AccountId: 011433970860
ContactId: 17de07f7-ab3d-4ead-bc94-deccf6845251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476690 ms
Total Talk Time (AGENT): 164049 ms
Total Talk Time (CUSTOMER): 218831 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/17de07f7-ab3d-4ead-bc94-deccf6845251_20250519T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEGATIVE] Um, hi, I, um, got my cards in the mail today and I was, um, trying to set up my online account and it's saying that there's no, that I don't exist in your system.
[AGENT][POSITIVE] All right, I'd be happy to help you.
[CUSTOMER][NEUTRAL] And it might be because
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK. um.
[CUSTOMER][NEUTRAL] No, I was just gonna, no, it's my fault, um, so it might be because just to save you some work if this is the reason.
[CUSTOMER][NEUTRAL] Um, so it's not gonna be active for another 60 days, um, so I don't know that like because I just started this job, so I just got the, um, supplemental, the APL, and um I still have another 60 days to go before it's actually active. So could that be why I can't set it up yet?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can take a look um if we've already issued you a policy number you should be able to um but I'd be happy to take a look at that today and see if we can figure it out. What's your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Um, it's [PII] and the last name [PII] and the policy number, let me see, to be on the card. Alright, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It would it be the payer ID or the group number?
[AGENT][NEUTRAL] Um, give me the group number. I might can find it that way.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so it's 263-30.
[AGENT][NEUTRAL] All right, give me just a moment.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, the policy number, it's on my, it's on the letter. Oh, you got it? OK.
[AGENT][POSITIVE] OK, it's all right.
[AGENT][NEUTRAL] No, what's what's the policy number?
[CUSTOMER][NEUTRAL] OK, so it's 02625314.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment. I'm gonna look that up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] 25
[AGENT][NEUTRAL] Alright Miss [PII], I was able to locate a policy. I just need to verify some information before we can continue.
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What, what is your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And just in case we get disconnected today, what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And the last thing I need is your email address.
[CUSTOMER][NEUTRAL] OK, so it's um [PII].
[AGENT][NEUTRAL] All right, so that is probably our issue, Ms. [PII]. It looks like we have your uh work email. Can you verify that for me?
[CUSTOMER][NEUTRAL] Oh sure, it's [PII].
[AGENT][NEUTRAL] OK, now I can change it to your um.
[AGENT][NEUTRAL] Personal email if that's the one you would prefer using, would you like me to change it?
[CUSTOMER][NEUTRAL] Um, yes, please, if you don't mind. Yeah, so it's OK, do you want me to spell it out for you again, or do you have it right there?
[AGENT][NEUTRAL] OK, I do not let me.
[AGENT][NEUTRAL] Um, yes, I'm gonna need you to spell it out for me one more time.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I've got that updated for you and.
[AGENT][NEUTRAL] Let me check one more thing.
[AGENT][NEUTRAL] OK, so Ms. [PII], if you would go ahead and try to sign up again.
[AGENT][NEUTRAL] And you'll use your um personal email this time and when it asks for a um I can't remember exactly what it says it'll say your social or um a member ID put your social in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, for the member ID, OK, all right, I'm into where it says create your account, so I think.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Everything's OK, right? Should I, I not, should I or should I do it while you're on the phone with me?
[AGENT][POSITIVE] Yes, and go ahead and do it while we're on the phone that way if you come into any other issues I can try to work them with you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And if you get to the part where you can set up your password, you should be good to go.
[CUSTOMER][NEUTRAL] Oh, OK, that's where I'm at. Let me see. Oh, it wants more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no, it's just sneaking through.
[AGENT][NEUTRAL] Yeah, it has very specific instructions on the, the password, um.
[AGENT][NEUTRAL] It's at the should be at the bottom.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, it wants a symbol and number. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And also I forgot to tell you this before the user name that you set up um it is case sensitive so make sure that you write that down um it has to be exactly how you entered it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEGATIVE] Oh man, OK, I just messed that up. No, I didn't. OK, um.
[CUSTOMER][NEUTRAL] OK uh.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEGATIVE] And then that's OK, OK, um, sorry, I, this stuff drives me nuts. I'm sorry.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] It's no problem.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Alright, looks like your current, OK, perfect. Your account has been successfully created.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, and that's awesome thank you so much. I appreciate that.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Um, no, thank you. You've been great. Thanks so much for your help.
[AGENT][POSITIVE] No problem. You are so welcome. I hope you have a wonderful day and thank you for choosing APO.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.