AccountId: 011433970860
ContactId: 2ec69558-31c2-453d-aeea-d4e0aba918fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316519 ms
Total Talk Time (AGENT): 117293 ms
Total Talk Time (CUSTOMER): 77395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2ec69558-31c2-453d-aeea-d4e0aba918fc_20250102T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Oh yes, I was trying to register my account and it's giving me that I was not found.
[AGENT][POSITIVE] OK, well, I can definitely help you with the online service center sign up. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, that's what I don't have that or anything.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] All I have is.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, all I have, I mean, it comes out of my paycheck what I pay to APL, but I don't have any like numbers or anything for it.
[AGENT][NEUTRAL] OK, um, I can, the spelling of your last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go. And it's a cancer policy?
[CUSTOMER][NEUTRAL] Uh, yeah, APL cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I believe I just located it and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And email is either gonna be [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and then just your mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII] or mine?
[AGENT][NEUTRAL] Wait, I'm sorry?
[CUSTOMER][NEUTRAL] What did you say?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] What? 0 [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so let me take a look and let me try on my end. Hold on one moment. Anytime you receive that error, it's just saying something entered isn't matching our system. Um, when it asks for the social security number or member ID, are you putting your full social in that field?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then zip code is [PII]. Which email address did you enter?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I tried [PII].
[AGENT][NEUTRAL] At [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know earlier um [PII] was misspelled.
[CUSTOMER][NEUTRAL] In the email
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEGATIVE] It looks like it's still messed up. Hold on one second.
[AGENT][NEUTRAL] You called earlier?
[CUSTOMER][NEUTRAL] Uh, well, I called on the Guardian lock I think.
[CUSTOMER][NEUTRAL] I called on something earlier so I was just trying to get all my user name and password sorted out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's um [PII], right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, cause I look when I looked again, it was um.
[CUSTOMER][NEGATIVE] Shit man.
[AGENT][NEGATIVE] It was still messed up. Hold on one second.
[AGENT][NEUTRAL] OK, so let's, um, if you, are you on the screen now? Like are you trying to sign in now?
[CUSTOMER][NEUTRAL] Yes, yes. Mhm.
[AGENT][NEUTRAL] OK, you can try it again. I just updated the email address, so you shouldn't have any.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Issues now.
[CUSTOMER][NEUTRAL] OK, now it's letting me in.
[AGENT][POSITIVE] You're good? OK. Well, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and happy [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome.