AccountId: 011433970860
ContactId: 5ad01104-18c5-44cd-92d3-223c468d8b8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178050 ms
Total Talk Time (AGENT): 52243 ms
Total Talk Time (CUSTOMER): 97288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5ad01104-18c5-44cd-92d3-223c468d8b8a_20250602T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, this is [PII]. I'm calling because I'm having issues to trying to log in into my, uh, account, um.
[CUSTOMER][NEUTRAL] At the portal
[AGENT][NEUTRAL] OK. um [PII], do you have a policy number in regards to?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] So the policy number, it well it says payer ID I don't know if that's the same policy number.
[AGENT][NEUTRAL] No, sir. Uh, on the card, do you see uh in hospital outpatient benefits certificate number?
[CUSTOMER][NEUTRAL] OK it's 023.
[CUSTOMER][NEUTRAL] 3 I'm sorry 002336018 letter M as in Mary, L as in Louis.
[CUSTOMER][NEUTRAL] And number 7.
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Email address uh [PII].
[AGENT][NEUTRAL] Um, I show a different one, [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] Um, not sure which one you guys have, um, because I moved.
[CUSTOMER][NEUTRAL] But uh right now I'm 3.
[CUSTOMER][NEUTRAL] Um, wait, let me read it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is the address that we have um you have to set up a new account since they changed the system this weekend, so you have to set up again.
[CUSTOMER][NEUTRAL] Yes, that's what we just found out, um, and the thing is like we work for a lawyer group of.
[CUSTOMER][NEUTRAL] You know, people and probably because we didn't receive any notification or any information that this was going to be changed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So right now I'm here trying to log in so is I already like hit where it says create a new account, put my last name. I put my social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I put I just gonna put my zip code which is [PII] and I guess is the work email that I was entering wrong.
[AGENT][NEUTRAL] And once you've entered that information, it would send a verification code and then have you set up a password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I just was able to log in. OK, perfect. I'll take it over up to here.
[AGENT][POSITIVE] OK. Uh, it's, you're welcome, Mr. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Bye bye bye.
[AGENT][NEUTRAL] Bye.