AccountId: 011433970860
ContactId: 5fe8bb22-df5b-4b7a-8e03-3c497716c1d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2133889 ms
Total Talk Time (AGENT): 341097 ms
Total Talk Time (CUSTOMER): 379179 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/5fe8bb22-df5b-4b7a-8e03-3c497716c1d0_20250610T13:56_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how you doing? This is [PII]. I'm trying to um
[CUSTOMER][NEUTRAL] Set up my online service through y'all guys. I got the letter in the mail and stuff with my insurance card and all that. So I'm trying to get that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Activate it.
[AGENT][NEUTRAL] OK, sure, I can assist you, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Mm, what is the policy number where that be located at?
[AGENT][NEUTRAL] Have you received a card or what type of um policy you have with us?
[CUSTOMER][NEUTRAL] I have um
[CUSTOMER][NEUTRAL] I got a um benefit card.
[CUSTOMER][NEUTRAL] I got both medical and dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me have the dental policy.
[AGENT][NEUTRAL] Number.
[CUSTOMER][NEUTRAL] My dental policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, uh, I mean it would be policy slash certificate number.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] 02637050
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] And what your name again?
[AGENT][NEUTRAL] Your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] [PII]. Email is.
[CUSTOMER][NEUTRAL] Hold on, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So the, the email is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's the whole last name.
[CUSTOMER][NEUTRAL] My whole last name, yeah.
[AGENT][NEUTRAL] OK, so your first and last name, the numbers [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] OK, let me just a second. Let me get this in so you can register, OK? One moment.
[CUSTOMER][NEUTRAL] Oh, so online I supposed to went to the group name, right?
[AGENT][NEUTRAL] No, it's gonna be individual. It's just that we didn't have your email, so it's not gonna let you go forward if you don't have an email.
[AGENT][NEUTRAL] So, um, right now if you wanna go and click on um create your OSC and choose individual.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I went, um, yeah, let me, let me tell you what's going on with it.
[AGENT][NEUTRAL] Yeah, you can choose, OK.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, you want, so I got a great account?
[AGENT][NEUTRAL] OK, um, the account, it's not gonna be this policy number. The account is gonna be your social. It's gonna ask for either your social or an account number. This group use their social.
[CUSTOMER][NEUTRAL] OK, yes I'm at welcome to the online service center and it says log in create your OC the OSC account, so I go to.
[AGENT][NEUTRAL] Create and go
[AGENT][NEUTRAL] Create, yes, go ahead and click on create.
[CUSTOMER][POSITIVE] And that's what I wanted you to do, be on the phone with me while I'm doing it, make sure I'm doing this correct.
[AGENT][POSITIVE] Yes, sure. Don't worry. I'm gonna be here.
[AGENT][NEUTRAL] OK, go ahead and click on insured.
[CUSTOMER][NEUTRAL] Hold on, wait a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My day is slow.
[AGENT][NEUTRAL] Yes I
[CUSTOMER][NEUTRAL] OK, it insured.
[AGENT][NEUTRAL] Yes, insured. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh maybe.
[AGENT][NEUTRAL] OK, so, um, yeah, put your information and go ahead and put the email to get that verification code.
[AGENT][NEUTRAL] Once you're in.
[CUSTOMER][NEUTRAL] If we do it.
[CUSTOMER][NEUTRAL] Do I have to with the Social Security or do I have to um put the dashes in?
[AGENT][NEUTRAL] No, you don't have to put the dashes in.
[CUSTOMER][NEUTRAL] Cause I know I, I got an error earlier.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Is it giving you an error now or no?
[CUSTOMER][NEUTRAL] No, I'm trying to put my birthday in there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I really want to type it in, but
[CUSTOMER][NEUTRAL] I gotta go through this other thing.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Give me a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, it says complete.
[CUSTOMER][NEUTRAL] Your account set up hit continue.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Uh earlier you was.
[AGENT][NEUTRAL] Yeah, we didn't have the email, so that's why you were getting that error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I go to my email now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you're in?
[CUSTOMER][NEGATIVE] Well, just my data is slow.
[AGENT][NEUTRAL] Yeah. It's OK. I can stay away.
[CUSTOMER][NEUTRAL] But I want to be in my email.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I just got it.
[AGENT][NEUTRAL] OK. All right, so you're in.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today? Do you have any questions or concerns?
[CUSTOMER][NEUTRAL] No, I have to.
[CUSTOMER][NEUTRAL] What do it again.
[AGENT][NEUTRAL] Mm, you have to redo it again? Is that what you said?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, what, what is it asking right now?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm put in another code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah I just got it.
[AGENT][NEUTRAL] OK, try to put it in.
[AGENT][NEUTRAL] Mm, um, try to get in.
[CUSTOMER][NEUTRAL] I know you know.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] I doing that.
[AGENT][NEUTRAL] What is he doing right now?
[CUSTOMER][NEGATIVE] I don't know why they're doing that.
[AGENT][NEUTRAL] Not letting you go in or what is it doing right now?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I had to do it again.
[AGENT][NEUTRAL] And you have to do what again? Get the code or create the account or what are you trying to do again?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Parade account.
[AGENT][NEUTRAL] Create, no, you don't need to create the account again. If you're already created and it says you successfully created, you don't have to create it again. Uh, what you're gonna do is go ahead and click on sign in.
[AGENT][NEUTRAL] Or log in.
[CUSTOMER][NEGATIVE] No, I haven't. It, it got to send me a verification code and it didn't it sent me one, but every time I get in it, it, it, um, I forgot to put it in the lower box on my phone, on my smartphone and it's like
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It keeps, um, when I go out of it to get it, to go on my Gmail and then um
[CUSTOMER][NEUTRAL] I have to start over.
