AccountId: 011433970860
ContactId: 69e929ed-b267-4536-803a-197fca200692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223339 ms
Total Talk Time (AGENT): 114327 ms
Total Talk Time (CUSTOMER): 121017 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/69e929ed-b267-4536-803a-197fca200692_20250304T15:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, um I just got my, uh, insurance cards in the mail. I was trying to, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was trying to like what did I have to do that? Oh, I have to, I was trying to register them and it's not taking any of my information on the APL website.
[AGENT][NEUTRAL] Oh, on the website? OK yeah so the information that you enter does have to match what we have in our system so we can go through and make sure that all of that is correct um what was your name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. [PII] service, that's [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] Yes it is hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02589602
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's similar.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick [PII], uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] OK awesome thank you so much for verifying that information. So was this the information that you were uh inputting whenever you were going to create the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you used that email as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now the spot where it asks for a member ID or a social, did you enter in your social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You did OK and so is it just saying that you're not found in our system?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me make sure the only other thing I could think is um I'm gonna verify the social security number that we have that that's correct so I've got [PII] is that correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the only other things I can think, are you doing this on a uh desktop or a laptop, Louis?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so that could be a big thing as well. Our website really doesn't have support for mobile devices like phones or tablets, so if you're able to, I would try to do it again on a desktop or a laptop uh and it does work the best with Google Chrome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK, and um do I have to register before I find a dentist?
[AGENT][POSITIVE] No, not at all. Um, the online portal is simply going to be for your convenience. Uh, you don't have to do anything. Your policy is good and active, so you can feel free to use it right away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I appreciate it.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with? Yes sir.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah. I nurse.