AccountId: 011433970860
ContactId: a8920c4a-34c1-4c93-8a52-1d290203904c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296160 ms
Total Talk Time (AGENT): 101364 ms
Total Talk Time (CUSTOMER): 128654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a8920c4a-34c1-4c93-8a52-1d290203904c_20250116T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Good good morning. The man is trying to send. I want to do the APL website to register and as a new user, but when I try to register and they said no user was found with the information provided, and they asked me to call that number and they decided it.
[AGENT][NEUTRAL] OK, well, I'm definitely sorry that the online service center is not um letting you sign in. I'll be more than happy to help you. Um, may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK. My the phone number?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Uh, you said policy number. I have a booking number and I in hospital benefits.
[CUSTOMER][NEUTRAL] Se number or I mhm you know that?
[AGENT][NEUTRAL] Yes, the
[AGENT][NEUTRAL] The benefit er number is the policy number.
[CUSTOMER][NEUTRAL] OK, no problem. 01.
[CUSTOMER][NEUTRAL] 86
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 36 M as in mother.
[CUSTOMER][NEUTRAL] Q as in.
[CUSTOMER][NEUTRAL] And number 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To send uh that is uh.
[AGENT][NEUTRAL] OK, the phone is really choppy. Can you repeat the email address for me? I'm sorry, I, I didn't hear you.
[CUSTOMER][NEUTRAL] The email address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that may be what the um why you're receiving an error on the sign in. So when you enter the email address, it looks like this is your work email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So my work email, I put my work email and the work.
[CUSTOMER][NEUTRAL] It will be to send to send that Amazon at for that OG and I put it in a working me.
[AGENT][NEUTRAL] Hold on, and it's [PII]. or your last [PII]. [PII].
[AGENT][NEUTRAL] That's the email address that we have on file.
[CUSTOMER][NEGATIVE] Yeah, I put it and it didn't work.
[AGENT][NEUTRAL] Have you tried it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let, let me try. Let me try again.
[CUSTOMER][NEUTRAL] But uh yeah.
[AGENT][NEUTRAL] And I'm gonna try also on my end to see what the um, whenever that error comes up, it just means that there's something being entered that's not matching in our system. So I just have to figure out what it is and correct it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then where it says your social security number or member ID, are you, are you putting your complete social in that field?
[CUSTOMER][NEUTRAL] I, I put the the so the order I put now I put the member ID.
[AGENT][NEUTRAL] Right, because there is no member ID and it says not the policy number, so you'll have to put the complete Social Security number.
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now that lets me in now that's asking for you and in.
[AGENT][NEUTRAL] OK, so then yes, if you got to the username and password, then you're good to go.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So it's probably that email and then the social um that wasn't added and
[AGENT][NEUTRAL] And now you're able to get through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] I'm good up to now.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Good.