AccountId: 011433970860
ContactId: 21c355db-2a6e-4121-a7e8-88ea289714b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 797809 ms
Total Talk Time (AGENT): 415486 ms
Total Talk Time (CUSTOMER): 216056 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/21c355db-2a6e-4121-a7e8-88ea289714b5_20250303T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] as well. How are you?
[AGENT][NEUTRAL] Oh, good. How are you, [PII]?
[CUSTOMER][NEGATIVE] I'm good. I am um trying to go to your online service center and because I got a new card in the mail uh the other day and it said I had to register and as I'm trying to register it tells me um that no you uh and I'm trying to sign in as a new user and it says there's a problem and to call you basically.
[AGENT][POSITIVE] OK, wonderful. I can help you with that. Well, not wonderful, you're having problems, but I do think I can help you with that.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] All right, [PII], what is your policy number?
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] 02262355.
[AGENT][NEUTRAL] Chances are we have 11 digit or a dash or a period or something.
[AGENT][NEUTRAL] You know, not in place or missing some information.
[AGENT][NEUTRAL] And because everything has to match letter for letter, so let's say 02262355.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] 02262355
[AGENT][POSITIVE] Alright wonderful and may I have your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Wonderful. That is how we have it spelled. So there's a little bit more uh a little bit more verification here and while we're doing that we can make sure all of our information is correct. So Miss [PII], let's verify your date of birth and then your address.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK, so that looks good. Now let's verify your phone number and then your email address.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] OK, that looks good.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] That's what we, we have your work email address so that's probably the problem right there.
[AGENT][NEUTRAL] Would you like to update it to your
[CUSTOMER][NEUTRAL] OK, so my work.
[AGENT][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] Yeah, I did that as well and it was still giving me um the problem, but I will give it to you. It's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm. All right. I'm not sure, OK.
[AGENT][NEUTRAL] Let me look at something else here.
[AGENT][NEUTRAL] Sometimes it just acts up and you do have individual coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes the system just acts up and I do not know why. Let me see if I can go in here and get it started for you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright [PII], can you hang on one second?
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] OK, hang on one second.
[CUSTOMER][NEUTRAL] How do I put this on mute? Oh.
[CUSTOMER][POSITIVE] Hi, [PII] I'm back. Thank you for waiting. Sorry about that.
[AGENT][POSITIVE] OK, certainly. Now I'm I'm just trying to get this set up for you.
[CUSTOMER][NEUTRAL] Sure. Mhm.
[AGENT][NEUTRAL] And what, what you can do after that is I will give you a temporary password. You'll go in.
[AGENT][NEUTRAL] And just update your password and here's the thing once we once we your account is set up we'll always be able to see your user name but we'll never be able to see your password.
[AGENT][NEUTRAL] So you know if you lock yourself out, you can call us or you forget what your username is, you call us and we can give it to you. OK, so let's see what happens when I do next. Oops, there seems to, OK, our system is down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's why you're not able to because if I can't move on any further, it's down.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, because this started, um, I think either yesterday or Saturday I've been trying.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To, to, to join join or log in or create an account or whatever.
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] They'll probably get it worked on today, but my guess is that it pro it it went down over the weekend or something and that they just, it's not, you know, it's not functioning because if I can't move on to give you up to set you up your account.
[AGENT][NEUTRAL] It is down alright [PII] real quick did you wanna keep your work email address or did you wanna update that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No, actually I would love it to be my personal email.
[AGENT][POSITIVE] OK. Go ahead. I'm ready when you are. We can at least do that much.
[CUSTOMER][NEUTRAL] OK. It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. I'm old school.
[AGENT][POSITIVE] OK, nothing wrong with that.
[AGENT][POSITIVE] Nothing wrong with that.
[AGENT][NEUTRAL] All right. So, date of birth, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I just wanna read back over everything.
[AGENT][NEUTRAL] Address [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Phone number we have is
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the email address is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Wonderful. Alright, so in other we didn't verify is your social. Let me pull up your application. Let me see if that's on file.
[AGENT][NEUTRAL] I'm not sure how you were issued if it came in, you know, in a group census or.
[AGENT][NEUTRAL] If it was on a paper application, let's see what we have here.
