AccountId: 011433970860
ContactId: 7f852803-975e-4f3f-926a-49b3d1fa8286
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236169 ms
Total Talk Time (AGENT): 72327 ms
Total Talk Time (CUSTOMER): 68807 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/7f852803-975e-4f3f-926a-49b3d1fa8286_20250418T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to set up an account online to um.
[CUSTOMER][NEGATIVE] File my wellness for through for work and it's not letting me.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number handy or I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] Um, yeah, I'm not sure what my policy number is, so, um, my social is [PII]. My last name is [PII]
[AGENT][NEUTRAL] OK, and your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me get your policy pulled up and then we can get, uh, I can help you with getting that set up on the online portal.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so, um, on new user, let me see, let me uh verify a few pieces of information. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And what's your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address?
[CUSTOMER][NEUTRAL] Uh, I'm not sure which one it would be, but, um.
[CUSTOMER][NEUTRAL] The one I normally use is uh [PII].
[AGENT][NEUTRAL] OK, it looks like we've got that [PII]. So that should that be [PII]?
[CUSTOMER][NEUTRAL] OK, no, [PII] is fine too.
[AGENT][NEUTRAL] OK, um, let's see, so if you go to new user, um, you'll do I'm in, are you in front of your computer right now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it might have been the email that was, um, causing an error. Uh, you will have to use your social security number. We don't have an actual member ID.
[AGENT][NEUTRAL] And then if you plug in your social, uh, zip code you provided, and the email you provided, and your birthday, it should take you to the next step.
[CUSTOMER][NEGATIVE] Hey, it worked that time. I did it like 4 times and it didn't go.
[AGENT][NEUTRAL] OK. Is there anything I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Um, I don't don't think so. I can file my, um, my wellness thing online, right?
[AGENT][NEUTRAL] Yes, you can upload it to our portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'd be all that I needed then.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] Yeah thanks you too.
[AGENT][POSITIVE] All right, bye. Thank you.
[CUSTOMER][NEUTRAL] Uh bye bye.