AccountId: 011433970860
ContactId: 38408e4c-3e9d-4903-8b0c-4e5ed4b1179c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298519 ms
Total Talk Time (AGENT): 105164 ms
Total Talk Time (CUSTOMER): 118438 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/38408e4c-3e9d-4903-8b0c-4e5ed4b1179c_20250121T15:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEGATIVE] Yeah, good morning. Um, I have received a letter from you guys, uh, where I was supposed to register online and I tried that and it's not, uh, it's showing that there's no my information is not on there so you got a number here to contact your office.
[AGENT][NEUTRAL] OK, I can help you with your letter, sir. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] Thank you [PII] and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, there's a number here payer ID is that what we're looking for?
[AGENT][NEUTRAL] No sir that's um do you have an inpatient or an outpatient certification number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's just the only mail I got from your company?
[CUSTOMER][NEUTRAL] Uh, it's my, my, uh, my cards, my medical cards, and I'm supposed to register online, OK, and I have no other, uh, hang on, let me check the card and see if it's got any number that could help me out.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, if there's an inpatient or outpatient or member ID number.
[CUSTOMER][NEUTRAL] OK, so I have a policy number or a group number.
[AGENT][NEUTRAL] OK, what is that policy number?
[CUSTOMER][NEUTRAL] 02585844.
[AGENT][NEUTRAL] OK, let me pull in your policy real quick sir.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, your email address sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you verifying that information for me. So I do show your policy and I do show that it is active. Let me go over and check something real quick because you're
[CUSTOMER][NEUTRAL] Yeah, I went on to this. It says, it says, uh, [PII]. I went in there to the log in and I was trying to log in. I was trying to make an, uh, I guess an account and there was a letter being said that it didn't show any information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's probably because your phone number wasn't in on the policy. Let me add your phone number.
[AGENT][NEUTRAL] OK, what is your zip code for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it's spelled [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] 2, it's two words.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, can you go into the online service center while we're on the phone together and see if you can get in now because I've added your phone number.
[CUSTOMER][NEUTRAL] Uh, can I, can, I'm gonna have to, I'm gonna.
[CUSTOMER][NEUTRAL] OK, can I do this later because I'm at work and I don't have the time right now.
[AGENT][NEUTRAL] Sir.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Right, yes, that's fine. And if you get stuck, just.
[CUSTOMER][NEUTRAL] But the, the informa the information you this.
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] Yes sir, yes sir, if you get stuck, please do.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah. Let's do. OK, yeah, we're we're also having a little bad connection so OK so you put the information I should be able get in I have to try later on because I'm at work right this minute, uh, and if I get any issues I'll call back.
[AGENT][POSITIVE] OK perfect sounds good thank you so much, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thanks a lot.
[AGENT][POSITIVE] You have a good rest of your week and thanks for calling APO.
[CUSTOMER][NEUTRAL] Bye bye.