AccountId: 011433970860
ContactId: 8c8bd4d3-cd2d-4d56-b0ab-f3020fb10228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376589 ms
Total Talk Time (AGENT): 172511 ms
Total Talk Time (CUSTOMER): 125985 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8c8bd4d3-cd2d-4d56-b0ab-f3020fb10228_20250107T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK. My name is [PII] and I just got my uh
[CUSTOMER][NEUTRAL] Medical, you know, from Dougherty's.
[CUSTOMER][NEUTRAL] Sacking solutions.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I tried to register like it says to, and it says no user.
[AGENT][NEUTRAL] OK, it may be that the information you're putting in and the information we have is not matching. Um, I can check that for you. Um, Miss [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, let me just see.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEGATIVE] 582-844. I think that's what it's, it's so tiny. It's hard to see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK let me try that. Let's see.
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I need to verify the mailing address, email address, and a callback number.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the email address?
[CUSTOMER][POSITIVE] Uh, I think it's [PII].
[AGENT][NEUTRAL] OK, and that is [PII]?
[CUSTOMER][NEUTRAL] What? Oh, it's, which one did you say it was?
[AGENT][NEUTRAL] The email, is it [PII]? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so let me see why.
[CUSTOMER][NEUTRAL] If it's not that there's another one, so I'm not sure.
[AGENT][NEUTRAL] OK. And you're trying to register on your um phone or is it in a desktop, laptop, computer?
[CUSTOMER][NEUTRAL] On my phone.
[AGENT][NEUTRAL] Oh, OK. Alright, let me see, um, bear with me just a second.
[AGENT][NEUTRAL] OK. Do you wanna try it now while you got me on the line? because I see that everything that you provided to me is matching.
[CUSTOMER][NEUTRAL] OK, just one second. I'll put you on speaker, then we can do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And you're using your Social Security, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Should it go on uh [PII] login?
[AGENT][NEUTRAL] Yes, mhm, you.
[CUSTOMER][NEUTRAL] Cause that's when it says [PII] login.
[AGENT][NEUTRAL] Mhm, yes, you're gonna click on um new user.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you are an individual?
[CUSTOMER][NEUTRAL] OK, let me just look at this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I gotta get to it, so just one second. new user, OK. Then hit individuals.
[AGENT][POSITIVE] OK, sure. No problem.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, then it just says last name.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Then it's a social security number or ID number, a member ID number.
[AGENT][NEUTRAL] OK, so it looks like it's gonna be your social.
[CUSTOMER][NEUTRAL] So should I put that, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then residential, so that'll be my zip code?
[AGENT][NEUTRAL] Yes, your zip code?
[AGENT][NEUTRAL] Which is the [PII]. Mhm.
[CUSTOMER][POSITIVE] OK, now it, now it works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I must have just put the, I bet you I might have put the um Social Security number in wrong.
[AGENT][POSITIVE] OK. Yes, no problem. I have this.
[CUSTOMER][POSITIVE] Yeah, now, now I got to create a username and all that stuff. Thank you.
[AGENT][POSITIVE] OK, perfect. You're welcome. Is there anything else I may help you with today? You have any other questions or concerns?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, um, does it, does it, what does it entail vision?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, we do not handle the vision part. Um, usually, uh, the vision is handled by, um, it depends. Um, let me check your card. Let me see if it shows. Um.
[CUSTOMER][NEUTRAL] Vision
[AGENT][NEUTRAL] benefits in a car. Give me just a second. Let me see who um handles vision for this group. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so the vision is gonna be through superior vision, the superior vision. I can give you their number.
[CUSTOMER][NEUTRAL] OK. Will it cost anything or?
[AGENT][NEUTRAL] Um, it should be part of your benefits, but you can check with them to see if you have a policy, um.
[AGENT][NEUTRAL] But it is it's usually part of your benefits.
[CUSTOMER][NEUTRAL] OK, what's it called?
[AGENT][NEUTRAL] Superior
[AGENT][POSITIVE] Superior vision.
[CUSTOMER][POSITIVE] Superior vision.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what's that number?
[AGENT][NEUTRAL] The number is 1800.
[AGENT][NEUTRAL] 507.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 507
[AGENT][NEUTRAL] 3800.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, you have a good afternoon and thank you for calling APO Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Goodbye.
[CUSTOMER][NEUTRAL] Yeah