AccountId: 011433970860
ContactId: 76292442-f71b-4f03-82af-e67026b9198c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 730349 ms
Total Talk Time (AGENT): 277498 ms
Total Talk Time (CUSTOMER): 209458 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/76292442-f71b-4f03-82af-e67026b9198c_20250414T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to sign on online and it's asking me to give you guys a call.
[AGENT][NEUTRAL] OK, I can help you with that. Can you provide me with your policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I have a group.
[AGENT][NEUTRAL] May start with a 02 or it may say certificate.
[AGENT][NEUTRAL] Policy certificate number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well, there's a payer ID, there's a group number.
[AGENT][NEUTRAL] Let me have the group number. Let's see if I can find you under there.
[CUSTOMER][NEGATIVE] Effectively they desert.
[CUSTOMER][NEUTRAL] OK, the group number is 25929.
[AGENT][POSITIVE] Thank you. Give me just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that him and and associates?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] All right, thank you. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. I think I found your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what we'll do is a verification, make sure all the information is correct in our system because if anything's off, it will not allow you to enroll. So Mr. [PII], let's start by verifying the spelling of your last name, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. So the last part is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we did not have an eye in there, so let's get that corrected first.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm gonna read that back to you one more time.
[AGENT][NEUTRAL] OK. I'm a little bit hoarse, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, sir. And is your first name, spell that for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Oh.
[AGENT][POSITIVE] [PII]. Wonderful. OK, sir, let's see.
[AGENT][NEUTRAL] Let me get back
[AGENT][NEUTRAL] So let's verify your date of birth, please, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. OK.
[AGENT][NEUTRAL] That's matching.
[CUSTOMER][NEUTRAL] Can we verify the address as well?
[AGENT][NEUTRAL] Yes sir, we're I'm, I do apologize. It made me, I have to stop and put notes in on any kind of change that I make, but let's, OK, let's move on to the address please sir.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the city is [PII].
[CUSTOMER][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][POSITIVE] Wonderful. That is matching. OK, Mr. [PII], the last two things. Let's verify your phone number and then your email address please, sir.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Now my personal, you want my personal email?
[AGENT][NEUTRAL] It looks like we may have your work email. Would you rather have your personal email?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. What is that, sir, and I can add it.
[CUSTOMER][NEUTRAL] OK, it's uh that[PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, were you spelling out letters for me or give me actual words?
[CUSTOMER][NEUTRAL] Oh, I was actually. I was spelling letters.
[AGENT][NEUTRAL] OK. Let's start over then cause I started typing in words. That's the way I think you spelling letters out for me. Can we start over, please, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey, I'm sorry. I was so focused on that. OK. [PII].
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Thank you. So we do have that updated. We have your last name corrected, um, and I will order new information for, for, uh, to show your correct spelling of your name. So Mr. [PII], can you go and try that again for me now that we have your name corrected? Are you where you're able to do that?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, one moment, uh.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEGATIVE] No, it still doesn't work. It doesn't let me in.
[AGENT][NEUTRAL] OK. So, uh, let me check something real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just wanna make sure that you did not have an account already set up. So you click new I'm an individual, I mean new user first. I'm an individual with an APL insurance policy, the first circle.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you click next.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, there's 3 steps. I'm, I'm stuck at step 2.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so, um, step 2, you right, so Mr. [PII], what I will do is try to set up an account for you and you, oh, I know it. Did you put your policy number in? I can give that to you. You did not have that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So let me give you
[CUSTOMER][NEUTRAL] Well, I did a group, I did it as a group, so I went into, I selected.
[AGENT][NEUTRAL] Right, it
[AGENT][NEUTRAL] Oh wait, I'm sorry. It wants your social security number. Did you put your social in?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] No, no, it didn't ask me to.
[AGENT][NEUTRAL] Oh, OK, or did you go to AM Public?
[CUSTOMER][NEUTRAL] Because I'm doing new
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, exactly, so I'm doing, I'm doing new user right? and then I'm selecting which role best describe you, so I'm selecting I am employee or group who offers oh no.
[AGENT][NEUTRAL] Right. Yes, sir.
[AGENT][NEUTRAL] No, sir, you select I'm an individual. I'm sorry, you select the first one.
[CUSTOMER][NEUTRAL] I'm in all that's why.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, OK, that's better. OK, let me fill that out. One second please.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEGATIVE] I was expecting the wrong one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because this is for your individual policy.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] With the group.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, now it's working.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Um, confirming my password.
[CUSTOMER][NEUTRAL] And I'm confirming my email.
[CUSTOMER][NEUTRAL] Oops
[CUSTOMER][NEUTRAL] And next one.
[CUSTOMER][POSITIVE] OK, looks like I'm successful.
[AGENT][POSITIVE] Wonderful. OK, let's see. Let me go in here again and check.
[CUSTOMER][NEUTRAL] Yeah what I'm trying to do is to do a.
[CUSTOMER][NEUTRAL] A claim or to see what's been claimed on my behalf already so.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, so you should be able to view the claim status there, um.
[CUSTOMER][NEUTRAL] Again
[AGENT][NEUTRAL] Now what I can do, Mr. [PII] is place you through to the benefits department if you need assistance looking at your claims and understanding them and things like that.
[AGENT][NEUTRAL] And they can better assist you because we can't see any kind of claims in customer service.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Would you like to speak with someone?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, is there, do they have a direct number or I just call back the same number I called you.
[AGENT][NEUTRAL] Uh, well, when you call, I believe there's a queue that you can click on. It's actually, it should be called care team or customer care.
[AGENT][NEUTRAL] Um, I'm not sure if there's a direct line or not. I'll be real honest with you. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK, well I'll, I'll call back if I need them, uh, actually because uh I wouldn't need, I need to review my account first, um, and then I can call them back. Thank you, I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Certainly. Is there anything else we can assist you with?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APN. You have a wonderful day, sir.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.