[AGENT][NEUTRAL] And it must have come in on a census. Can you just verify, if you don't want to verify your whole social, let's verify at least the last four digits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's matching because if it does ask.
[AGENT][NEUTRAL] Oh, I know what I did wrong. I did, OK, let me try this again.
[AGENT][NEGATIVE] OK, no, that still didn't work.
[AGENT][NEUTRAL] That's yes.
[AGENT][NEUTRAL] We have to come out of it and go back in and give it one more good shot with your new email address.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let me close out and just come back in all together.
[AGENT][POSITIVE] I'm going to give this one more shot here. We're going forward with me as it takes, but hopefully we'll.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Fine man.
[AGENT][NEUTRAL] New user, I'm an individual.
[AGENT][NEUTRAL] Last name [PII] [PII] I enter your social.
[AGENT][NEUTRAL] Zip code [PII]. Email address.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Next
[AGENT][NEUTRAL] Based on the information in your an account already exists. OK, now that I didn't check for. So let me go see if you already have an account.
[CUSTOMER][NEGATIVE] Because when I, I never set up a log in so I wouldn't even know my username and password.
[AGENT][NEUTRAL] So I could see if you do have an account, I will be able to see your um.
[AGENT][NEUTRAL] Your username if you have one, so let's see and then you could, I could provide you with that and you could.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go in and reset your password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see.
[AGENT][POSITIVE] Uh-huh, I got you.
[CUSTOMER][POSITIVE] Awesome, OK.
[AGENT][NEUTRAL] And your password is your first and last name all in lowercase.
[AGENT][NEGATIVE] I wonder why it didn't give me this information the first time. Let me know as many times I went in, it finally came up and said you already have an account. I'm like, well, I've tried this through.
[CUSTOMER][NEUTRAL] And what's my username?
[AGENT][NEUTRAL] Right, your, your username is [PII], uh, uh, I'm sorry, I just went blank. Chilly. Chill.
[CUSTOMER][NEUTRAL] Yeah, oh, my username is my first name and last name all lower case.
[AGENT][NEUTRAL] Right, all lower case.
[CUSTOMER][NEUTRAL] Oh, I thought you said that was my password and then my password is I like I never set this up before.
[AGENT][NEUTRAL] Now that we can't see you'll just have to reset it we can only see your user name.
[AGENT][NEUTRAL] That says you're active, you're good to go. So just go in there, put and just click to reset password.
[CUSTOMER][NEUTRAL] Uh, OK, so alright.
[CUSTOMER][NEGATIVE] It still doesn't. I know it probably takes time, but it still says my primary email is my [PII], but I'm just gonna send the delivery to my phone.
[AGENT][NEUTRAL] Um, now, I'm showing, when I got into the screen, I'm showing the [PII].
[AGENT][NEUTRAL] So maybe once you get in there and reset your password, get in there like I'm in there, you'll be able to see it.
[CUSTOMER][NEUTRAL] OK, uh, hold on, choose my own.
[CUSTOMER][NEUTRAL] Submit
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Submitting
[CUSTOMER][NEUTRAL] All right, it looks like I'm in for the very first time.
[AGENT][POSITIVE] Wonderful and do you see where your email has been updated?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] No, because let me look I don't, OK, so let me go to my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go to my policy contact info here. Yes, I do see it has my personal email. OK, um.
[AGENT][POSITIVE] Wonderful, wonderful.
[CUSTOMER][NEUTRAL] So I think I am oh now it's asking me to sign in right now I'm just gonna poke around and see what it's all about because I used it for the first time last week, so I really had no idea um I used the benefit for the first time so I was curious what it looked like on.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] On the website, but um.
[AGENT][NEUTRAL] OK. All right, if you have any benefit questions now our benefits department can help you with that. Um, but you can view the status of claims on here as well. You can upload claims and view the status of claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't see, I don't see the one from last week on here.
[AGENT][NEUTRAL] It just may not be showing up just yet.
[CUSTOMER][NEUTRAL] Too soon.
[AGENT][NEUTRAL] Right, it, it just may be just that it's not showing up if you just went last week.
[CUSTOMER][POSITIVE] OK, sounds great.
[CUSTOMER][POSITIVE] Well thank you very much for helping me out [PII] I appreciate it you have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are more than welcome. Anything else we can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Well, thank you for calling APM at least you have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.