AccountId: 011433970860
ContactId: 86456b36-3686-41bf-bf8a-bc0465ca071d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302399 ms
Total Talk Time (AGENT): 62315 ms
Total Talk Time (CUSTOMER): 123828 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/86456b36-3686-41bf-bf8a-bc0465ca071d_20250616T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi [PII] I'm trying to um log in. I got the email to, you know, just start um creating my account logging in, but it comes up as sign up error no user was found with the information that was entered. Please try again or contact you guys.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] Yeah, [PII], last name [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number and then your policy number?
[CUSTOMER][NEUTRAL] It's [PII] um let me go into the email I know [PII] just sent uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hold on, I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Id cards.
[CUSTOMER][NEUTRAL] Uh, when I bring it up, it just goes to his PDF.
[CUSTOMER][NEUTRAL] It just says log in to get my ID cards register.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And does it.
[CUSTOMER][NEUTRAL] Yeah, it's just um.
[CUSTOMER][NEUTRAL] It just shows the PDF shows how to get into your guys'.
[CUSTOMER][NEUTRAL] Website, um.
[CUSTOMER][NEUTRAL] There's a RX one.
[CUSTOMER][NEUTRAL] A UTBA.
[CUSTOMER][NEUTRAL] I don't have a policy number on here.
[CUSTOMER][NEUTRAL] That the benefits coordinator sent me.
[CUSTOMER][NEUTRAL] It just has the PDF says ID cards insurance log in and it just shows your guys' site.
[AGENT][NEUTRAL] OK, so is this your first time?
[CUSTOMER][NEUTRAL] And then how the instructions on how to log in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I have your social please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so as of right now, we don't even have you listed in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And do you know when was this supposed to be active?
[CUSTOMER][NEUTRAL] Well, I know they just started taking it out of my check um last week and he said just.
[AGENT][NEUTRAL] OK, so it's a possibility we haven't received your documentation or information in order to even enter you in our system.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK, I guess I'll just try back. what would probably be best just wait about a week or so and.
[CUSTOMER][NEUTRAL] Try back again or try back in a couple days to try to log in and register.
[AGENT][NEUTRAL] Yes, you can try to log in and register, but we will send you if once we receive any information if we do have an email address that did come in, we will submit that via email or you will receive the cards in the mail but you will receive some form of communication from us indicating we have received your documentation and we will send your cards to you.
[CUSTOMER][NEUTRAL] Oh OK, so this is probably just for the benefits counselor just letting me know how to get in and all that stuff, OK.
[CUSTOMER][POSITIVE] Alright then I'll just wait then a little bit um to hear from you guys. OK, sounds good thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.