AccountId: 011433970860
ContactId: 9d7b3cd4-b970-45f6-897e-0bb301b1588d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182529 ms
Total Talk Time (AGENT): 67103 ms
Total Talk Time (CUSTOMER): 92498 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/9d7b3cd4-b970-45f6-897e-0bb301b1588d_20250224T16:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEGATIVE] Hi, uh, I've been trying to register online for whatever reason. It's not taking my information. It doesn't recognize my information.
[AGENT][NEUTRAL] OK, I can assist you with that, and your name is?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 00980789.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I verify your date of birth, mail address and email address for me, please?
[CUSTOMER][NEUTRAL] [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] Oh sorry, [PII].
[AGENT][NEUTRAL] OK, I'm assuming that I'm thinking the reason why you weren't able to set up is because we do show a different email address in our system, a Gmail email address.
[CUSTOMER][NEUTRAL] 00, it's maybe it has my personal because I never remember I see.
[CUSTOMER][NEUTRAL] 1178, [PII].
[CUSTOMER][NEUTRAL] How come that's fine. You can leave that email in there.
[CUSTOMER][NEUTRAL] It's still saying that it's not recognized the number.
[AGENT][NEUTRAL] OK. Uh, are you entering your social?
[CUSTOMER][NEUTRAL] Um, I try all.
[AGENT][NEUTRAL] OK, uh, verify your social.
[CUSTOMER][NEUTRAL] It's asking for a social or member ID, not the policy number. What's the member ID? The payer ID?
[AGENT][NEUTRAL] No, ma'am, you have to use your social, that member ID is for a different group.
[CUSTOMER][NEUTRAL] [PII]. I did use my social, nothing.
[AGENT][NEUTRAL] OK, and verify your social, make sure we have it correct in the system.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, that's what we have and it's still not letting you. And as far as
[CUSTOMER][NEUTRAL] Yeah, and the, and the email address you have is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's see one more time.
[AGENT][NEUTRAL] And it's, are you, um,
[CUSTOMER][NEUTRAL] OK, now it's start.
[AGENT][NEUTRAL] Oh, now it's doing it? OK.
[CUSTOMER][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yes, ma'am, and then you should be able to set up a username and password.
[CUSTOMER][POSITIVE] Thank you much.
[AGENT][POSITIVE] Yes, ma'am. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] OK bye.