (AGENT): 143383 ms
Total Talk Time (CUSTOMER): 85033 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/17b2f3a5-fe5a-48f6-82ac-67cd32a3e86f_20250506T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is uh [PII], and I tried creating an online account and it said I, I may not be eligible to create an account.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't because we just, uh, switched over at my work and your uh services was offered and we just signed up.
[AGENT][NEUTRAL] OK. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name is [PII], is that [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK, let me get that pulled up. One moment.
[AGENT][NEUTRAL] OK, what's your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] OK, looks like you don't have an email address set up, so you won't be able to, uh, create an account without an email address. Do you wanna want me to enter an email address so you can get that set up?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your email?
[CUSTOMER][NEUTRAL] Alright, it's uh [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I've got that updated now, so you should be able to go back to our website, the [PII] and then get that created.
[AGENT][NEUTRAL] You wanna try it while we're on the phone or do you wanna just um call us back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I can do it real quick.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Should I refresh my browser and then try to do it because it's still giving me the same message.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEGATIVE] No, it says uh the same message I'm getting right now.
[AGENT][NEUTRAL] Um, let's see here.
[AGENT][NEUTRAL] Are you entering your social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Should there be any uh spaces between my social or it should just be all numbers?
[AGENT][NEUTRAL] Uh, it should just be all numbers. Uh, so we've got your zip code is [PII].
[CUSTOMER][NEUTRAL] Cause I got the, I get.
[AGENT][NEUTRAL] Are you doing it through the as an individual?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just clicked uh as an individual with a policy.
[CUSTOMER][NEUTRAL] And then uh try to do new user.
[AGENT][NEUTRAL] That's 631-29.
[AGENT][NEUTRAL] Um, got.
[AGENT][NEUTRAL] 34
[AGENT][NEUTRAL] OK, could you verify your date of birth for me one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm, that's weird.
[AGENT][NEUTRAL] Sorry, I'm trying to figure out what's going on here. Um.
[CUSTOMER][NEUTRAL] Oh, you're OK.
[AGENT][NEUTRAL] I don't know if it's because it just became active. Typically though, you're, I mean can I can see on my admin side, so I don't know why.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, I'm gonna have to put in an IT ticket to see why you're not able to create it. Um, do you need your cards or anything in the meantime, or?
[CUSTOMER][NEUTRAL] Oh yeah, that, I mean, that would be good if you can maybe email them to me or I don't know how you can make some digital copies.
[AGENT][POSITIVE] OK, yes, I can do that.
[AGENT][NEUTRAL] Um, let me get that pulled up.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't have a copy of your card either. That's strange. OK, um, let me work on getting that and then I'll get that email to you, um, and then is this number a good number to reach you? [PII], uh, the one that you provided, the [PII]. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll check with our IT department and see what's going on and then also see why your cards haven't been generated. So, um, once I receive those those emailed over, but we've got you active in the system. So if you did go to the doctor, um you just provide them with the policy number that 2621795, that's your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 262-621-795 is that what you?
[AGENT][NEUTRAL] Yes, and then we can verify that you're covered, um, and what your benefits are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.