AccountId: 011433970860
ContactId: 83f74b50-ed9a-4447-8e74-1cc29691d4b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194399 ms
Total Talk Time (AGENT): 97793 ms
Total Talk Time (CUSTOMER): 67469 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/83f74b50-ed9a-4447-8e74-1cc29691d4b5_20250114T20:55_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just started a new job and um we use your um website and just trying to log on as a new user and it gave me an error and had this number to call.
[AGENT][NEUTRAL] OK, yeah, let me see if I can help you with that. Do you happen to know your policy number, sir?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][POSITIVE] OK, no worries. If you don't mind, I can search for you with your social security number.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your name please?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Last name is spelled [PII]
[AGENT][NEUTRAL] You said [PII]. Did I hear that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're the subscriber on the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I'm really sorry. I'm actually not showing anybody with that social security number in my system.
[AGENT][NEUTRAL] Um, just on the off chance we had a digit wrong, would you spell your last name for me?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your first name again my friend?
[CUSTOMER][NEUTRAL] It's [PII] or [PII].
[AGENT][NEUTRAL] No, I'm so sorry. I'm not having anyone come up with that name, and it's American Public Life, correct?
[CUSTOMER][NEUTRAL] Yeah, I mean I get the link off of our company site it's a land design is a company.
[AGENT][NEUTRAL] I am really
[CUSTOMER][NEUTRAL] And uh I'm a new employee, but is this where I'd go to work for like insurance cards for like um.
[CUSTOMER][NEUTRAL] Dental and vision and, and all that sort of thing.
[AGENT][NEUTRAL] Yes, that is where your cards would be um maybe there's just like some lag time and then getting you set up in the system, but if I would recommend reaching on out to your, um your group admin like or one of your HR reps just to make sure they show you in their side in the system.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would they have my member number yet or would they have to because that.
[CUSTOMER][NEUTRAL] If I obviously if you're not showing me there's not a member number, but would they have that if I was in the system?
[AGENT][NEUTRAL] If you were in the system they should have access to your policy number um in their online portal um if if they utilize their online portal some groups don't and that's OK too they just reach out to their um their broker or something to add in people but.
[CUSTOMER][NEUTRAL] Access to
[CUSTOMER][NEUTRAL] OK, I will get a hold of them then so you're not showing me in the system by looking at my name and social.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] No, I'm not, but, and then it could be just a matter of paperwork and getting you entered in, um, but I'm not seeing you quite yet, sir. I'm really sorry.
[CUSTOMER][POSITIVE] Oh, no problem. All right, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. I hope you have a wonderful day though, [PII], and best of luck to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. Bye-bye.