AccountId: 011433970860
ContactId: 87476785-6aec-462c-a602-8153a8a2f011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356160 ms
Total Talk Time (AGENT): 131519 ms
Total Talk Time (CUSTOMER): 121651 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/87476785-6aec-462c-a602-8153a8a2f011_20250107T20:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm trying to um
[CUSTOMER][NEUTRAL] Create account and uh.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah well it's not like.
[AGENT][NEUTRAL] It's giving you an error message?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, I can help you with the online center, um.
[CUSTOMER][NEUTRAL] Are saying we don't see this account. I'm sorry.
[AGENT][NEUTRAL] I can assist you with the online service center um sign up. It's just that when you get that error, it's just saying something being entered is different than what's on our side because it's linked, so I just have to figure out what it is and and switch it up or change it for you. Um, but Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my, um, contact number is [PII].
[CUSTOMER][NEUTRAL] And my policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't know. I don't know.
[AGENT][NEUTRAL] OK, I can look the policy up. It's OK.
[CUSTOMER][NEUTRAL] I don't even have
[AGENT][NEUTRAL] I can look the policy up with either your name or your social, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, my social is um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I'm just waiting for the policy to come up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII], um, my email, um, is [PII].
[CUSTOMER][NEUTRAL] Um, and I'm in, uh, [PII].
[CUSTOMER][NEUTRAL] [PII] with Quantico.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, and all the information provided is a verification of benefits, not a guarantee of payment. So hold on one moment, let me go to the online service center and see what's being entered. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're selecting you're a new user and then you're an individual?
[CUSTOMER][NEUTRAL] Oh, so I'm supposed to put individual instead of the group employee account?
[AGENT][NEUTRAL] Right, because
[AGENT][NEUTRAL] Right, it's your individual policy that group is for like your employers.
[CUSTOMER][NEUTRAL] Oh, no wonder.
[CUSTOMER][NEUTRAL] Yeah, my bad.
[AGENT][NEUTRAL] Oh, it's OK. Um, so you'll just enter your last name, your full social, your zip code, and then the email address you verify [PII], and then your date of birth, and it should get you to the uh creating a username and password and then you know you're good.
[CUSTOMER][NEUTRAL] So, um, you said that, um,
[CUSTOMER][NEUTRAL] Uh my email on file is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, of course it is.
[AGENT][NEUTRAL] Did you want to change it to a personal email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I mean, it really doesn't matter, not really.
[CUSTOMER][NEUTRAL] I don't have to.
[AGENT][NEUTRAL] OK, because it as long as if you're fine with it, then it's fine. I was just asking because um whatever is in our system is what you have to enter or it's gonna give you an error again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, let me make sure. You said it's [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's why I couldn't get.
[CUSTOMER][NEUTRAL] No, usual. Did I put in something wrong? Oh yeah, I did.
[CUSTOMER][NEUTRAL] Do you have my zip code is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm like, you said no user was found.
[AGENT][NEUTRAL] OK, hold on one moment, let me try on my end.
[AGENT][NEUTRAL] And the the, hold on.
[AGENT][NEUTRAL] So for the email, it was [PII]. Is that right?
[CUSTOMER][NEUTRAL] Oh yeah, it is. Hold on.
[AGENT][NEUTRAL] That's what we have on our, on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and let me do it. OK. Sorry. Yes, ma'am.
[AGENT][NEUTRAL] You good? OK.
[AGENT][POSITIVE] No, you're totally fine. That's what we're here for. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a great evening and thanks and [PII].
[CUSTOMER][POSITIVE] Uh thank you. [PII] to you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] I'm gonna