AccountId: 011433970860
ContactId: 268b7aac-50a1-4253-8e4e-4d1644c62df2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607750 ms
Total Talk Time (AGENT): 178643 ms
Total Talk Time (CUSTOMER): 113923 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/268b7aac-50a1-4253-8e4e-4d1644c62df2_20250327T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm, I'm calling to get, um, I guess I need my member ID so I can create an account online.
[AGENT][NEUTRAL] OK. So, um, let me get your policy number for you. Can I please get your name and your social, and that'll pull up the policy in for us.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick, Ms. [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], um, let's verify your policy real quick and make sure everything matches because you also have to have everything match for the online service center too. So, what is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] And then one last verification email yeah.
[CUSTOMER][NEUTRAL] And email is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying that for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so your policy number is 2514855.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 514855
[AGENT][NEUTRAL] Yes, ma'am. 4855.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you in?
[CUSTOMER][NEUTRAL] Yeah, oh, no, no, no, no. OK, so that would be the um.
[AGENT][NEUTRAL] 00, you're gonna.
[CUSTOMER][NEUTRAL] I will put that as the member ID OK, got you.
[AGENT][NEUTRAL] Yes, that's the member ID.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You may need to use um your social are you signing up for the first time?
[CUSTOMER][NEUTRAL] Yes, uh, this is my very first time creating the account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You might need to use your social at that.
[AGENT][NEUTRAL] Spot
[AGENT][NEUTRAL] Cause your social will pull it in.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] If it doesn't let you use the policy number.
[CUSTOMER][NEUTRAL] Do I need the for the phone number? Do I just put all the numbers or do I need to put the dashes?
[AGENT][NEUTRAL] Uh, you could just put the number.
[AGENT][NEUTRAL] And just so you know I'm right here if you need me OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah member member not found.
[AGENT][NEUTRAL] Try your social security number. Um, are you, when you first, when you first go in,
[CUSTOMER][NEUTRAL] I did that too.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] OK, get all the way out of it.
[AGENT][NEUTRAL] And then go back in, sign up as new user and then that second option is gonna be you're an individual with the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what are you using to try to do it with?
[AGENT][NEUTRAL] Are you, what device?
[CUSTOMER][NEUTRAL] I was just using my phone, but now I'm gonna go to my iPad.
[AGENT][NEGATIVE] Oh, I was gonna say your phone probably will not work for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you using Google Chrome?
[CUSTOMER][NEUTRAL] Individual the member portal?
[AGENT][POSITIVE] Yeah, secured, you're gonna go to [PII].
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] So they don't use this link that he sent me the member um. [PII].
[AGENT][NEUTRAL] No, [PII] is not [PII].
[CUSTOMER][NEUTRAL] Oh, why he sent me this link? OK.
[AGENT][NEUTRAL] You're, you're gonna go to secured, S [PII]
[CUSTOMER][NEUTRAL] Oh wait, give me one sec. E [PII] Oh, secured, I'm sorry.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Secured, yes, secured. That's OK, secured.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So what is the Carrington?
[AGENT][NEUTRAL] Carrington is the dental, we work with Carrington as far as your benefits and things like that, um, and your fee schedule.
[AGENT][NEUTRAL] But your policy number is linked to American Public Life, so you would use American Public Life website.
[AGENT][NEUTRAL] To to go and sign up for the online service center.
[CUSTOMER][NEUTRAL] For the dental?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Wait
[CUSTOMER][NEUTRAL] I'm just sending all my.
[AGENT][NEUTRAL] And I'm not ignoring you. I'm just being quiet so you can think.
[CUSTOMER][NEUTRAL] Mm, OK, it's OK.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] Did yay, you did it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now, OK, I see.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am, that was it. You have a wonderful.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.