AccountId: 011433970860
ContactId: 3b2b1a4a-5479-4bcf-a506-0384f9db2678
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217779 ms
Total Talk Time (AGENT): 84140 ms
Total Talk Time (CUSTOMER): 99943 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3b2b1a4a-5479-4bcf-a506-0384f9db2678_20250319T21:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm trying to set up my um online.
[CUSTOMER][NEUTRAL] Uh, information so I can have an online account. I have a membership. Um, it is telling me I'm getting, um, a result that's telling me that, uh, based on the information I entered and I can't already exists. However, I'm not certain what what my username is. I don't believe I've ever set up an account. I do have my uh my um policy is through my employer though.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, that's no problem. I can definitely check for you and if there is, um, if you did sign up at one point, I can access the um username and get it for you and then you just use that reset password link to um reset it and get it.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] You're welcome. And then may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] 95428888729
[CUSTOMER][NEUTRAL] Policy number? I don't see one. I have a group number. I have an in hospital benefits certification number and an outpatient one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The inpatient and outpatient, that number is the same, the ML 7 or 8 at the end is different. I just need that number, that's your policy number.
[CUSTOMER][NEUTRAL] Which one do you want?
[CUSTOMER][NEUTRAL] I see, thank you. 02478709 ML 8.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It is, uh, hold on, my date of birth is [PII]. The email on file is gonna be one of two. my employer email is [PII]. My personal is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, let me take a look.
[AGENT][NEUTRAL] OK, so you do have a um sorry, not a well, you do have a policy, but I mean you do have an account here for the online service center. So the username is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I do not remember setting this up, OK.
[AGENT][NEUTRAL] And then now the password.
[AGENT][NEUTRAL] I'm sorry, not the password, the email address on here. Do you want it to be your personal email address or your um work email address?
[CUSTOMER][NEUTRAL] It doesn't matter. Just tell me which one it is and I'll, I can go in through there.
[CUSTOMER][NEUTRAL] If you would.
[AGENT][NEUTRAL] Oh, OK, sure. This one is the work email address.
[CUSTOMER][POSITIVE] The work email? OK, perfect.
[CUSTOMER][POSITIVE] Yeah, [PII]. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, you've been very helpful. I greatly appreciate it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I'm glad I could assist you and I hope you have a great day.
[CUSTOMER][POSITIVE] You do the same. Have a good evening.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.