AccountId: 011433970860
ContactId: 25632517-d038-4439-acb2-664c740ba8ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 825440 ms
Total Talk Time (AGENT): 221440 ms
Total Talk Time (CUSTOMER): 406850 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/25632517-d038-4439-acb2-664c740ba8ad_20250416T14:00_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], my name is [PII] from Therapi Family Center. How are you?
[AGENT][POSITIVE] I'm doing good, Ms. [PII]. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm doing great. Um, our group number is 22967.
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] There are its holdings.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm here with one of our employees, um, she just received um her ID card, and we are trying together and trying to help her because she doesn't speak to, um, you know, English, and I tried to help her to register the, the policy online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, but I always receive like a message saying that it's an error when I put the information and create the new user, so it gave me an error, so I don't know if you can help me with that.
[AGENT][NEUTRAL] Yes, I can help you with that, Ms. [PII]. Real quick, let's verify your, um, your group. Can you please give me the group address?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then what is your callback number, Ms. [PII], just in case the call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your group for me. And what is the member's, uh, policy number, ID number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, I, it is 026.
[CUSTOMER][NEUTRAL] 11583.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK, and what's the member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII]. [PII] is the name, [PII]
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, and then we're going to verify the address because we have to make sure everything is perfect, so they'll pull it over into the online service center. Can you give me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], now is [PII] the first name or the last name?
[CUSTOMER][NEUTRAL] No, the first name is [PII]. So the uh the middle initial is [PII]
[AGENT][NEUTRAL] OK. I already see something, OK, I already see something that needs to be fixed, um, because we have [PII] as the last name and [PII] as the first name.
[CUSTOMER][NEUTRAL] As a [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So I need to fix that.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let me go in and fix that real quick.
[CUSTOMER][NEUTRAL] OK, yeah, [PII] is is her last name, and [PII] uh is the name and initial middle name.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, let me fix that.
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] That the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I've got the, I've got the name fixed now. Let's verify Ms. [PII]'s address.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[CUSTOMER][NEUTRAL] Northwest
[CUSTOMER][NEUTRAL] 120 Street.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is Ms. [PII]'s phone number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] She's here with me. I'm just translating.
[AGENT][NEUTRAL] Yes, I can hear her. Hello, Ms. [PII]. Hola.
[CUSTOMER][NEUTRAL] Say hola ola ola.
[CUSTOMER][NEUTRAL] is not the all thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then what is um Ms. [PII]'s?
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now let me go into the online service center and.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] See if I can see anything there real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think.
[CUSTOMER][NEUTRAL] Is she gonna
[AGENT][NEUTRAL] I think what we need to do because her name was wrong, um, we had it transposed and I fixed that. Can you get all the way out, go all the way back in and have her set up.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As a new user and an individual with a policy.
[CUSTOMER][NEUTRAL] OK, let me, let me start over.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] New user, I am an individual with APL insurance policy next. OK, so the last name?
[CUSTOMER][POSITIVE] It will be [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I'm gonna put uh the social security, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do I have to put the dashes?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well, I don't have to.
[CUSTOMER][NEUTRAL] [PII]. The email is uh [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, date of birth [PII].
[AGENT][NEUTRAL] We may need to verify her uh social too.
[AGENT][NEUTRAL] If we can't get in, make sure that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, now he asked me to create uh an account.
[AGENT][POSITIVE] Good, good.
[CUSTOMER][POSITIVE] Yes, we did it, we did it.
[AGENT][POSITIVE] Yay we got her, so that will be something she will have to decide what she wants for her username and a password.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK, that's fine. Um, do you think I'm gonna have any other issue or um do you wanna stay with me until we finish with this?
[AGENT][NEUTRAL] Let's, uh, let me stay with you until you're finished. That way we make sure that I'm on the phone if there are issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] more alito. OK, I ruin the cuatro este he [PII].
[CUSTOMER][NEUTRAL] OK, the united. OK, ella contraspela mima unit so root.
[CUSTOMER][NEUTRAL] Maria
[CUSTOMER][NEUTRAL] Venticinco on the cu.
[CUSTOMER][NEUTRAL] Moravec root Maria.
[CUSTOMER][NEUTRAL] Vicino.
[CUSTOMER][NEUTRAL] You will not get the one. OK, [PII].
[CUSTOMER][NEUTRAL] Now we are to that [PII].
[CUSTOMER][NEUTRAL] Ultra confirm my email.
[CUSTOMER][NEUTRAL] [PII] [PII]. OK [PII].
[CUSTOMER][NEUTRAL] Let mecha song la mijo dresserroinco cinco to dress.
[CUSTOMER][NEUTRAL] That I think you've been with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, [PII], please enter a valid user name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] One symbol. What was the other symbol, maybe his password.
[CUSTOMER][NEUTRAL] The symbolo.
[CUSTOMER][NEUTRAL] I'm single.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Amasy auto user ID.
[CUSTOMER][NEUTRAL] I'm hop on it what [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Bino the cuatro arova.
[CUSTOMER][NEUTRAL] I got up there.
[CUSTOMER][NEUTRAL] he was in.
[CUSTOMER][NEUTRAL] can.
[CUSTOMER][NEGATIVE] I have issues with the username and and password hold on.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's fine, you guys take your time.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Username must be 1 to 20 characters.
[CUSTOMER][NEUTRAL] And may contain any combination under the score and dash.
[CUSTOMER][NEUTRAL] Um, let's do it again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I can use the app.
[CUSTOMER][NEUTRAL] Mo
[CUSTOMER][NEUTRAL] Oh, let this thing I see at the bathroom now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It was successfully created.
[AGENT][POSITIVE] Good, yay.
[CUSTOMER][POSITIVE] Thank you my friend. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I'm glad Ms. [PII] is able to get in with our help. I'm glad that she is happy now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah, he's ready.
[CUSTOMER][NEUTRAL] Yeah, yeah, so, um, uh, you guys wanna send a new card with the information correctly, the, the name, can you do that for, for her?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I'm going to set the policy so that a new card has to be issued with her name correctly on the new card. I'm doing that right now for her.
[CUSTOMER][POSITIVE] OK perfect I really appreciate that and I appreciate your help.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Well, we appreciate you, uh, Ms. [PII] and Ms. [PII]. You, you have a beautiful day and we thank you for calling APL. Is there anything else that I can help with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Same for you.
[CUSTOMER][NEUTRAL] No, no, we don't.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, have a happy [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Happy [PII] too. Have fun with, if you have a kid, have fun with the eggs, with hunting the eggs.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, hunting the eggs. Yes, you too.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right, bye bye.