AccountId: 011433970860
ContactId: 5afc922a-15f0-415c-acec-deb30b780820
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539619 ms
Total Talk Time (AGENT): 240569 ms
Total Talk Time (CUSTOMER): 201861 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5afc922a-15f0-415c-acec-deb30b780820_20250325T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. How you doing? This is [PII] from claims.
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][POSITIVE] Very good, thank you. [PII], I have a question for you. I have a um [PII] from group number 266 I'm 26993 on the phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, apparently she is the, the contact that we have in the company and the reason she's calling today is because she was trying to register online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But every time she's, you know, she introduced the, the group number, the system says that that group does not exist.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and she was wondering why, I mean, actually she was wondering if the reason of, of that is because her policy or the policy for the whole group, it will start.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The effective effective date is on [PII]. Will that be the reason or not?
[AGENT][NEUTRAL] Let me see, um, so that shouldn't affect them being able to set up the account um it could be that maybe something that she's entering in doesn't match what we have um for the group information um so I can verify that with her. Did you happen to verify any like of her address or email or phone or anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not really. You know what? I, that's something I always either forgot or, or I never knew how to exactly do that, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK, um.
[AGENT][NEUTRAL] Yeah, that's OK that it could be that maybe some some of that information, um, maybe we have it different in the system and so it doesn't recognize it while she's trying to create that but I can verify that information with her and see if that could be the issue.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent. Alright, let me just go back to her and let her know that she's gonna be transferred to you and you're gonna, um, take it from there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you. Give me just one second, [PII]. Don't hang up, please.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Hi, thank you for calling APL um, this is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, I'm trying to set up, OK, I'm trying to set up my account and when I put in the information.
[AGENT][NEUTRAL] Hi [PII] how are you doing?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Says I can't be found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes ma'am, um, so I do have your group pulled up and I can help you with that. It it's possible that maybe some information is different than what we have in our system so let me go through and verify what we have, um, because this information would have to match what you're putting in. um, can you verify your group address for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what's that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the email address for the for the group?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It should be one of two [PII] should be if.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's what we have. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so what about the phone number? Can you provide me with the phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's probably it then because we have a different phone number we have [PII], so should we change that?
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's OK, you can leave that.
[AGENT][NEUTRAL] OK, so try using that phone number then and see if it lets you through.
[CUSTOMER][POSITIVE] Yeah, I did it'll work.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, well, it's searching for me.
[AGENT][NEUTRAL] OK, so let's see, um, we, we can make sure that you're able to get through and then.
[CUSTOMER][NEUTRAL] Does it take that long?
[AGENT][POSITIVE] Make sure you don't have any issues. It does look like the account is pending now, so that's good.
[CUSTOMER][NEUTRAL] OK, sent me a verification code.
[AGENT][NEUTRAL] You should be
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Where is it sending the verification code to my email?
[AGENT][NEUTRAL] Yes, that email that you verified with me that's where it's gonna go.
[CUSTOMER][NEUTRAL] OK, I'm waiting for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Still haven't gotten it.
[AGENT][NEUTRAL] Might take a minute. Um, also just try checking and make, make sure it didn't go to your spam folder.
[CUSTOMER][NEUTRAL] Uh, but I would hear it because I get it to my PC and my phone and my phone hasn't had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything
[AGENT][NEUTRAL] Well, just in case, let me go ahead and let me see if I can see it.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I can see it here. It's a pretty long code so um I'm not sure if that email maybe sometimes they might take a couple minutes. Let me see if I can send that to you so you can just copy and paste it. Hang on just a second.
[AGENT][NEUTRAL] Sometimes um our emails will come through quicker than these automatic ones.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I just sent it so that one should come through a little quicker.
[CUSTOMER][NEUTRAL] OK doke let's see.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, I did.
[CUSTOMER][NEUTRAL] OK, I'm sure I can go from here and this is where I sign up for electronic bills and online payment and all of that. I have the uh the whole thing in front of me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yes ma'am so OK great so um not for electronic billing um if if that's if that's something that you you would need then you would just need to send a request over to us to let us know so that we can um make that change for you.
[CUSTOMER][NEUTRAL] Of how to do all that so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, so it's.
[CUSTOMER][NEUTRAL] So it's paper invoices?
[AGENT][NEUTRAL] So yes ma'am so you'll get a paper invoice but you can also see the invoices online um you can see them both ways, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I pay them on online?
[AGENT][NEUTRAL] Yes ma'am, you can um once you open up your invoice there will be an option for you to submit it and pay it.
[CUSTOMER][NEUTRAL] OK, I'm wondering.
[CUSTOMER][NEUTRAL] So, uh, how do, how do I change to paperless?
[AGENT][NEUTRAL] Um, so what you can do is you can send, um, we just have to have that kind of request in writing, um, so we can save that for our records and so you can send an email to our care team and we can get that updated for you, um, I can give you that email address whenever you're ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well it's [PII], right?
[AGENT][POSITIVE] Yes ma'am, that's it. If you'll just include your group number, the 26993, and then just let us know that you wanna request paperless billing and we can get that taken care of for you, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you for your help. I appreciate it terrific bye bye.
[AGENT][POSITIVE] OK, [PII], you're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] You know, I'm good.
[AGENT][POSITIVE] OK all right well thank you so much for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] I'll keep working OK.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.