AccountId: 011433970860
ContactId: 91fae135-f659-46bc-bc59-2d29baad42eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276170 ms
Total Talk Time (AGENT): 137096 ms
Total Talk Time (CUSTOMER): 94058 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/91fae135-f659-46bc-bc59-2d29baad42eb_20250506T22:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][NEUTRAL] Good good um I'm not sure if I chose the right option or not, but I'll explain to you the problem I have. um, my company, my company just switched over to APL.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um as part of the switch over they gave us a.
[CUSTOMER][NEUTRAL] Kind of like a document that explains how to um.
[CUSTOMER][NEUTRAL] You know how to get an APL portal and how to submit a claim and that type of stuff.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, but when I, when I try to do it for the first time.
[CUSTOMER][NEGATIVE] Um, I'm getting an error message and unfortunately I'm not in front of my computer right now. I actually tried it yesterday and again this morning, but I get an error message that's not allowing me to kind of like set up my profile.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, is it, uh, saying something along the lines of that, uh, you're not found in the system?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the information that you entered does have to match what we have in our system and of course depending on how new the policy is it's possible that it's not quite ready um so we can definitely get your policy pulled up and take a look at all of that and of course verify that the information we have is correct um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] 560
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then uh do you have a policy number?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yes, 026.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11457
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK, and then I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you and it looks like it might be through your employer.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect alright thank you so much for verifying all of that. uh, now all of this information that we just verified is this what you're using uh or entering in when you go to create the account including the same email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so the spot where it asks for a member ID or your social, I will say that your policy number is different than a member ID this plan does not have a member ID, so in that spot you would have to enter in your social. Is that what you were doing?
[CUSTOMER][POSITIVE] Uh, it's a good question. I can't recall now, but I'll, um, I'll definitely do that next time I try.
[AGENT][NEUTRAL] OK, yes, um, just know that the information it has to match what we have so of course the same email address, um, you know, the zip code, uh, and then your social, um, and really quick just for good measure I can go ahead and verify the social that we have for you to make sure that that's correct. I have that as [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, alrighty, yes, I would give that another shot with this information uh if for some reason it's still giving you trouble, give us a call back and we'll see what else we can do for you.
[CUSTOMER][POSITIVE] All right thank you very much I appreciate it.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, I guess the only other, sorry, one other question, so I have several dependents on my policy. Um, do they all set up their own, their own user names and and passwords, or do they all use my information to set it up? How does that work?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, it would all just be under the single user name uh for the online portal.
[CUSTOMER][NEUTRAL] OK, so all of us essentially will have the same the same login, the same password, um.
[AGENT][POSITIVE] That's correct. It's uh.
[CUSTOMER][NEUTRAL] Everything
[AGENT][NEUTRAL] Primarily of course supposed to be for you if you choose to share that information with them that is completely up to you but yes that would just be the single user.
[CUSTOMER][POSITIVE] OK, understood very good, thank you.
[AGENT][POSITIVE] You are very welcome. Have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Take care. Bye bye.
[AGENT][NEUTRAL] You too. Bye bye.