AccountId: 011433970860
ContactId: 59333548-d613-418a-bef0-f76b25500d44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382940 ms
Total Talk Time (AGENT): 166618 ms
Total Talk Time (CUSTOMER): 112505 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/59333548-d613-418a-bef0-f76b25500d44_20250204T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, my name is [PII]. My husband is the one that actually works.
[CUSTOMER][NEUTRAL] For uh Hirschbach and has insurance.
[CUSTOMER][NEUTRAL] But whenever we, what, what happens is whenever we try to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Do an account or sign up for an account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It keeps saying that the birthday, there's an error.
[AGENT][NEUTRAL] OK, so will the info on our online portal that information that's entered does have to match what we have so I can get that pulled up and make sure that all of that is correct, um, [PII], first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] OK. um 025.
[CUSTOMER][NEUTRAL] 66074
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. uh [PII], just gonna verify some information really quick. Um, can I go ahead and get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, you glitched out. Um, what was that?
[AGENT][NEUTRAL] Oh sorry, uh, can you hear me better?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, I'm just gonna verify some information really quick um can I go ahead and get your date of birth please?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Thank you. And then uh the date of birth for [PII], please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect that is what we've got um next if you don't mind, can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, last thing I need is the email address that we've got on file for y'all uh looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][NEUTRAL] That's it, OK, and so this is all the information that y'all put in to create the account?
[CUSTOMER][NEGATIVE] Yeah, it's, it's not working. I've tried it twice.
[AGENT][NEUTRAL] OK, um, but just making sure that this was the information you were using you were using that same email correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then just to confirm the area there is some confusion with this there's a spot that says member ID or social security number are you putting in his social?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I put it in his name. It's his name or member ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name, I think it said.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] There should, it should say something like um hang on I'm going to go there with you so I'm making sure we're seeing the same thing um let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There should be a spot where it says member ID or social security number.
[CUSTOMER][NEGATIVE] Please go back
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Let's see new user individual. Yeah um so it'll say last name, social security number or member ID um so let's verify first that you're on the correct website [PII] um that URL or the web address, it's the word [PII].
[AGENT][NEUTRAL] [PII] [PII], is that where y'all are at?
[CUSTOMER][NEUTRAL] Well, it's, I put in what it said on the paper, secure. [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Correct. [PII], then the [PII].
[CUSTOMER][NEUTRAL] Um.com.
[CUSTOMER][NEUTRAL] And put it again just so.
[CUSTOMER][NEUTRAL] Right right.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah this is the same page I put new user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the individual with an APL entry policy.
[AGENT][NEUTRAL] And it should be
[AGENT][NEUTRAL] That top option, yes, that says an individual with APL insurance. So then you put the last name in the second box, you would put in his social.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think I've figured it out.
[AGENT][NEUTRAL] Is that where the hiccup was?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yep, that was the problem.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] OK, so it's letting you uh create the account out. No, no worries, it happens all the time, trust me, that's what we're here for.
[AGENT][POSITIVE] Glad you got it up and running. Um, if you ever forget uh the user name or password, it's you can just give us a call it's very easy to recover that information um was there anything else I could help you [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alrighty, yes ma'am. Thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye-bye.