AccountId: 011433970860
ContactId: 9c95af4c-5a51-4e7d-a110-eefc1509db2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228740 ms
Total Talk Time (AGENT): 51773 ms
Total Talk Time (CUSTOMER): 116733 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9c95af4c-5a51-4e7d-a110-eefc1509db2e_20250617T21:18_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? Good afternoon.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I'm trying to sign up for the online uh uh portal. I used to have the, the old online portal, but it's not accepted that anymore. And I'm, I provide my last name, my Social Security, my zip code, my date of birth, my email, it says it doesn't follow me. I mean, I don't know what else to put it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hasn't found you?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see here. Uh, it is on the, is in hospital benefits card number or outpatient benefits card number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, either one is fine.
[CUSTOMER][NEUTRAL] OK. So let me, I'm gonna tell the outpatient. It's 02606954 Mike Lima 8.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me see what's going on here.
[AGENT][NEUTRAL] It looks like we don't have an email on file for you um what email would you like?
[CUSTOMER][NEUTRAL] Uh, that's why. So, it's my first name, [PII], my last name [PII]
[CUSTOMER][NEUTRAL] [PII]. So [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, um, go back and try and create an account, but only fill out the required information, so just your last name, your date of birth, and your email.
[CUSTOMER][NEUTRAL] Uh, so I, I don't, uh, so I won't put my social, I will put my ZIP code. So there's my last name and my email, my date of birth.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Yeah, just, just try with the
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it still shows er, so do I wait a little bit more?
[CUSTOMER][NEUTRAL] I put the last name [PII], just [PII] with an [PII] in the end.
[CUSTOMER][NEUTRAL] My email is [PII] and my date of birth, let me put next again.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, now it's working. Complete your account set up, continue. Now it's working.
[AGENT][NEUTRAL] It's working?
[CUSTOMER][NEUTRAL] OK. So is that my email address again? My new password, [PII]. OK, perfect. I think I'm gonna go from there. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, pretty much that's it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mm bye.