AccountId: 011433970860
ContactId: 78968fa4-5816-463f-9baa-e6d46d8fef5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336869 ms
Total Talk Time (AGENT): 122270 ms
Total Talk Time (CUSTOMER): 152016 ms
Interruptions: 9
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/78968fa4-5816-463f-9baa-e6d46d8fef5d_20250606T15:21_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to create a new account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On your website and it's asking for my social security number or member ID.
[AGENT][NEUTRAL] Are you, mhm.
[CUSTOMER][NEGATIVE] And it's not accepting any of the numbers I put in it's not recognizing me so can you assist me?
[AGENT][NEUTRAL] Um, yeah, I can help you with your OSC account. Um, can I go ahead and get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] What is your policy number, [PII]?
[CUSTOMER][NEUTRAL] Is that the group number?
[AGENT][NEUTRAL] Um, no, it'll say policy certificate number or inpatient outpatient benefit number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Benefit certificate number 01410739.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have 01410739.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] I know it's like like hard.
[CUSTOMER][NEUTRAL] well, I actually never show up to that day, but.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You guys on the call that teacher haven't seen anything.
[AGENT][NEUTRAL] OK, and what's the phone number that we have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But if we didn't slagging. I didn't pass under the radar.
[AGENT][NEUTRAL] Not the number we're showing. Would you like me to change that?
[CUSTOMER][POSITIVE] Yes, that would be fine.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright, so it's [PII].
[AGENT][NEUTRAL] OK, I just, I found it, it's in a different spot. Um, so what email are you using for this to sign up?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm using [PII].
[CUSTOMER][NEUTRAL] And I also tried my work email.
[CUSTOMER][NEUTRAL] That it is. Let's make deposit.
[AGENT][NEUTRAL] Um, which work, what's that email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you'll want to use that one because that's the one that we have on file unless you um did you have an account before we ran we transferred to a new system?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you'll want to sign up with that email address, um, your work email address and then uh to change the email, if you don't see an option to change your email in there, um, just send us an email.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I'll just leave it with [PII]. It's fine.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, so let me see. So, it's not letting me put in your social security number?
[CUSTOMER][NEUTRAL] Um, no, it did not let me do that, and I just changed it to as it [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] And now I tried my member ID and it's still not accepting it.
[AGENT][NEUTRAL] All right, um, try it without that because if it doesn't have an asterisk next to it, it's not required, so go ahead and see if you can get it without that, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And then I'll stay on the line and we yeah and we'll make sure.
[CUSTOMER][POSITIVE] OK, that works.
[CUSTOMER][NEUTRAL] I see that.
[CUSTOMER][NEUTRAL] 3 days from bus to the city.
[AGENT][NEUTRAL] And when you click send verification code if you don't see it pretty quickly check your spam.
[CUSTOMER][NEUTRAL] That that that's if you were going that's if you're going back.
[AGENT][NEUTRAL] Because sometimes it heads there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and [PII] to Dutch Harbor.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, I did receive it.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] [PII] and also the, also the name of the terminal.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it looks like it's gonna let me. I was asking for another verification code.
[AGENT][NEUTRAL] And that is a new uh a new security feature, so every time you log in with your email it will ask you to verify so you will need that code.
[CUSTOMER][NEUTRAL] It looks like it's like.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You'll get a new code every time, yeah.
[CUSTOMER][NEUTRAL] OK, all right, it looks like it's letting me sign in.
[AGENT][POSITIVE] Great, great, yeah, if it's not required on there if you don't need it in there, is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you very much.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.