AccountId: 011433970860
ContactId: 35c823ca-a222-465f-8407-652e9827ffd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410070 ms
Total Talk Time (AGENT): 171755 ms
Total Talk Time (CUSTOMER): 189257 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/35c823ca-a222-465f-8407-652e9827ffd5_20250213T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. Hi, my name is [PII] and I have um the.
[CUSTOMER][NEUTRAL] The APL, the medin, I think it is through my job and um our HR person sent me the link to create an account so that um we'll be able to print cards access everything and when I went to do that to create a new user and I put in the information requested it come back and said no user found with this information entered and to if the problem persists which I tried it a couple times to call this number so I'm calling.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, Ms. [PII], I'd be happy to help you with getting your uh online service center set up today. Um, just in case we get disconnected, what's a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 84128.
[AGENT][NEUTRAL] OK, and just to clarify you're trying to set up um your own account, not for like your employer, right?
[CUSTOMER][NEUTRAL] Right, just my individual account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, perfect. Alright, give me just a second, let me pull your policy up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to locate your policy. I just need to verify a little bit of information. What is your date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and your, hold on, I'm getting ahead of myself.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII] and that's two separate words.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need you to verify is your email address.
[CUSTOMER][NEUTRAL] It is LPW.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so that may be the issue. It looks like what we have on file is a work email. Can you verify that one for me?
[CUSTOMER][NEUTRAL] Oh, OK. I mean, I can, I, I mean I can change and try to enter that if you want. I just prefer my stuff to come to my personal email, but no, it is.
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, we understand and I can change it. Um, yeah, if you could just verify the
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, but I can give it to you. Yes, it is, yeah, it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, perfect. And we're gonna change it to your personal, and that was [PII].
[CUSTOMER][NEUTRAL] Yeah, let me make sure you have it right because a lot of people say things think that the F is an S and it's not. It's like [PII].
[CUSTOMER][NEUTRAL] [PII]. It's, it's our initials.
[AGENT][POSITIVE] All right. Got you. Thank you. I did have an S. Thank you very much. I will fix that to an F as in Frank.
[CUSTOMER][NEUTRAL] Yeah, it's F as [PII] F [PII] instead of, yeah, it's not [PII], yeah.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] All right, Ms. [PII], I've got that.
[CUSTOMER][NEUTRAL] And I use, I use pay them when I'm when I'm giving that but that's actually not my middle name the P actually stands for my maiden name.
[AGENT][NEUTRAL] Oh, OK, no problem, um.
[CUSTOMER][NEUTRAL] It's just a kind of a hard name.
[AGENT][NEUTRAL] I understand. um, so I've got that updated for you. um, so let's try to walk back through your set up and see if, if that was the issue or if we need to take a look at anything else, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm, yeah, I'm on the 2nd step, so let's see if it works. Uh, it did. It took me to the next thing to create the account, so that was the problem. It didn't match the email address, OK.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, so yeah, just let me create it now so.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Did you have any other questions today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I think we're good if for some reason I get stuck again I'll just call back.
[AGENT][POSITIVE] Well, we can wait. I can hold on the line until you actually get completely set up if you would like, yeah, that way you don't have to call back in.
[CUSTOMER][NEUTRAL] Oh OK, yeah.
[CUSTOMER][NEUTRAL] I guess, almost done I think.
[CUSTOMER][NEUTRAL] Get back over there
[CUSTOMER][NEUTRAL] Get the field there.
[AGENT][NEUTRAL] And uh also I always tell people to make note um that user name that you put in it is case sensitive so when you go back to log in you need to make sure that you put it in exactly how you put it in and set up OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Uh it is thinking about it.
[CUSTOMER][POSITIVE] OK, your account has been successfully created.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] And let me just make sure it's gonna let me log in, yep, it did, so we're good.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. All right, Ms. [PII]. Well, if you have any other questions, you can always give us a call. You're very welcome.
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[CUSTOMER][NEUTRAL] I, oh, I actually do have a question. I'm not sure you can answer. I know I'm supposed to present this card when I go to the doctor along with my insurance card. Now do I also need to do this for my prescription?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] There is not um prescription coverage on this policy. So, no, it would not cover anything on your prescriptions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, I just wanna make sure because I had already picked up prescriptions and um which are on my medical policy but I didn't have this card or anything so we're good there then, OK, OK, so it's just for the medical services, not for prescriptions, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] No problem, Ms. [PII]. Thank you so much for choosing APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.