AccountId: 011433970860
ContactId: 25601c80-3226-4b3c-acfc-660400e85762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399200 ms
Total Talk Time (AGENT): 168681 ms
Total Talk Time (CUSTOMER): 132971 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/25601c80-3226-4b3c-acfc-660400e85762_20250612T22:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] how are you? Um, we have a group insurance. I'm the employer through APL and um I think there was an update in the system and I have to re-register, but when I go through that process, it says it doesn't recognize me, so I don't know what I'm doing wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, no, no, you're perfectly fine and I do apologize for the confusion, um, so as of last week our website did undergo quite a big change and with that everyone is having to create new login accounts so uh the information you entered does have to match what we have in our system so we can go through all of that and verify that it's correct um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then let's see, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] That it's the group number, right?
[AGENT][NEUTRAL] Um, do you have your card?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] Sure, if it's easier I can also search using your social.
[CUSTOMER][NEUTRAL] Hold on, I, I had a bill and I don't know if it's on the bill, but I do have a card also. Hold on a second.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] OK, yeah
[CUSTOMER][NEUTRAL] OK. Um, so,
[AGENT][NEUTRAL] Um, so if it's the secondary it should say something like, uh, in the hospital or outpatient certification number. Do you see that?
[CUSTOMER][NEUTRAL] Yes, I see both of those.
[AGENT][POSITIVE] OK, cool, either one of those please.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Awesome thank you and then just gonna verify some information really quick uh [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then uh can I get your mailing address?
[CUSTOMER][NEUTRAL] My personal one or the one for the office?
[AGENT][NEUTRAL] Um, uh, well, let's see, um, this was for your, uh, individual, uh, policy, correct?
[CUSTOMER][NEUTRAL] No, no, I'm trying to get in as the administrator.
[AGENT][NEUTRAL] Oh, I apologize. OK, we need to go about this a bit differently. I'm so sorry I misunderstood. OK, so this was for a group admin um I'm so sorry to tell you, yes, uh, let me see, give me just a moment, hang on, that group number was that 80017?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is mhm.
[AGENT][POSITIVE] OK, I am so sorry. Let me go to that that is a completely different way. Let's see.
[AGENT][NEUTRAL] This is uh Marina International Inc.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] There you are awesome.
[AGENT][NEUTRAL] OK, yes, uh, the address for the business please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for that. Alright, so I have again with the system being so new, um, there's several little bugs and kinks and somebody had figured out that especially with groups that it works a lot better if you only fill out the fields that have an asterisk so just the group number and the email which the email we have for the group is uh.
[AGENT][NEUTRAL] Your first initial last name [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give that a shot, see if that works, and leave all of the other fields blank.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, sorry about that it had popped me off OK, group.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] And then so just the ones that have the asterisk and 80017.
[AGENT][NEUTRAL] Right, so it would just be the group number and the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it looks like it found me this time.
[CUSTOMER][NEUTRAL] Uh, verification is necessary.
[CUSTOMER][NEUTRAL] Send code.
[CUSTOMER][NEUTRAL] I came through.
[CUSTOMER][NEUTRAL] And what does this mean? Display name, given name, surname? It just wants like.
[AGENT][NEUTRAL] OK, cool, yeah, so it looks like you've made it past that point. Um, were you able to get the uh verification code?
[CUSTOMER][NEUTRAL] Um, I got one verification. I am agreeing to terms and conditions to privacy policies and.
[AGENT][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] OK, yep, so looks oh OK it wants me to log in.
[CUSTOMER][NEUTRAL] Um, and then once I'm in there like I, I'm the admin on the account, but my HR manager had access before. I can give her access when I'm already in the account or is there some other process to do that?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, absolutely you can set up different users, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Um, I think.
[AGENT][POSITIVE] Alright, was there anything else I could help you with? I'm so sorry for all the confusion.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][POSITIVE] Oh, no problem, thank you very much for your help.
[AGENT][POSITIVE] Of course thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.