AccountId: 011433970860
ContactId: 4d087642-f858-4246-8dc3-144d58928352
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341920 ms
Total Talk Time (AGENT): 82644 ms
Total Talk Time (CUSTOMER): 68603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/4d087642-f858-4246-8dc3-144d58928352_20250207T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Uh, my name is [PII]. I'm calling because I am trying to sign up for my APL account but it's just, uh.
[CUSTOMER][NEGATIVE] There's no user found.
[AGENT][NEUTRAL] Oh OK so you're just trying to sign in online?
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have a policy with us or are you a provider?
[CUSTOMER][NEUTRAL] I do, uh, I, I have this through work, so.
[AGENT][NEUTRAL] Oh, OK, [PII]. What's your policy number?
[CUSTOMER][NEGATIVE] No, I don't, I never received anything.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Let's take a look.
[CUSTOMER][NEUTRAL] I just, no, I signed up, but let me see if I can find maybe something.
[AGENT][NEUTRAL] So I can look up a policy by your name or by social security number, so whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We can do so uh social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What are the 1st 3 numbers again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, sorry about that. I heard kind of a 9 at the beginning and I wasn't sure. I had one too many numbers.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] All right, [PII], give me just a sec, let me take a look by this and see what I can find.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Nothing came up originally by your social, but I'm gonna try and do by your name and see if I can find anything that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last name to confirm was [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not finding anything [PII] by your name. Do you have your employer's like group number, anything like that?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'll have to go talk to HR. Let me go ask him really quickly if that's OK. Do you wanna wait one sec.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You are.
[CUSTOMER][NEUTRAL] OK, so it should be 213-22.
[AGENT][NEUTRAL] Let me check by that and just see what I can find.
[CUSTOMER][NEUTRAL] It's not, um, I just told him he said he's gonna have to resubmit it maybe because maybe he didn't go through with it before.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, so when I put in for that group, it comes up, I don't see you listed on here, [PII] at all.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So I would have them, yeah, double check the enrollment paperwork.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good well thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.