AccountId: 011433970860
ContactId: 9ee0c6b4-4bc5-4bf3-9b4b-f308bf05b4bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316179 ms
Total Talk Time (AGENT): 94737 ms
Total Talk Time (CUSTOMER): 63546 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/9ee0c6b4-4bc5-4bf3-9b4b-f308bf05b4bf_20250401T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi I was trying to sign in online as a new user and it says it doesn't recognize my information.
[AGENT][NEUTRAL] Hm, OK, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't, it would have been active as of today.
[AGENT][NEUTRAL] OK, let's take a look by your name. What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, and [PII], did they give you um any sort of, do you have like a group number, any information?
[CUSTOMER][NEUTRAL] Um, I have a group number for the insurance. Would that be the same, but for our medical insurance?
[AGENT][NEUTRAL] What's that group?
[CUSTOMER][NEUTRAL] Which is through Aetna.
[AGENT][NEUTRAL] Oh, no, it wouldn't be the same.
[CUSTOMER][NEUTRAL] No, that wouldn't be the same.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Um, no, they gave us nothing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it is done through the National Employer solutions.
[CUSTOMER][NEUTRAL] Any solutions they were our broker.
[AGENT][NEUTRAL] OK, let's see um.
[AGENT][NEUTRAL] Who is your employer?
[CUSTOMER][NEUTRAL] National marine suppliers.
[AGENT][NEGATIVE] I'm wondering if it's just not uploaded yet cause nothing came up.
[AGENT][NEUTRAL] By your name.
[AGENT][NEUTRAL] OK. Um, I can try by your social if you don't mind giving me that. I can search that way too.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me try that, see what I come up.
[AGENT][NEUTRAL] Yeah, that doesn't bring up anything either. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Usually on
[CUSTOMER][NEUTRAL] Um, now, if a pro.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] So if it was meant to start today, would it normally be in the system by today or would it take a week maybe for the system to.
[AGENT][NEUTRAL] I'm thinking that it's yeah, I'm thinking that it's not uploaded yet and that's why it's not showing um so maybe it's gonna take some time. I would, when you're doing it online, you know, the only time it usually will say can't find you is if the information doesn't match, but based off of none of your information being in there, um, if it was effective today, yeah, I would give it.
[CUSTOMER][NEUTRAL] Be updated.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I guess 24 hours, try back again and see cause
[CUSTOMER][POSITIVE] All right, I will do.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a nice day.
[CUSTOMER][POSITIVE] Cheers.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye