AccountId: 011433970860
ContactId: 8fbf8a88-db6a-463f-a9ae-69954510b127
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394399 ms
Total Talk Time (AGENT): 140941 ms
Total Talk Time (CUSTOMER): 176871 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/8fbf8a88-db6a-463f-a9ae-69954510b127_20250324T13:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hello, I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] What did you say your name was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], hi [PII], my name is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This is uh my name is [PII] and um I have a policy through APL through my through my employer and I'm trying to set up a log uh a log in um and I'm putting in the information, you know, new user and it's coming back that there was a problem, so I don't know what uh information I'm putting in that's not correct.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're trying to set up your online service center profile, but you're getting an error message, is that correct?
[CUSTOMER][NEUTRAL] Correct, we have a really bad connection.
[AGENT][POSITIVE] Yes, ma'am, I can help.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And Ms. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Uh, work is [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] I do not have a policy number. I have an ID number, which is what it was given to me. I might have a policy number, but it's probably in a home. The number that I was given was 259-566-3. It's with NSI Insurance Group.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your
[AGENT][NEUTRAL] Information pulled up. Once I do, I will need to buy several things with you first for security purposes. So give me just a moment, please.
[AGENT][NEUTRAL] OK, Ms. [PII]. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the correct spelling of your last name?
[CUSTOMER][NEUTRAL] [PII], and first name is [PII]
[AGENT][POSITIVE] Thank you. OK. Thank you. And your social?
[CUSTOMER][NEUTRAL] OK, let me get that.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Also your home mailing address, please?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so what phone's gonna be the best phone number, whether it's your cell number that we should have on, on file for you?
[CUSTOMER][NEUTRAL] I guess my cell number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the email address that we have on file for you and this does appear to probably be your work email address, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, that's fine. [PII].
[AGENT][NEUTRAL] OK. Say that again, the first part.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you very much. OK, thank you. So, a couple of things, um, we did not have your phone number, your cell number on file when we received your enrollment information.
[AGENT][NEUTRAL] That could have been one reason also if you were using a personal email address to try and set it up instead of this work email for security purposes that would have also so do you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I want to, are you able to try that again while you and I are on?
[CUSTOMER][NEUTRAL] No, I put last name [PII].
[CUSTOMER][NEUTRAL] OK, let me try it again.
[CUSTOMER][NEUTRAL] Yeah, no user was found with the information that was entered. Please try again if this error pers persists, please contact customer service, which is the number I called.
[CUSTOMER][NEUTRAL] And what I put was my last name uh.
[AGENT][NEUTRAL] OK, so let me try and see if I can.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, what I put was my.
[CUSTOMER][NEUTRAL] Was my last name, the member ID number that was provided.
[CUSTOMER][NEUTRAL] Uh, resident zip code, my email address which I use my.
[AGENT][NEUTRAL] OK, so that is, OK, so.
[AGENT][NEUTRAL] OK, so that, that would be.
[AGENT][NEUTRAL] Where it is in its quite a, you do not have a member ID?
[AGENT][NEUTRAL] That is, that number you gave me is your policy number and that is a separate number. So on that screen, you will use your full social that one time.
[CUSTOMER][NEGATIVE] I don't want really wanna use that. Can you give me my ID?
[AGENT][NEUTRAL] There is no member ID for your employer.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Well, let me do what I didn't want to do in the first place.
[CUSTOMER][POSITIVE] OK, that went to the next spot, so I guess that's good.
[CUSTOMER][POSITIVE] Thank you so much, [PII].