AccountId: 011433970860
ContactId: 5ca3d6b3-4907-4ede-9edc-6f54d73b835a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401010 ms
Total Talk Time (AGENT): 173321 ms
Total Talk Time (CUSTOMER): 98109 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/5ca3d6b3-4907-4ede-9edc-6f54d73b835a_20250307T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Hello, um, I was calling because I wanted, I was trying to, uh, register online, um, I get the coverage like through my employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] But it doesn't find me in the system with the information that I provide, and I have the cards.
[AGENT][NEUTRAL] Mhm. Oh.
[CUSTOMER][NEUTRAL] With like a group number.
[AGENT][NEUTRAL] All right. And uh may I have a name and a callback number just in case our call gets disconnected please?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and well [PII] and the callback number is [PII].
[AGENT][POSITIVE] All right, thank you very much, Miss [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Um, I have a group number.
[CUSTOMER][NEUTRAL] And then it says in hospital benefits cert number and outpatient benefits cert number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which one do you need?
[AGENT][NEUTRAL] Um, the certificate number.
[CUSTOMER][NEUTRAL] So I have two of them. So the first one is 02584388.
[CUSTOMER][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] And then the other one is the same numbers, but it ends in 8.
[AGENT][NEUTRAL] OK, um, your policy number or certificate number is the only one we need. Um, so it will be that, uh, one in 0258433, and I got it.
[CUSTOMER][NEUTRAL] Yeah, but I'm saying my card has 2 of them.
[CUSTOMER][NEUTRAL] Like 2 different certificate numbers.
[CUSTOMER][NEUTRAL] One is for in hospital and one is for outpatient.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, all right. I, um, yes, it, it's the policy number would be and the only one we use, um, is that 12584388 um and that will be the one that I'll be using right now to look up your policy and help you out with that account. Um, let's see.
[AGENT][NEUTRAL] And just for verification steps and make sure we have the information correct. Do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yeah, [PII], and my address is [PII].
[AGENT][NEUTRAL] OK. I believe we have a different zip code that might be causing the issue with uh your account. Let me look into it really quick.
[CUSTOMER][NEUTRAL] Uh, there's also an office practice. Maybe it's under that one.
[AGENT][NEUTRAL] Allow me just a second so I can pull up your um profile into the online service center and let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And um we have the zip code [PII].
[AGENT][NEUTRAL] Now, what is the correct zip code so we can make the correction.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] It is not allowing me to use the zip code and the city is [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You have the wrong address.
[AGENT][NEUTRAL] All right, I have that correction for you. And do you mind um if we go step by step through the online service center just to make sure we do have it correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Alright, um, and the option is new user, um, I'm an individual with an APL policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Last name, we have it spelled uh [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, social security number, do you mind verifying that for me, please?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Through the phone? Like do you want me to give you, I can give you the last four digits [PII].
[AGENT][NEUTRAL] Um, OK, for the
[AGENT][NEUTRAL] Online service center, um, we use the the complete social security number, um, to look up your policy. That's the way it will be linked up. Are you using the complete number into the Social Security number field or only the last? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I was using the whole thing.
[AGENT][NEUTRAL] OK. And the zip code [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and that's it's letting me create the account.
[AGENT][NEUTRAL] All right, it worked. I guess it, it was that zip code that was wrong. All right. All right, Miss [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] No, that's gonna be all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.