AccountId: 011433970860
ContactId: 4baef9d3-1a94-4ac1-ae02-093f9009552b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220419 ms
Total Talk Time (AGENT): 88241 ms
Total Talk Time (CUSTOMER): 73708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/4baef9d3-1a94-4ac1-ae02-093f9009552b_20250429T19:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APOs. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes sir this is [PII]. I was calling, um, I had received my cards in the mail and it said to go online to register them and then when I tried to do that it said like they couldn't find the information so they told me to call.
[AGENT][NEUTRAL] All right, I can sure assist you with um registering to our online service center. What is uh the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is 02616614.
[AGENT][NEUTRAL] Thank you very much, Miss [PII] and um just for verification steps in making sure that we have the information correct. Can you tell me what is your date of birth and address, please?
[CUSTOMER][NEUTRAL] Um, [PII] and my address is [PII].
[AGENT][NEUTRAL] OK, I do see here that the address is correct and what uh what email are we using to log in?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I do see that the email is correct. Um, and is the social security number being entered with no dashes or spaces?
[CUSTOMER][NEUTRAL] Yeah it just asks for group number, zip code, phone number, city, email, and state.
[CUSTOMER][NEUTRAL] That's what I was asking me for to set it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we can go step by step to making sure um we have everything correct. We have the new user options, um, and selecting I'm an individual with APL insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that option should ask for last name, social security number, residential zip code, email, and the date of birth.
[CUSTOMER][NEUTRAL] You said it's I'm an individual with an SCO insurance or I'm an employer because this is for my employer.
[AGENT][NEUTRAL] No, if it's your policy, you are the individual with the policy. The employer, mhm.
[CUSTOMER][NEUTRAL] OK, I got you. That was where I was making a mistake, OK.
[AGENT][NEUTRAL] Yes, the other option is for um let's say your job, um, the human resources, that's where they manage that information.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Let me, let me try this real quick then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, yeah, I think that work is now it's having me create an account. Sorry, I'm so sorry, thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] No, you're good. I'm glad to help.
[CUSTOMER][POSITIVE] All right. You have a great day.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][POSITIVE] Thank you.