AccountId: 011433970860
ContactId: 8f7cc6cc-bd9f-4e82-90f9-60149c6e06e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441809 ms
Total Talk Time (AGENT): 128347 ms
Total Talk Time (CUSTOMER): 110614 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8f7cc6cc-bd9f-4e82-90f9-60149c6e06e5_20250505T18:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I'm trying to get access to the ABL uh website. It's saying um um the username stuff information I'm putting in they don't recognize it.
[AGENT][NEUTRAL] OK, well, I can help you with the online service and sign up. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Name, first name [PII], that's [PII] Last name [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have my policy number. Can you pull up on my social?
[AGENT][NEUTRAL] Yes, I can use your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] How's your day going?
[AGENT][POSITIVE] It's going good. How's your day going?
[CUSTOMER][NEUTRAL] I was pulling up.
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] All right, so nothing came up with the social.
[AGENT][NEUTRAL] But sometimes they come over without the social. Let me try your first and last name. Hold on one second.
[CUSTOMER][NEUTRAL] What state are you in?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I can hear. I was supposed to say [PII], but yeah.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah that [PII].
[AGENT][NEUTRAL] I'm originally from [PII], so I need to go back home.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, he's from [PII].
[AGENT][NEUTRAL] OK, so I'm, OK, so I'm looking for your policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But I don't see one with your name or your social, and this American Public Life.
[CUSTOMER][NEUTRAL] OK, so I got the accident insurance. I got the um.
[CUSTOMER][NEUTRAL] Disability, short term, long term.
[AGENT][NEUTRAL] Who's your um employer?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mama.
[AGENT][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, I got accident, critical illness, hospital and short term disability.
[AGENT][NEUTRAL] OK, I'm gonna look under the group for you.
[AGENT][POSITIVE] And for free.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] All right, so I found your policies, um, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth [PII]. Email is [PII].
[CUSTOMER][NEUTRAL] Mailing address it may be [PII] or is it [PII] against [PII].
[AGENT][NEUTRAL] Um, no, it was the [PII], um, we have on here. You want to keep it that way?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, yeah, keep it that way. It's got, you got unit system 4 on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, well, all the information provided is a verification of benefits, not a guarantee of payment. So are you on the website now to where we can do it together?
[CUSTOMER][NEUTRAL] Yeah, I pull it back up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm on it.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let me go to where you are.
[AGENT][NEUTRAL] When you click on new user, are you selecting I'm an individual for step one?
[CUSTOMER][NEUTRAL] Alright, let me do that.
[CUSTOMER][NEUTRAL] I'm gonna do it now, click on I'm a, I'm an individual.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] OK, member ID or social security number.
[AGENT][NEUTRAL] Put your full social there.
[CUSTOMER][NEUTRAL] How long you been in [PII]?
[AGENT][NEUTRAL] Um, since [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your email is your work email.
[CUSTOMER][NEUTRAL] What, yeah man.
[CUSTOMER][NEGATIVE] I figured that's what the issue was. I don't even know my work email.
[AGENT][NEUTRAL] You want me to, OK, what you, I can change it. What's your personal?
[CUSTOMER][NEUTRAL] I can call.
[CUSTOMER][NEUTRAL] Uh, my first and last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] So that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so try that and um with your date of birth and then it should work for you.
[CUSTOMER][POSITIVE] Yeah, it works.
[AGENT][NEUTRAL] All right, well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] I