[AGENT][NEUTRAL] OK, when you, if you have, um, do you have an iPhone or a um
[CUSTOMER][NEUTRAL] Android.
[AGENT][NEUTRAL] Android, OK, so you have an Android, uh, OK, it's gonna be on the in a different tab when you go back to your email uh to get the code, what you're gonna do is you're either gonna scroll up to see what, what pages you have open and you're gonna choose the one that has the, the information to put in that code. I don't know if it's scrolling down or scrolling up on the Android. It's, it's different.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, where you can see all the boxes that you have open.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you will go to all the boxes that you have opened or all the pages that you have opened on the website and you're gonna choose the one that has the email and it's waiting for that verification code.
[CUSTOMER][NEUTRAL] I don't know how to get into that.
[AGENT][NEUTRAL] Do you wanna do that?
[CUSTOMER][NEUTRAL] Well, I don't know how to do all that.
[CUSTOMER][NEUTRAL] I got the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Why I hate messing with these phones.
[AGENT][NEUTRAL] Do you have a computer?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK.
[AGENT][POSITIVE] Yeah, it's a lot easier when you use a computer.
[CUSTOMER][NEUTRAL] Uh, it, I can make it, I can make, I got to get back there and make the uh screen smaller.
[CUSTOMER][NEUTRAL] That way I can
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It'll be up there in the box and I won't have to go through all that. You know what I'm talking about.
[AGENT][NEUTRAL] Mm, I believe so, but I'm not really sure. Um.
[CUSTOMER][POSITIVE] Well, I got to create a new.
[CUSTOMER][NEGATIVE] I hate messing with the phone.
[AGENT][NEUTRAL] Yeah, you don't have to create an account if you already got the message that said um your account has been created.
[AGENT][NEUTRAL] Um, so if you got that message that said your account has been created, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] No, cause I haven't, I haven't.
[CUSTOMER][NEUTRAL] No, I have to verify that. I got, you got to send me a code and I got to enter that code.
[AGENT][NEUTRAL] That was before it was created or that was after?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, at one point when you were creating the account, I think you, you said that you received a message saying that your account has successfully created. Did you see that?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You have not seen that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I haven't
[CUSTOMER][NEGATIVE] No, you ain't understand me, ma'am. Um, it, when I did it, it's supposed to send me a verification code. I'm supposed to enter the verification code in there and it's not letting me um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I was supposed to put it in a smaller box.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, hold on a minute, man.
[AGENT][NEUTRAL] You still there? OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm I'm about to go outside and do this.
[CUSTOMER][NEUTRAL] Get service hold on.
[CUSTOMER][POSITIVE] Good morning. Good morning. I'll do that. I'm gonna get ready to do that in a minute.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to redo everything.
[CUSTOMER][POSITIVE] Which is ain't gonna be no problem.
[AGENT][NEUTRAL] OK. Um, yeah, if, if there's any way you can get to a computer, it's gonna be a lot easier to do it in the computer than to do it in the phone and the phone is a little bit complex because, um, like you said, everything is smaller. Um, so, um, yeah, you just need to just go ahead. Mhm.
[CUSTOMER][NEUTRAL] I will go to desktop mode.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] I can go to desktop mode.
[CUSTOMER][NEUTRAL] Oh, wait a minute, you might be right.
[CUSTOMER][NEUTRAL] Give me a minute, ma'am. I get it right, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I get it right.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] That work with me a little bit.
[AGENT][NEUTRAL] I well.
[CUSTOMER][POSITIVE] I can do it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fa time is little thing.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] My date of birth
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] About to get all this stuff set up, boy.
[CUSTOMER][NEUTRAL] Early in the morning.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Just give me a minute. Let me put back my birthday and all this stuff back in here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry taking a long time.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Yeah, it's stuck in some stupid I.
[CUSTOMER][NEUTRAL] Both have been done
[CUSTOMER][NEUTRAL] Let's get this set up.
[CUSTOMER][NEUTRAL] Just give me a minute, ma'am.
[AGENT][NEUTRAL] OK, yeah. Mhm.
[CUSTOMER][NEUTRAL] Hold on a minute.
[CUSTOMER][NEUTRAL] You still on, ma'am?
[AGENT][NEUTRAL] I'm still here. Yes. Mhm.
[CUSTOMER][POSITIVE] I'm sorry for the inconvenience.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Alright, complete your account set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the verification code.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, and a password.
[CUSTOMER][NEUTRAL] Display name. What is that?
[AGENT][NEUTRAL] That's um that's your name, just for your full name.
[CUSTOMER][NEUTRAL] Alright, hold on a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Password and admission so.
[CUSTOMER][NEUTRAL] State by processing your information.
[CUSTOMER][NEUTRAL] I got that.
[CUSTOMER][NEUTRAL] Revis.
[CUSTOMER][POSITIVE] Your account has successfully been created.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Filter dashboard.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] OK, perfect. All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright, so what.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] You can receive clients a text message from.
[CUSTOMER][NEUTRAL] OK, I mean.
[CUSTOMER][NEUTRAL] Make sure I get all this information.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you're saying on the letter um.
[CUSTOMER][NEUTRAL] What I gotta do um.
[CUSTOMER][NEUTRAL] File a claim or something?
[AGENT][NEUTRAL] Um, that's if you need to file a claim or if you have to file a claim, you can go ahead and use that to file a claim or look at your claims, or just get general information about your policy.
[CUSTOMER][NEUTRAL] So I got
[CUSTOMER][NEUTRAL] I got individual and I got the dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got the um individual coverage plan with the dental and
[CUSTOMER][NEUTRAL] The other one.
[AGENT][NEUTRAL] Mhm. Yes, you're able to see both uh all the policies you have with us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Man.
[AGENT][POSITIVE] OK. You have a good day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] You're welcome. Mm bye-bye.