AccountId: 011433970860
ContactId: 71057215-d380-4ecf-ae41-2192578a13c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321079 ms
Total Talk Time (AGENT): 127416 ms
Total Talk Time (CUSTOMER): 146106 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/71057215-d380-4ecf-ae41-2192578a13c6_20241231T23:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Um, I'm calling, I'm trying to enroll in some insurance through a job, I believe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got a medical cards in the mail.
[CUSTOMER][NEGATIVE] And tried to sign up online but uh my Wi Fi is not that good, so it kind of gave some errors.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um told me to call.
[AGENT][NEUTRAL] OK, do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Oh yeah, give me a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right, you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02580985
[AGENT][POSITIVE] Alright, thank you for that let me pull this up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if I could verify your first name, last name, date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What else did you need?
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Uh, date of birth, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the address we should have on file for you?
[CUSTOMER][NEUTRAL] Um, well, I just moved to [PII], so I was staying with my mom, so I wanted to check maybe it's [PII].
[AGENT][NEUTRAL] Uh, no, it's a [PII].
[CUSTOMER][NEUTRAL] 3, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, yeah, that's the place I just moved into last month.
[AGENT][NEUTRAL] OK, and the email on file is, it looks like [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, so were you just trying to log in online and basically set up an account is that what you were trying to do?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so was it giving you an error message based off of the information that was entered, or do you think it was just based off of the connection?
[CUSTOMER][NEUTRAL] More, more so the the connection, but I can try it again.
[AGENT][NEUTRAL] OK, um, yeah, because I can't unfortunately I can't enroll you for the online service center has to be done online.
[AGENT][NEUTRAL] When you're enrolling online I will let you know that um it does ask for like when you click new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, make sure that you're using that Gmail account because the information needs to match your zip code on file is the [PII]. That's correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] Oh, we need to change that then.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yeah, I knew there was a problem somewhere.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah and they told me to try again later, but I still wanted to call to at least you know speak to somebody.
[AGENT][POSITIVE] Yeah, no, absolutely. I mean, everything is active and looks fine, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me update the zip code.
[CUSTOMER][NEUTRAL] Yeah, because I'm in a transition. I'm in a transition, so I've just moved here. I work for one company which they offered the insurance, but I got it late and it's a staffing temp service.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So there's a pay by card. She tried to explain it to me. I really didn't understand.
[CUSTOMER][NEGATIVE] But as of the [PII], I will be an employee of a company called ER2, and they have insurance, but I have to wait 90 days.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's why I'm trying to fill this out even if if it's gonna be feasible for me, you know what I'm saying?
[AGENT][NEUTRAL] Right. Well, yeah, cause this plan.
[CUSTOMER][NEUTRAL] Is there any way you could tell me this is through a company or is this like some off the brand personal stuff?
[AGENT][NEUTRAL] I'm sorry, can you repeat your question again, [PII]?
[CUSTOMER][NEUTRAL] Uh, I just wasn't sure if this was the insurance coming from my staffing company.
[AGENT][NEUTRAL] Yeah, so this is the insurance that was offered to you through Versatilla Services LLC and it was a staffing company, correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, boy.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, OK, I'm just trying to make sure I get 100,000 emails and calls about insurance and.
[CUSTOMER][POSITIVE] You know, I, I try to pay extra for my phone and not receive those, but they still get it and somehow, but OK, OK, I appreciate it. It did say try again later, so I will do my best to see what happens and if anything I, I know I can call back.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, absolutely, [PII] and I updated the zip code on it, so you shouldn't have any more problems with that portion. It's been updated.
[CUSTOMER][POSITIVE] Good good good good OK cool thank you very much.
[AGENT][POSITIVE] OK. You're welcome. Have a good night.
[CUSTOMER][NEUTRAL] Alright you too have you know.
[AGENT][NEUTRAL] OK.