AccountId: 011433970860
ContactId: 65bc00d9-b3b2-4560-8d96-88a8d8b9e939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371670 ms
Total Talk Time (AGENT): 158068 ms
Total Talk Time (CUSTOMER): 180936 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/65bc00d9-b3b2-4560-8d96-88a8d8b9e939_20250326T17:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Hi. Good afternoon, Ms. [PII]. I am calling because I am trying to um basically get registered. My husband is the one that um has the insurance and he added me to it. And uh we wanna use the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Rental plan that that he has um and basically I'm looking at the papers is that I need to we need to uh register to secure um that [PII] so that's where I am. I'm not having any luck. I am trying to um you know I go to a new user because I've I don't think I've ever logged in or created an account for him.
[CUSTOMER][NEGATIVE] And um basically, where he tells me that I need to put his last name, his security, uh, zip code, um, basically it says that it cannot be found. So I'm, I'm stuck now. I don't know where else to go.
[AGENT][NEUTRAL] OK, OK, so you're trying to set up the profile in the online service center, but it's giving you an error, is that correct?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Mhm. Yes, correct.
[AGENT][NEUTRAL] Yes, ma'am. I, I can partially help you with this. What I'm gonna need to do first off is to pull up the policy information and verify some things with you for security.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Sure. Yes, I have everything here.
[AGENT][NEUTRAL] So who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. And what is your name?
[AGENT][POSITIVE] OK, thank
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is the, what is the right number for you please?
[CUSTOMER][NEUTRAL] Uh, you were breaking up. What is it, what? I'm sorry?
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Policy number. Um.
[CUSTOMER][NEUTRAL] OK, and his card it says group name, group number, member name.
[CUSTOMER][NEUTRAL] Member number? Would that, would it be the member number?
[CUSTOMER][NEUTRAL] Or the group number?
[AGENT][NEGATIVE] Uh, it does not.
[AGENT][NEUTRAL] Um, there should be another number on there.
[AGENT][NEUTRAL] It said dental, you said this is for dental?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, oh yes, it's right here. I'm sorry, I was looking at the other card, the policy is 0, OK, sorry, 01966835.
[AGENT][NEUTRAL] Mhm, that's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], thank you. Give me just a moment to get the information pulled up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, um, I will need to verify, as I stated, several things with you for security. So if you could please verify your husband's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] Thank you and the home mailing address.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And his phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and lastly the email address?
[CUSTOMER][NEUTRAL] Um, hm, I don't know if it, if it's his or mine, because he uses mine a lot, but mine is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So, that's all, OK, that's OK. So we do show that email to be on file. However, um, Ms. [PII], yes, ma'am. We are not able, OK, so first off, we do not currently have you on this coverage.
[CUSTOMER][NEUTRAL] And then his is
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, mhm.
[AGENT][NEUTRAL] OK, um, it is still showing as individual only so he would need to reach out to his enrollment company if you are supposed to be on here, OK? Also, and I can provide you that phone number that he would need to call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, no, I, I have the number to the, the person that we speak to all the time about all the, all the insurance stuff. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just, just for your information also, um, there are only, there's certain things for security purposes, Ms. [PII], that we can only do with the primary policy holder unless they give us verbal permission for a one-time phone call um to assist in setting, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK. That's understandable. So what I'll do is that I'll just wait, OK, I'll just wait for him to be off because he's working now. I'll wait for him to be off like that, we can go ahead and give you guys a call again so that I can set this up for him, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, yes, ma'am. And I appreciate you understanding that for security purposes, you know, I, I do appreciate it. So, is there anything else at the moment though, Mr. [PII]?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] That I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thank you so much.
[AGENT][POSITIVE] OK. Well, thank you so much for calling [PII]. I hope you have a nice afternoon. You're welcome.
[CUSTOMER][NEUTRAL] Like what?
[AGENT][NEUTRAL] Bye-bye. Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.