AccountId: 011433970860
ContactId: 6ca2cb98-5aaf-4432-a4ca-239eeea28d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412700 ms
Total Talk Time (AGENT): 204809 ms
Total Talk Time (CUSTOMER): 140306 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6ca2cb98-5aaf-4432-a4ca-239eeea28d62_20250130T19:14_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm trying to set up an account for my APL for my gap insurance. Now I have access through as an employer because I administer the gap insurance for my company, but I'm trying to get like my personal.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's saying that I'm not found.
[AGENT][NEUTRAL] Alright, go ahead and give me your policy number here, [PII].
[CUSTOMER][NEUTRAL] Uh, one second, let me log back into my company.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK any products, OK, um, 1719351.
[AGENT][NEUTRAL] Mm, let me key that in, [PII]. Let's see what it comes up.
[AGENT][NEUTRAL] Oh, yep, that is it, [PII]. OK, now [PII], go ahead and verify your date of birth and your address.
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[AGENT][NEUTRAL] Uh let's see, while I'm pulling this information up, [PII], go ahead and give me a good return telephone card number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me do some digging. OK, let's see. Let me do some checking on a couple of things. OK, your birthday is correct.
[AGENT][NEUTRAL] I'm gonna go, that was [PII]. Was that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah, and that's, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, what was your zip?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, it's all.
[CUSTOMER][NEUTRAL] It's right in the system. I'm I'm, I'm looking on it I'm, I'm wondering if it's because I have a log in for employer if that's the issue that I can't get into personal but it's not even it's saying that.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Let me log out of here and go to new user. I'm an individual. I got my last name how it is in there.
[AGENT][NEUTRAL] It's still your employer with your name on it too?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well then that's probably not gonna be it because yeah, everything matches, of course, everything has to match exactly, but your birth date and address, yeah, matches exactly and we have you set up. Last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Yeah, so we have that correct because it all has to be.
[CUSTOMER][NEUTRAL] And what was I gave you the policy number of 171. What was it? I'm going to try it with that instead of social security number.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah, it's uh, yeah, your member ID is gonna be that 01719351.
[CUSTOMER][NEUTRAL] Or member ID? What's the member ID?
[CUSTOMER][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] Yeah, try it with that instead of the.
[CUSTOMER][NEGATIVE] And it says no user was found with the information that was entered. Please try again if this error persists, please contact customer service.
[AGENT][NEUTRAL] Yeah, and it could be that I'm gonna have to transfer you other customers. Have you ever set your personal OSC website up? OK, well then you have to set that up first and make your own password and all that good stuff.
[CUSTOMER][NEGATIVE] I don't think so. No.
[CUSTOMER][NEUTRAL] That's what I was trying to do. I was trying to do, I was trying to do a new user and I says which role the best describes you? I'm an individual with an APL insurance policy, and that's when it asked me for the name and all that and it told me that nothing was found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, yep, I'm gonna have to get you over to customer service department so we can see what else is going on, [PII]. OK, so just bear with me just a moment and I'm gonna get somebody on the line for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am, and you have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] It's out of my league.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in Dental. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good, I guess gonna get through this Thursday. But hey, look, I have a group leader on my line. Her name is [PII].
[AGENT][NEUTRAL] But she's got some questions she's confused about. She's trying to set up her own OSC account and it's not letting her, so and I can't figure out what the problem is. So, um, but her, her personal policy number here is 01719351.
[CUSTOMER][NEUTRAL] OK. I'm gonna have to.
[AGENT][NEGATIVE] And I have verified everything and I can't figure out why it's not letting her set her OSC account up unless it's tied to like she said she's the group contact, so I'm, I don't, I don't know. I'm lost.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It it wouldn't be that, but um I can look and see, but I'm, I'm having to open up a new line screen because I've got all of mine tied up.
[AGENT][NEGATIVE] My lines going down. Oh, I know it, my line, my lines they went down 3 times today. I don't know what is going on with this line stuff today, but.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mine did that last week. Every time I'd get in the middle of something, it would just.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Oh yeah, it's like I, I get a.
[AGENT][NEGATIVE] Climbed in and I'm like, oh no, it didn't.
[CUSTOMER][NEUTRAL] OK, [PII]. OK, and did you verify all her information or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, and everything's correct, the spelling, the birthday, the address, everything is spelled correct, you know, I'm thinking that might be some of it, but anyway, I told her I was gonna get customer service on the line and maybe, maybe I'll could figure out why it won't set up.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] But I appreciate it, [PII]. You have a good rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Mm.
[AGENT][NEUTRAL] Alrighty. Yes, ma'am. Bye-bye.