AccountId: 011433970860
ContactId: 1ffdf4af-c9d8-4cae-be8b-4d98a1c34591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479519 ms
Total Talk Time (AGENT): 171559 ms
Total Talk Time (CUSTOMER): 150490 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/1ffdf4af-c9d8-4cae-be8b-4d98a1c34591_20250108T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was trying to register for the APL group. When I put in my last name, Social Security number, date of birth, and all that, it says it doesn't, uh, find the information to contact uh.
[CUSTOMER][NEUTRAL] You guys.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to assist you. Anytime you see that um error, it's just saying something on our side needs to be corrected, um because the both systems link. I can definitely help you with the sign-on. And Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, I just discarded your card anyway, it's [PII] is the phone number, and the card, like I said, I discarded because I've had it for since [PII] something, and then I said, oh, I need to get a new one.
[AGENT][NEUTRAL] Oh, OK. Um, well, I can look up the policy with your social.
[CUSTOMER][NEUTRAL] Yeah, no problem, let me, let me know when you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for everything to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] 1672563. OK, I just found the policy. I'm getting ready to pull it up now. Can you verify your, you're welcome, your date of birth, your mailing and email address on file?
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] What was the other thing you needed?
[AGENT][NEUTRAL] Your mailing address and your email address.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] An email. I used to have Hotmail, but I canceled that and maybe I don't know if you have [PII].
[AGENT][NEUTRAL] OK, we are showing the [PII]. Should I change it to [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, and that's probably what's giving you the error. So I'm gonna go ahead and save that and then you can enter everything back on the screen, because we had [PII]. If you were entering [PII], it's gonna give that error.
[CUSTOMER][NEUTRAL] Uh, OK, yeah, I was entering [PII].
[AGENT][NEUTRAL] Hold on one moment. OK, so I just saved it, so you should be OK now.
[CUSTOMER][NEUTRAL] OK, but I, I don't have a like, I mean, I, I wasn't registered as a user correct on the uh site.
[AGENT][NEUTRAL] Uh, let me see if there's already, uh, um, an account. Hold on one second.
[AGENT][NEUTRAL] No, I'm not showing that you have an account um on the online service center yet.
[CUSTOMER][NEUTRAL] Oh, OK, great. Alright, I'll go ahead and create one then, uh, let me, I have you on the phone.
[AGENT][NEUTRAL] Yes, I just want to make sure you're OK.
[CUSTOMER][NEUTRAL] Let me see one
[CUSTOMER][NEUTRAL] No, I keep getting the same message to call the number and dial option 4.
[AGENT][NEUTRAL] OK, hold on, let me do it on my side. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're choosing for step one, I'm an individual.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. Last name [PII]
[CUSTOMER][NEUTRAL] Individual account yeah.
[AGENT][NEUTRAL] And you know what, it might be something with the
[AGENT][NEUTRAL] Social, because I couldn't find it with the social. Hold on, I just thought about that. I'm sorry.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] I literally just thought about that when you said it.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, because it's asking for social or member ID.
[AGENT][NEUTRAL] Oh, I see what's happening. OK. The last number of your social is a [PII], right?
[CUSTOMER][NEUTRAL] Correct, it's, yeah, [PII].
[AGENT][NEUTRAL] OK, that's why I couldn't find it. So in the system it's [PII]. Let me correct that. Hold on one second.
[CUSTOMER][NEUTRAL] Oh, how did that happen? OK.
[AGENT][NEUTRAL] I'm sorry, I didn't even put that all together until you mentioned it.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's about 3 screens. I just gotta make sure it's correct on all of them.
[CUSTOMER][POSITIVE] Oh my goodness, OK.
[AGENT][NEUTRAL] 7979. OK, try it again. I just changed it in all the screens. I hope.
[CUSTOMER][NEUTRAL] OK, yep, it took it now.
[AGENT][NEUTRAL] You good? OK, so yes, it was that digit that that 7 there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Alright, and I can request a card I'm doing this right online and everything?
[AGENT][NEUTRAL] Well, actually, you can, yes, but it looks like when I changed the um that last digit in your social, it put for a card to go out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, now do you guys offer digital cards or no?
[AGENT][NEUTRAL] Yes, sir. Um, on your online service center once you create the username and password and everything populates there, when you're on your dashboard to the right, it'll show you an image of your card and then you can like download it or print it out.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds great.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, [PII], thank you so much for your assistance. I appreciate it and happy new year to you.
[AGENT][POSITIVE] You're very welcome. Happy New Year to you also and thanks for calling APL.
[CUSTOMER][POSITIVE] Alright thank you bye bye now.
[AGENT][POSITIVE] You're welcome. Bye-bye.