AccountId: 011433970860
ContactId: 9a160ae3-0774-4324-acff-a0250b932872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466140 ms
Total Talk Time (AGENT): 149964 ms
Total Talk Time (CUSTOMER): 214081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9a160ae3-0774-4324-acff-a0250b932872_20250221T20:55_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] It's like in [PII].
[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] speaking. I'm calling, uh, in regards to, um, uh, my, uh, digital card for the APL insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I try to do it online but it's um I put all the information is um it's telling me to call because it's um apparently you know the information doesn't match. I wanna verify if you can please help me with that.
[AGENT][POSITIVE] OK, sure, yes, I can assist you with that. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] Uh, hold on, um,
[CUSTOMER][NEUTRAL] I have here um.
[CUSTOMER][NEUTRAL] The certification number in hospital outpatient, which one do you need?
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient. OK. 02188916 letter M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK, let me have that one more time.
[CUSTOMER][NEUTRAL] 02188916 M as in Mary L as in Larry number 8.
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, anything else you need?
[AGENT][NEUTRAL] The email address on file?
[CUSTOMER][NEUTRAL] Right, um, it's my personal email or my work email that you need?
[AGENT][NEUTRAL] I think it's gonna be your work email if I'm not mistaken.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK, and is that the one that you're using to register?
[CUSTOMER][NEUTRAL] Yeah, and I was um I used that information it it doesn't allow me online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check and see what's going on. OK, one moment.
[AGENT][NEUTRAL] OK, uh, let's see, make sure we spell this out correctly. So it was um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] The letter [PII], then we have your last name for the email.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Or in [PII] only.
[AGENT][NEUTRAL] [PII]. I got the letter [PII] and then your last name.
[AGENT][NEUTRAL] Just in a store, sir.
[CUSTOMER][NEUTRAL] Right. [PII] or any [PII]
[AGENT][NEUTRAL] And Innirosa at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Salute with [PII]
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] Yeah what is that? And you said the zip code is [PII]. Are you using your uh social to register?
[CUSTOMER][NEUTRAL] Um, right, yes.
[AGENT][NEUTRAL] OK, um, can you verify that social for me just to make sure we got it correctly?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is correct. When you're putting your last name, are you putting both of your last name or just one?
[CUSTOMER][NEUTRAL] And let me check um.
[CUSTOMER][NEUTRAL] No, when I, when I go in there, it's only asking me the group number, the zip code, my phone number.
[AGENT][NEGATIVE] Oh, you're in the wrong place.
[CUSTOMER][NEUTRAL] Uh, the city and the email and the state. That's it. It's not asking you for name.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you're in the wrong place. OK, go back to the beginning of the page and click on a new user and choose the first one. I'm an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. And the last name is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just to make sure. OK, so for the last name you're gonna use both of your last names, [PII] and then um your social, your zip code, your email, and the date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I'm trying to create, right, a new user, right.
[CUSTOMER][NEUTRAL] Don't remember, I always go to have a user. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] Yeah, so, uh.
[CUSTOMER][NEUTRAL] huh.
[CUSTOMER][NEUTRAL] I said oh look at me.
[CUSTOMER][NEUTRAL] I never.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] so now it takes me to the next page and uh and it's asked me to fill out all all the information then I can I think I can take it from here, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, you should be able to, it's just to create your user ID and password and then you can just go ahead and go into the account. Um, it's gonna give you like a little PDF on your right side and you can click on that and get your, um, temporary card, your electronic card, OK?
[CUSTOMER][NEUTRAL] So for the money.
[CUSTOMER][POSITIVE] OK, thank you so much. So, so I always have to do it as an individual, not as a part of the group of the company.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You're an individual, you have an individual policy, um, the group is whenever the main person of the group is trying to register.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK, got you, OK.
[AGENT][NEUTRAL] The employer mhm yeah mhm.
[CUSTOMER][POSITIVE] But thanks for your assistance.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. You have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] is.
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] Need a indelo piece of focusino.
[CUSTOMER][NEUTRAL] Yeah.