AccountId: 011433970860
ContactId: 8304f919-df9e-47e8-be21-0a518d71e5f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574219 ms
Total Talk Time (AGENT): 194783 ms
Total Talk Time (CUSTOMER): 247797 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8304f919-df9e-47e8-be21-0a518d71e5f9_20250625T13:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is uh [PII] and I got an email where my invoice is due.
[CUSTOMER][NEUTRAL] That you've changed the way it goes. It says I need to, I guess I need to set up an online service account.
[CUSTOMER][NEGATIVE] And I'm having trouble doing that.
[AGENT][NEUTRAL] OK, I can assist you with that. And what is your policy number, please?
[CUSTOMER][NEUTRAL] that is
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, give me one moment and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's probably under, it's under my wife's name, [PII].
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][NEUTRAL] No, when she first got that, it was so uh it it was like a group deal, but I don't know if it's still a group or not if it's just individual.
[AGENT][NEUTRAL] OK, and, um, Ms. [PII], verify your date of birth and the mailing address, please.
[CUSTOMER][NEUTRAL] your
[CUSTOMER][NEUTRAL] My date of birth is uh [PII] and it's [PII].
[CUSTOMER][NEUTRAL] I don't know if you got my new address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The other address is [PII].
[AGENT][NEUTRAL] OK, is your wife there? Because she would need to use her information when setting up on the online service center.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh, I'm calling on my phone and I've got hearing aids just.
[CUSTOMER][NEUTRAL] Let me take my hearing aids out and she can use my phone. But they can hear me properly. OK, well, wait a minute you, you probably can hear me talking. Can you hear me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can now. Yes, ma'am. Uh, Ms. [PII], what is your date of birth, please?
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And I do show a different address in our system than what Mr. [PII], uh, verified?
[AGENT][NEUTRAL] It's showing in a [PII] address.
[CUSTOMER][NEUTRAL] Oh [PII], that's old.
[CUSTOMER][NEGATIVE] Yeah, I thought it, it should have been changed over that Mer address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I call and that it changed to that at one time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's the address again so I can change it in our system?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] That's what you should have on file because we're, we're in [PII] right now, but that's just temporary.
[AGENT][NEUTRAL] What's the, uh, city again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], what's your email address because I don't show how, uh, don't show one in the system and it does request that when adding on to the online service center.
[CUSTOMER][NEUTRAL] That well she's right here but we've been we use my email.
[AGENT][NEUTRAL] What's the email address?
[CUSTOMER][NEUTRAL] That's what was on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's where you send all my invoices to.
[AGENT][NEUTRAL] And give that to me one more time, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At gmail.com.
[AGENT][NEUTRAL] [PII]. OK, give me one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment to correct the uh mailing address.
[CUSTOMER][NEUTRAL] Mailing address
[CUSTOMER][NEUTRAL] Does she need the mailing address now? No, she's the one where the house is, OK.
[AGENT][NEUTRAL] OK, and just to verify the address, you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's two words.
[AGENT][NEUTRAL] [PII]. OK, thank you for that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] is two words. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so I've changed the mailing address and added the email address. So if you go on to the online service center at [PII].
[CUSTOMER][NEUTRAL] OK, I need to create my account right?
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEGATIVE] Because it won't I've tried to log in with what I used before and that's not working.
[AGENT][NEUTRAL] And are you doing it for the group or for an individual?
[CUSTOMER][NEUTRAL] So I just had to create it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because it's
[CUSTOMER][NEUTRAL] I've tried it both ways, but I don't, I didn't know the group number to put on it.
[CUSTOMER][NEUTRAL] Just tell him I used to work. I worked.
[CUSTOMER][NEUTRAL] And I've had that long, tell her how long I've had the policy since I worked.
[AGENT][NEUTRAL] Uh, this, well, I'm looking at one of the policies you have with us is uh intensive care plan.
[AGENT][NEUTRAL] Uh, effective in [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it looks like there's an accident not accident, I'm sorry, cancer policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And uh cancer lump sum and a life policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh, there's just one line of policy on it that's for our side.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she took that out back when she worked at, at Canadian Valley Electric with a lady and this, and it's been years ago.
[CUSTOMER][NEUTRAL] 192.
[AGENT][NEUTRAL] Let's see, OK, yes, sir, um, when you get onto the site to create, you will select individual.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just put like insured.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] You don't say individual. OK, I want to insured to go to next.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And go to
[CUSTOMER][NEUTRAL] [PII]'s name on it or what or member number it says social security or member ID.
[AGENT][NEUTRAL] Uh, you have to use her social.
[CUSTOMER][NEUTRAL] What do I need to put there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Residential zip code.
[CUSTOMER][NEUTRAL] And her date of birth.
[AGENT][NEUTRAL] Uh, yes, sir. Since she's shown as the policyholder, it would have to be her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's got all that on there.
[CUSTOMER][NEUTRAL] Complete your setup, continue.
[AGENT][NEUTRAL] And then what it's gonna do is uh have you in email so the email that you uh gave initially and um it was in a verification code that you would enter and then also set up your password and from there you should be good to go.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Her emails.
[CUSTOMER][MIXED] OK, well, I appreciate it. Yeah, I was trying to get on to 3 different ways and I just never could get it to work right. I guess I had the right address on it.
[AGENT][NEUTRAL] Yeah, we had a different address and didn't have an email, so that could have caused an issue.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, yeah, we, we, we haven't, we, we haven't had that sparks address since [PII].
[AGENT][POSITIVE] Oh wow. Oh wow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thanks a lot. I appreciate your time.
[AGENT][POSITIVE] Oh, yes, sir. You're welcome. Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK OK.