AccountId: 011433970860
ContactId: 572ab07f-4fa7-448a-922f-bd7ba7e24eb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407589 ms
Total Talk Time (AGENT): 190294 ms
Total Talk Time (CUSTOMER): 116466 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/572ab07f-4fa7-448a-922f-bd7ba7e24eb8_20250321T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Happy Friday. It's [PII]. I'm wondering if you can help me. I have got policy number 252.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1520
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII] Has, I mean, [PII].
[CUSTOMER][NEUTRAL] We are trying to create an account online and it looks like her customer number in the OSC admin is different than what's on her policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that is.
[AGENT][NEUTRAL] Mm let me look at it.
[CUSTOMER][NEUTRAL] I've already corrected her social. The last number was not correct.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK, if the social security number, the customer um customer number sometimes change if there happens to have any other policy issued before, let me look.
[AGENT][NEUTRAL] Yes, um, sometimes it changes and it will have to do something with um.
[AGENT][NEUTRAL] Enrollment services.
[CUSTOMER][NEUTRAL] So I need to get her to them too.
[CUSTOMER][NEUTRAL] So we can create that.
[AGENT][NEUTRAL] Uh, let me look at it.
[AGENT][NEUTRAL] Let me look at it.
[AGENT][NEUTRAL] Sometimes it does that, sometimes it doesn't tell me, just get it really quick.
[CUSTOMER][NEUTRAL] Well, if it could not do it when we've got people on the line that we're trying to help.
[AGENT][NEUTRAL] Yes, OK, let's see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I do see that, I do see that the customer number is the same now.
[CUSTOMER][NEUTRAL] Is it now?
[AGENT][NEUTRAL] Mhm, it is now.
[CUSTOMER][NEUTRAL] What did you do?
[AGENT][NEUTRAL] Um, nothing, nothing. I just pulled up both of the policies and um they do have the same number.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] C 0699011.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 90, yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it does have.
[AGENT][NEUTRAL] What type of error is she having or are you having while trying to enroll her?
[CUSTOMER][NEGATIVE] Just unable to to create the account.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, no user was found.
[AGENT][NEUTRAL] No user was found. Um, sometimes it the group has to release them, kind of, um, give them an authorization for them to create the uh profile. It might be that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You want me to try from my end?
[CUSTOMER][NEUTRAL] If you don't mind because she's really trying hard to.
[AGENT][POSITIVE] Yes, yes, I can do that.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Last name
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 357.
[AGENT][NEUTRAL] And all the other um information is correct or zip code, the emails she's trying to use.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I doing the last step.
[AGENT][NEUTRAL] 073.
[CUSTOMER][NEUTRAL] And we use the individual.
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] Oops, there seems to be a problem. No user was found with the information that was entered. Please try again. OK, yes, um, she might need to contact um the group because if we had the wrong social security number, um, they might have the wrong social security number as well, um, so that might be causing a problem, um, from their um system to ours.
[CUSTOMER][NEUTRAL] That's what we're getting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so it, it kind of goes together?
[AGENT][NEUTRAL] Uh, it could be that, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just ask her to contact her HR department, is that what you're saying?
[AGENT][NEUTRAL] Mhm. Yes, and um,
[AGENT][NEUTRAL] If I would say also to.
[CUSTOMER][NEUTRAL] Well, it was, you know what, it was correct on her pre prior policy, the such was.
[AGENT][NEUTRAL] Mhm, it was just this one.
[CUSTOMER][NEUTRAL] Yeah, it's just this one just the last number was put in as a 1 instead of a 7.
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] Yeah, so I updated it on her new policy.
[AGENT][NEGATIVE] It is weird.
[AGENT][NEUTRAL] But yes, I will say to um reach our um she can reach out to her HR and check if that social security number is um correct over there as well. If it's not, it could be that and also some of the groups do have to release their employees to um in order to use the um online service center.
[CUSTOMER][NEUTRAL] How do we know if those groups are that way?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm gonna be wrong about this, but I just, I honestly do not have an idea. Um, it happened to me once that they had to have approval from the employer and that was a while ago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem. OK, I'll just ask her to reach out to them or possibly try it tomorrow maybe.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, tomorrow.
[CUSTOMER][NEUTRAL] What's updating the social, maybe that I don't know. I just don't have an answer, but I'll tell her that. I'll give her one.
[CUSTOMER][POSITIVE] I appreciate it, [PII]. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day and happy weekend.
[AGENT][POSITIVE] You too, thanks.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.