AccountId: 011433970860
ContactId: 605fbe95-ae5a-4c95-a110-0bba2810b977
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289779 ms
Total Talk Time (AGENT): 129771 ms
Total Talk Time (CUSTOMER): 102023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/605fbe95-ae5a-4c95-a110-0bba2810b977_20250103T21:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oh yeah, that's that.
[CUSTOMER][NEGATIVE] Enroll in my benefits and they told me that my group number that I gave them is not valid.
[AGENT][NEUTRAL] OK, um, do you have that policy number handy and I can help find that the group number for you, my friend.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My policy number is 025.
[CUSTOMER][NEUTRAL] 805-58
[AGENT][POSITIVE] 8 perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Would you be able to verify for me your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful thank you and I just have a couple more things I need to verify real quick, and the mailing address on file please?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] Perfect and then what about the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like I have a different one [PII].
[CUSTOMER][NEUTRAL] You say what?
[AGENT][NEUTRAL] It looks like I have a different email on file, but it's also at gmail.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][POSITIVE] Yes, it is. Thank you so much for going through that verification process with me, Ms. [PII]. And so we wanted to find out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like that you
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I take that email off?
[AGENT][POSITIVE] Yeah we can change that for you, no worries.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What email would you wanna read or repeat that email that you want on file for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] That with me
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I have [PII], your [PII].
[CUSTOMER][NEUTRAL] Yup.
[AGENT][POSITIVE] Perfect, I have that updated for you and let me pull up that group number for you, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm showing your group number is 70054.
[CUSTOMER][NEUTRAL] He said, hold on.
[CUSTOMER][NEUTRAL] 700, yeah, 54, yeah. But when I tried to go online and register, it, it said it wasn't found.
[AGENT][NEUTRAL] Oh, are you trying to like register with the online service center?
[CUSTOMER][NEUTRAL] I guess I don't know if
[AGENT][NEUTRAL] Like on our website?
[CUSTOMER][NEUTRAL] The car already uh registered or I didn't know if I had to call to register for the car.
[AGENT][NEUTRAL] OK, I'm just, are you trying to get on to like the our the American Public Life website?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so when you're doing that, um, you actually, you shouldn't need to enter your group number, but you'll want to enter in your last name, your social and then your zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] OK, so when you ask me if what am I what am I, am I a prod provider or individual? What do I say? Do I just say I'm individuals instead of saying I'm through a company.
[AGENT][POSITIVE] Yes, you'll wanna hit the draw on that one. Yes, correct.
[CUSTOMER][NEUTRAL] OK, so just do it all over again, just this time just hit individual and then go through my steps.
[AGENT][NEUTRAL] Yes, you bet you and then that email should be it should match the one I just uh updated for you.
[CUSTOMER][NEUTRAL] OK, thank you. And then I had another question. Will I, will I be able to use it?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, so as soon as you sign up, the only thing you'll have to do is go to your email and verify that your email address is active, so I'll send you a verification code and then after that your portal is set up in live and you should have full access.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's what I, I wanted to make sure that if I call and make and make an appointment that it'll work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, and you should be able to get your like all your policy information off on that too and like an ID card if you need it. Everything should be there for you.
[CUSTOMER][POSITIVE] Alrighty, thanks.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, I got all that right there.
[AGENT][POSITIVE] Oh perfect. OK, awesome and then.
[CUSTOMER][POSITIVE] Alrighty I appreciate you.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. You take care and have a great day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] All right. Bye-bye.