AccountId: 011433970860
ContactId: 34b8fc76-66a8-411c-b3c5-7fbd546614b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478350 ms
Total Talk Time (AGENT): 97136 ms
Total Talk Time (CUSTOMER): 178590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/34b8fc76-66a8-411c-b3c5-7fbd546614b2_20250429T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. Uh, I'm trying to register, um, the new account with APL, but, um, it's the, um, I put the group number, but it, it couldn't go through. Could you help me with that?
[AGENT][NEUTRAL] OK, and you're with the group, is that right?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] It's uh so last time I called and they gave me the number is 20691.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] Uh, it's [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you are with the actual group and not a provider's office?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm, I with the company, company, uh, gap insurance. Now what are you asking?
[AGENT][NEUTRAL] OK, are you, you have your own gap insurance, is that right?
[CUSTOMER][NEUTRAL] With the company.
[AGENT][NEUTRAL] OK, do you have a policy certificate number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's why I'm trying to because I can't find my card first thing and the second thing they put the wrong um date of birth on my card. So right now I'm trying to figure out how to create an account to file the claim.
[AGENT][NEUTRAL] OK, and then what
[AGENT][POSITIVE] OK. Will you give me your last name again? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, the last name is [PII]
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] In the year?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And what's your address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][NEUTRAL] I've got a dif completely different address, different city.
[CUSTOMER][NEUTRAL] Different one that will be different city. OK, um, so that will be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then do we need to change your address to uh the one that you've given me?
[CUSTOMER][NEUTRAL] No, no, that's the current one.
[AGENT][POSITIVE] OK, that is the correct one.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Do you have a telephone number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so you have to have an email on file to be able to set up an account online, and I don't have an email on file.
[AGENT][NEUTRAL] Do you have an email?
[CUSTOMER][NEUTRAL] Oh, that's why. Yeah, um.
[CUSTOMER][NEUTRAL] Yeah, I can, you can use my first name, [PII]
[CUSTOMER][NEUTRAL] With number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said number [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And is it OK to put the number that you gave me as the contact number?
[CUSTOMER][NEUTRAL] Uh, the phone number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, and so are you in front of a computer right now trying to set that up?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um, you should be able to now with the information that, uh, since you have your email address in there, I will note that you have to put your Social Security number. There's not a member ID, so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] You'll have to enter your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The full one or not the four digit?
[AGENT][NEUTRAL] The full social security number.
[CUSTOMER][NEUTRAL] To OK.
[CUSTOMER][NEUTRAL] Um, it's so [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it letting you set it up?
[CUSTOMER][NEUTRAL] Let me first this thing.
[CUSTOMER][NEUTRAL] Let me try one more time.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, it's a user no user was found with this information.
[CUSTOMER][NEUTRAL] So I put the group number, it's 20691 and the zip code is [PII]. Mhm.
[AGENT][NEUTRAL] Um, you have to
[AGENT][NEUTRAL] Um, you're, you're not part of a group, you're setting it up for your individual account. Sorry, I should have clarified that, so you'll pick I'm an individual.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't think I
[CUSTOMER][NEUTRAL] Oh, OK, let me do that.
[CUSTOMER][NEUTRAL] OK. OK, alright, here put my last name.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, um, the, so you asking me to create an account with my username password.
[AGENT][NEUTRAL] OK, yeah. So once you complete that, you'll have your account where you can upload your claims, you can look at your policy, um, see your ID card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, I'm OK.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.