AccountId: 011433970860
ContactId: aab6bfbe-5601-4798-81b1-c2556efe1911
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272279 ms
Total Talk Time (AGENT): 73231 ms
Total Talk Time (CUSTOMER): 74024 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/aab6bfbe-5601-4798-81b1-c2556efe1911_20250416T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII]. I, I've been trying to log in online to see about um my dental coverage.
[CUSTOMER][NEUTRAL] Um, but I haven't haven't had any luck logging in. I was wondering if you could help me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, 026.
[CUSTOMER][NEUTRAL] 03635
[AGENT][NEUTRAL] OK, [PII], can I get your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just need 2 more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Southwest Newcastle, all one word.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you're trying to log into our portal. Have you created an an account before or is this your first time?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was my first time trying to log in.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, let's see. OK, so, um, when you go to a secured. [PII].
[AGENT][NEUTRAL] There should be a tab um for new user. Let me get, let me pull it up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and there I was usually just entering my social security number because I wasn't sure of uh of the uh member ID.
[AGENT][NEUTRAL] Yes, and that's correct, um, so you do new user I'm an individual next.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And we have your last name is [PII]
[AGENT][NEUTRAL] Social
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, give me your email one more time.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I see they put docm. It's missing an O. Let me get that updated. That's what the problem is, uh, hold on just a second.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, try it now.
[CUSTOMER][NEUTRAL] Alright, give me one second.
[CUSTOMER][NEUTRAL] Go back to the computer here real quick.
[AGENT][POSITIVE] OK. Sorry about that.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Try this again.
[CUSTOMER][NEUTRAL] Any user
[CUSTOMER][NEUTRAL] There it goes.
[AGENT][POSITIVE] OK, perfect. Anything else I can help with today while we're on the phone?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, I think that was it. [PII] just kind of wanted to get past that point, so I appreciate that.
[AGENT][POSITIVE] OK, all right. Well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye.