AccountId: 011433970860
ContactId: 4db5cf1b-1437-42f2-bc9d-76e4ebccd0b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704530 ms
Total Talk Time (AGENT): 300419 ms
Total Talk Time (CUSTOMER): 225716 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4db5cf1b-1437-42f2-bc9d-76e4ebccd0b5_20241230T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh yes, I'm trying to set up an online account uh for my for my mother-in-law and.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I plugged in the information that it asked for to create created and it.
[CUSTOMER][NEGATIVE] Gave me an error and told me to call customer service so.
[CUSTOMER][NEGATIVE] It didn't like something that I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're trying to set up the online service center for your mother-in-law, is that correct?
[CUSTOMER][NEUTRAL] Yeah and she's here with me if you need permission.
[AGENT][NEUTRAL] OK. Yes, sir. I will have to speak to her, uh, but first off, uh, who am I speaking with?
[CUSTOMER][NEUTRAL] I'm [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your mother-in-law's policy number?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] This is for she has heart and cancer but this is the heart is is.
[AGENT][NEUTRAL] Either, OK. Either one will be fine.
[CUSTOMER][NEUTRAL] OK, V as in Victor 0141432.
[AGENT][NEUTRAL] And that is for American public life?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It might be under 2 again like.
[AGENT][NEUTRAL] OK, so I'm not sure what that number is, that's on the policy certificate or where did that number come from, Mr. [PII]?
[CUSTOMER][NEUTRAL] It comes from the uh card, the insurance card.
[AGENT][NEUTRAL] And the insurance card has American Public Life insurance on it?
[CUSTOMER][NEUTRAL] Yes, American Public Life Insurance [PII].
[AGENT][NEUTRAL] OK, so, um, what is the last name, your mother-in-law's last name?
[CUSTOMER][NEUTRAL] [PII] and it is probably it may be in her deceased husband's name.
[AGENT][NEUTRAL] And what is his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And later is [PII] or [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna have to try and search by the name which is gonna take us a little time. Um, so give me just a moment because I can't pull anything up with that number, beginning with a V.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just one moment please.
[CUSTOMER][NEUTRAL] Uh, heart cancer begins with an A. with that do you think that?
[CUSTOMER][NEUTRAL] Well, this is
[AGENT][NEUTRAL] We can
[CUSTOMER][NEUTRAL] Number just starts with an A.
[CUSTOMER][NEUTRAL] 0141432
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This was in [PII] but it's still in force.
[AGENT][NEUTRAL] Yes, sir, and over the course of time with the change of our computer system, there have been changes to the numbers but I can't access with that number.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I got
[AGENT][NEUTRAL] So I'm gonna have to.
[AGENT][NEUTRAL] What state does your mother-in-law live in?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, so yes, sir, um, I will have to receive authorization from her. Let's go ahead and verify some information first and then I can get that from her. So what is her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And her full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what was Mr. [PII]'s full social?
[CUSTOMER][NEUTRAL] Alright, let me look that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this, this is spelled out [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And doctor spelled out in [PII] is [PII] [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then her email uh her phone number, I'm sorry, first off, the phone number we would have on file for her?
[CUSTOMER][NEUTRAL] Uh, I don't know that she would have uh a phone number for her.
[CUSTOMER][NEUTRAL] For him
[AGENT][NEUTRAL] We do have, uh, we do.
[CUSTOMER][NEUTRAL] They're all cell phones.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Just give her
[CUSTOMER][NEUTRAL] Give her cell phone
[AGENT][NEUTRAL] Yes, sir, because we have a phone number on file that I need to verify.
[CUSTOMER][NEUTRAL] OK. [PII]. That may be what you have on file.
[AGENT][NEUTRAL] No, this one ends in a [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] OK, so Miss [PII], is that still a valid number for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is that a home number or a cell number?
[CUSTOMER][NEUTRAL] Sale.
[AGENT][NEUTRAL] OK, and then the last thing is.
[CUSTOMER][NEUTRAL] That's uh
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] That was her daughter. That was her daughter. That's her daughter's cell phone.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK. Um, is that the one you want left on file, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then lastly your email address or the email address that we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Um. [PII].
[AGENT][NEUTRAL] OK, that is the one that we have on file. So, is this Ms. [PII] that I'm speaking to?
[CUSTOMER][NEUTRAL] So this is her daughter [PII].
[CUSTOMER][NEUTRAL] But she's sitting here right beside us.
[AGENT][NEUTRAL] OK, so, hi, Ms. [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm listening.
[AGENT][NEUTRAL] Good. So, do you authorize me to speak to your son and to provide him the information on setting up your profile on the portal?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so Mr. [PII], on the information, the social, because this had been in Mr. [PII]'s name initially.
[AGENT][NEUTRAL] It's still under his social in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The phone number would be the the one ending in [PII] that's on file and then the [PII] is the email that we have on file and that is the information that you need to try and use to set it up. Are you able to try and set that up?
[CUSTOMER][NEUTRAL] Do I need
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, I'm to do, I'm able to do that right now, but would it be her date of birth or his date of birth, you think?
[AGENT][NEUTRAL] It should be her date of birth because once he passed away, that part of it was changed. She's now showing as the applicant on the policy, but again, because the policy was initially issued under him, it's still his social that's in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So try his social, her date of birth, and that 318 number we verified, and also the [PII] email.
[CUSTOMER][NEUTRAL] OK, the first steps are last name [PII]. I feel I put [PII]. I put his social residential zip code [PII].
[CUSTOMER][NEUTRAL] And her email, uh, [PII]'s email and her and [PII]'s date of birth.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh I'll, I'll, I'll see what that does.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Still, oops.
[CUSTOMER][NEGATIVE] Still says there seems to be a problem.
[CUSTOMER][NEUTRAL] Based on oh it says an account or did.
[AGENT][NEUTRAL] OK, so, mhm, go ahead.
[AGENT][NEUTRAL] OK, so it will not allow you to set up more than one profile, so I can provide the username that has been set up under this, uh, you know, information and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As far as the password, if you all do not remember that if she doesn't remember that, then you would just have to do the forgot password and create a new one. But the username is [PII] and the first, well, yes, and the [PII] and the [PII] are both capitalized.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then the number [PII], so lead lead 23 with both of those L's capitalized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that pops up um I must have.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] And it shows the password of.
[AGENT][NEUTRAL] And I can't see that, so I couldn't verify that. We don't have access to the passwords.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, yeah, I just said it's expired, so that I'm further now than I was, so I think based on that I should be complete this.
[AGENT][NEUTRAL] OK, so you.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you all with at the moment?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well then, thank you all for calling APL. I hope you all have a very nice afternoon and a very happy [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Yes, thank you very much.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm, bye-bye.