AccountId: 011433970860
ContactId: 8c771e0b-c769-49c7-9e47-23d7479e0b6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305279 ms
Total Talk Time (AGENT): 93481 ms
Total Talk Time (CUSTOMER): 104605 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/8c771e0b-c769-49c7-9e47-23d7479e0b6b_20250609T15:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, good morning. This is [PII]. I had received my, um, letter and identification cards in the mail. I was going online trying to register my account, um, but it says it gives me an error upon trying to register and states that it can't find any of my information, uh, so I called customer service.
[AGENT][POSITIVE] OK, perfect. I can assist you with that. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, the policy certificate?
[CUSTOMER][NEUTRAL] Uh, is that the same as the group number?
[AGENT][NEUTRAL] No, it's gonna be the outpatient benefit um certificate number in the bottom.
[CUSTOMER][NEUTRAL] OK, let me see, that is 06234354 ML 8.
[AGENT][NEUTRAL] OK, let me have that number one more time. I don't think I typed it in correctly.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 343-54 ML 8
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, my mailing address is [PII]. I'm not sure what email will be on file because I've never um.
[CUSTOMER][NEUTRAL] Use the account I've never registered, but it could be brought in [PII]. That's I know what I've used for work. I do have another email as well if that's not what's on file.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, which one would you like to use?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Let me go ahead and put that one in so you can go ahead and register. OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm, you gonna make sure I took it correctly.
[AGENT][NEUTRAL] OK, so I went ahead and put that in. Um, one moment, let me check one more thing before we continue, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there's no phone number, so let me have the phone numbers.
[AGENT][NEUTRAL] And the phone number you provided to me is gonna be the phone number that we can get in contact with you if we need to.
[CUSTOMER][NEUTRAL] Correct ending in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, alright, so go ahead and try to register now, create your account now.
[CUSTOMER][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect that one let me go through with the email to complete set up.
[AGENT][NEUTRAL] OK, perfect. Um, you think you got it from here or you want me to wait until you're completed, completely in or?
[CUSTOMER][NEGATIVE] I should be able to get it from here. I just, for some reason it wouldn't let me log in, uh, no matter what email address they use.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, we didn't have one. That's why I asked which one you want to put in. We didn't have one on file. That's the reason you wasn't able to create it. Mhm.
[CUSTOMER][POSITIVE] OK, no, I had a feeling that's what I thought because I'm like how would it have one on file when I've never provided one, but I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. You have a good day and a good week.
[CUSTOMER][POSITIVE] Uh huh thank you do the same take care bye bye.
[AGENT][POSITIVE] Thank you. You too. Goodbye.