AccountId: 011433970860
ContactId: 8b314e91-fe5b-4f62-8d92-57d590f9ddd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401200 ms
Total Talk Time (AGENT): 220240 ms
Total Talk Time (CUSTOMER): 119752 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/8b314e91-fe5b-4f62-8d92-57d590f9ddd2_20250501T17:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi there, um, I just joined APL and I tried to go online to to register, but it's not letting me. It says I'm not allowed, so I just wanted to get your help to get set up.
[AGENT][NEUTRAL] OK, so you're a new member and you're trying to register in the online service center but you're getting an error message?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, [PII], I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you spell your last name for me please, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you and what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Uh, would be um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is, actually I don't know what my policy number is.
[CUSTOMER][NEUTRAL] Uh, let's see if I shows up anywhere.
[AGENT][NEUTRAL] OK, so you do not, OK, so you don't have an ID card yet. Is that correct?
[CUSTOMER][NEUTRAL] No, no, no, I just started to, I mean, it just, my coverage started today.
[AGENT][NEUTRAL] OK, what is your full social security number?
[CUSTOMER][NEUTRAL] But I wanted to use my doctor.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to locate your information.
[AGENT][NEUTRAL] OK, so first off, I will need to verify several things with you for security purposes. So first off, if you'll please verify your full name and date of birth.
[CUSTOMER][NEUTRAL] Full name and date of birth. This, uh, full name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. 0, I think I know what happened. I just realized I, oh no, it just doesn't work anyway, anyway, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's OK. And so then your home mailing address, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My home mailing is [PII].
[AGENT][NEUTRAL] OK, thank you and then also your um well let's see the phone number that we have on file for you is different than the one you gave me.
[AGENT][NEUTRAL] What is another phone number that we would have?
[CUSTOMER][NEUTRAL] Um, that would be my personal cell phone which is [PII].
[AGENT][NEUTRAL] OK, so yes, so that is what is on file for you and then lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, well, so give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the reason I believe that you're probably not able to set up your profile yet is once you're, it's gonna need to go through our nightly processing tonight.
[AGENT][NEUTRAL] Um, and then you should be able to do that. Let me, let me look at something and just try it myself because your policy was just issued, so there's still part of our, the processing on our end, but I can give you your policy number.
[AGENT][NEUTRAL] And then if you're needing to use that, you can give the provider, the facility, the policy number and our phone number will and they could call us to verify any additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I, I, I don't have to go actually until Monday, so it should be fine by then, right? I should be able to get download download my card by then, right?
[AGENT][NEUTRAL] Yes, sir, it should be because this let me just see why it's.
[AGENT][NEUTRAL] Because we just received your enrollment information on the [PII].
[AGENT][NEUTRAL] To get your policy issued, um, so it should go through our nightly processing according to what I can see tonight.
[AGENT][NEUTRAL] And let's see, um.
[AGENT][NEUTRAL] But I, I do wanna double check something, uh.
[AGENT][POSITIVE] But yes definitely by the weekend I mean over the weekend you should be able to set up your profile and I'll be happy to go ahead and email you a user guide as well.
[AGENT][POSITIVE] That gives you some additional information on the things you can do in the portal once you're able to set it up and it also gives you some of the steps for setting up your profile if you would like for me to do that I'll be happy to email that to you.
[CUSTOMER][NEUTRAL] Sorry, what what were you gonna email?
[AGENT][NEUTRAL] The user guide for the portal and how to fully set it up and the different uses.
[AGENT][NEUTRAL] The different things that you.
[CUSTOMER][NEUTRAL] OK, is that like a one sheet, uh, someone, because, uh, my, uh, benefits administrator sent me a one sheet on it.
[AGENT][NEUTRAL] It is. Does it say online service center individual user guide?
[CUSTOMER][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] Go back to what you sent me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, APL online service center overview for individual insured.
[AGENT][NEUTRAL] Yes, sir. That should be it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And it gives you the different steps for setting it up and all that. OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well there would be no need for me to send that but yes sir if you could and if you want to just call us back uh tomorrow, you can do that will to verify that it's fully processed but again it should go through our processing tonight which then means you would be able to set it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But one, just one more second. Yeah, just 11 more second cause I do wanna look at one thing. I've said that, but then I thought, no, I won't do it, but I am gonna look at one thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes sir, so I think it's just because it's not fully processed in the system yet.
[CUSTOMER][POSITIVE] OK, alright, no worries, thank you then I'll try tomorrow.
[AGENT][POSITIVE] OK. Well, you're welcome. And is there anything else? Uh, you too. Can I help you with anything else?
[CUSTOMER][POSITIVE] Alright you have a great day.
[CUSTOMER][POSITIVE] Oh no, I'll be fine. Thank you, thank you again.
[AGENT][POSITIVE] Well, you're welcome and I hope you have a wonderful afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] OK you too take care bye bye.
[AGENT][POSITIVE] Thanks. Ah, bye bye.