AccountId: 011433970860
ContactId: 82f280a8-cfe8-452a-af02-9aaf3b9cd7ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194789 ms
Total Talk Time (AGENT): 89830 ms
Total Talk Time (CUSTOMER): 59729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/82f280a8-cfe8-452a-af02-9aaf3b9cd7ee_20250617T17:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I get y'all's insurance through my employer and I just went to the website to try and um.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Set up my account and it says I don't exist in the system so I'm.
[AGENT][NEUTRAL] OK, so you're trying.
[CUSTOMER][NEUTRAL] Trying to again.
[AGENT][NEUTRAL] OK, so you're trying to set up your profile, but it gave you an error message on our portal? Yes, ma'am. Well, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The end games.
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 02567595
[AGENT][NEUTRAL] OK, thank you, one moment while I get your information pulled up.
[AGENT][NEUTRAL] OK, in this case, I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is different than the one you gave me. What is another phone number you could have had?
[CUSTOMER][NEGATIVE] Oh crap, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now is that no longer a valid number for you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. So we'll, I'll come back to that in just a moment. And then your email address, please, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Q email.
[AGENT][NEUTRAL] OK, so I show that this was a dental policy that you had through surge staffing, is that correct?
[CUSTOMER][NEUTRAL] Ah, that explains why it's no longer working. OK.
[AGENT][NEUTRAL] That's correct. So this policy was actually, yes, it's not active anymore. So that's why you're unable to set up your profile.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That makes sense. OK, cause I have a new employer and then I found this in my mail and I'm like, oh let me go ahead and set that up, so.
[AGENT][NEUTRAL] Oh, OK. So yes, ma'am, but that is, that would be why you can't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I appreciate your time.
[AGENT][POSITIVE] Absolutely. You're very welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well then, thank you for calling APO Ms. [PII]. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.