AccountId: 011433970860
ContactId: afc1e0cf-b2ca-44e2-b09e-292b92c9d8d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434859 ms
Total Talk Time (AGENT): 245762 ms
Total Talk Time (CUSTOMER): 171943 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/afc1e0cf-b2ca-44e2-b09e-292b92c9d8d3_20250415T13:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], my name is [PII], and I'm calling because I'm trying to uh log in as a new user. I never done it before.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And uh it keeps saying that uh no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're trying to set up your profile in the online service center, but it's giving you an error message. Is that correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am. Well, I can try and help you with that. Uh, first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]. That, that's my work, but that's my work number. If you want, you can call me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's your work number.
[CUSTOMER][NEUTRAL] That's OK, you can call me then. Yeah, you can call me then.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] And what is, what is your policy number, please?
[CUSTOMER][NEUTRAL] OK, is that the payer ID?
[AGENT][NEUTRAL] No, ma'am, on your ID card, it's either, it depends on the type of policy you have with us. No, it should maybe, maybe it says in hospital or outpatients.
[CUSTOMER][NEUTRAL] Group.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh, it's in hospital benefit. Is that it?
[AGENT][NEUTRAL] Yes, ma'am. Now, Ms. [PII], just, yeah, just for your reference, if you'll look at those two numbers.
[CUSTOMER][NEUTRAL] It's like those
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The very first part of both of them prior to the letters ML is exactly the same.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] ML, yeah.
[AGENT][NEUTRAL] Yeah, so the first part of the number, right, that just lets us know if it's for inpatient or outpatient. So your policy number is just those 1st 8 numbers before the M.
[CUSTOMER][NEUTRAL] ML 7 and ML 8.
[CUSTOMER][NEUTRAL] Ah, OK. OK, I got it. Yeah, yeah, yeah. OK, I got it. I, uh, um, I think I'll be able to do that now because if that's what you're talking about, 02.
[AGENT][NEUTRAL] You see how they're the exact same? OK. OK.
[AGENT][NEUTRAL] Well, now,
[AGENT][NEUTRAL] Well, let me go ahead. Now, ma'am, let me, let me verify all of your information so you don't have to call back so that, because if we're missing any information that's required for the security part of it, it's not gonna let you set that up. If you're still gonna get an error message, I would hate for you to have to call back. So go ahead and give me that policy number and we'll just make sure all of your information is accurate in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02111201 and then ML 7.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and so as I stated before, I'm gonna have to verify several things with you for security. So first off, um, if you will verify your last name for me again, Ms. [PII], and your date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Now, we also have an additional last name. We have your last name with two last names.
[CUSTOMER][NEUTRAL] Yeah, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] get my what?
[AGENT][NEUTRAL] Your home mailing address?
[CUSTOMER][NEUTRAL] Excuse, [PII], OK. My address, OK. [PII], that's in [PII].
[AGENT][NEUTRAL] OK, thank you. We show, uh, what is your another phone number besides your work number that we would have for you?
[CUSTOMER][NEUTRAL] OK, I don't know if you guys have the, the, uh, new one, but uh let me get the, let me just go over here and get it because I I don't really remember it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not that.
[CUSTOMER][NEUTRAL] Hold on, hold on one second. Oh, OK, I'll be right with you. I'll be right with you. Hold on, I got somebody. Hold on one second, hold on.
[AGENT][POSITIVE] Yeah, yes ma'am, you're fine.
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. Thanks for calling [PII]. We'll do whatever it takes to earn. OK, I'm sorry. I have somebody. You're ready? [PII]?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, now, what is it? OK, that's not the number that we have. The one we have ends in [PII].
[CUSTOMER][NEUTRAL] Oh, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that what you got?
[AGENT][NEUTRAL] No, ma'am. That's not what we have either.
[CUSTOMER][NEUTRAL] I don't know. I don't know what number you guys have.
[AGENT][NEUTRAL] OK, so let's verify, let's verify your full social then because I'll have to be able to verify that.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] In order to change this phone number since we can't verify that one.
[CUSTOMER][NEUTRAL] OK. You're ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then I need to add an email address for you, Ms. [PII]. What email address do you want on file?
[CUSTOMER][NEUTRAL] OK. It's gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. Now, the phone number [PII], is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Now, the phone number, since we verified your social, the phone number we have is [PII]. Has that ever been your number?
[CUSTOMER][NEUTRAL] Yeah, that's an old one.
[AGENT][NEUTRAL] OK. So that was, so say that is one thing that would um prevent you from setting it up. So let me, let me change that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have gotten your information updated. So when you're setting up your pro
[CUSTOMER][POSITIVE] And I'll be able to do it.
[AGENT][POSITIVE] Yes ma'am, now I, I have a user guide that I would be happy to email to you if if you would like.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] No, that's OK. I can just follow this. I cannot be on the phone because I'm at work. So if you set it up, I'll be able to do this now, correct?
[AGENT][NEUTRAL] Oh, OK. If you have.
[AGENT][NEUTRAL] If you you should be able to just make sure to select I am a new user or I'm an individual user rather and then on that one screen you will enter your social one time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] When you get to that screen. But everything should be fine now. And if you have any trouble, then call us back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm