AccountId: 011433970860
ContactId: 8175118b-f8fe-4fb1-b99a-32b61060def1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189369 ms
Total Talk Time (AGENT): 73604 ms
Total Talk Time (CUSTOMER): 56245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/8175118b-f8fe-4fb1-b99a-32b61060def1_20250613T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How you doing? My name is [PII] and I'm trying to register online, but it's let me know new user was found.
[AGENT][POSITIVE] OK, I can help.
[CUSTOMER][NEUTRAL] So it's asking me to call this number, yeah.
[AGENT][NEUTRAL] I can help you with your LSC um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Uh, would that be for United Healthcare?
[AGENT][NEUTRAL] Um, this is for APL.
[CUSTOMER][NEUTRAL] Yeah, correct, so I'm a new employee that was just activated, so I don't have my card yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see, um, is it alright if I try to look you up by your social?
[CUSTOMER][NEUTRAL] It sure is.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment to pull that up.
[CUSTOMER][NEUTRAL] That's why I said no.
[CUSTOMER][NEUTRAL] Hey?
[AGENT][NEUTRAL] And 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].
[AGENT][NEUTRAL] Alright, it looks like so when you got in you need to use an email that we have on file so we don't have an email address for you. What email address would you like us to add for you?
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII], so that's [PII].
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] Alright, so are you at your, uh, are you at secured. Amublic right now?
[CUSTOMER][NEUTRAL] Oh, I am actually.
[AGENT][NEUTRAL] OK, go to uh create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click insured
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I would only fill out the 3 boxes that have an uh that are required that have the asterisk next to it so last name, the email that we just confirmed with you, and then your date of birth.
[CUSTOMER][POSITIVE] Perfect let me in now.
[AGENT][NEUTRAL] OK, yeah, and so you wanna do that send verification code first and verify that your email before you put in the new password and everything, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Other than that, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be all, ma'am thank you much.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.