AccountId: 011433970860
ContactId: b09be380-0e36-49d3-8353-a6a84159e313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572919 ms
Total Talk Time (AGENT): 229261 ms
Total Talk Time (CUSTOMER): 216146 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b09be380-0e36-49d3-8353-a6a84159e313_20250115T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII]. How are you doing?
[AGENT][NEUTRAL] I'm fine sir how are you?
[CUSTOMER][POSITIVE] I'm doing great. Like, the reason why I'm calling is because I have uh APO with my work, with my company. I was trying to register online, but uh it says that it couldn't find my account.
[AGENT][NEUTRAL] OK, I can help you with that. Who is your employer?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh, it's media [PII].
[AGENT][NEUTRAL] I'm sorry, can you say that one more time?
[CUSTOMER][NEUTRAL] Um, Media Pro.
[AGENT][NEUTRAL] Me, OK, that's Media Pro.
[AGENT][POSITIVE] Is that correct? OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and let's see, what is your last and my voice is going, what is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII] sorry, [PII], yeah, correct. Sorry.
[AGENT][NEUTRAL] Her and her.
[AGENT][POSITIVE] Thank you. And, and your first name again?
[CUSTOMER][NEUTRAL] Oh [PII]
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Thank you, dear. I think I have found you.
[AGENT][NEUTRAL] OK, so let's do a quick verification, make sure all your information is correct in our system.
[AGENT][NEUTRAL] So, uh, Mr. [PII], can we start by verifying your date of birth and then your address?
[CUSTOMER][NEUTRAL] OK, my date of birth is uh [PII] [PII].
[CUSTOMER][NEUTRAL] And my address has recently changed, is [PII].
[CUSTOMER][NEUTRAL] Before, it was [PII].
[AGENT][NEUTRAL] OK, so that's for, thank you. You said [PII].
[CUSTOMER][NEUTRAL] 0, [PII].
[AGENT][NEUTRAL] All right, and your apartment number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK, let me.
[AGENT][NEUTRAL] OK one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] And that zip code, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, let me update that in one more place.
[AGENT][NEUTRAL] Alright, and let's verify your phone number please.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Alright, we do have a different number and the number that you're calling from is the correct number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, and we do need to add an email address, Mr. [PII], so that you can set up your account.
[CUSTOMER][NEUTRAL] OK, it's
[AGENT][NEUTRAL] Do you have an email address?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] I'm sorry. OK, let's see. [PII]
[CUSTOMER][NEUTRAL] No, no, sorry, [PII]
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Thank you. So [PII], no.
[CUSTOMER][NEUTRAL] No, sorry, yeah, no, sorry, is uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So do you
[AGENT][NEUTRAL] Oh, I'm sorry, yeah.
[CUSTOMER][POSITIVE] GU, yes, correct.
[AGENT][POSITIVE] OK, let's start over one more time. Let's try this again. I'm gonna get it. I'm gonna get it. OK, so one more time.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] uh sorry, [PII].
[AGENT][NEUTRAL] Is that, thank you. Is that [PII].
[CUSTOMER][NEUTRAL] Yes, correct, [PII].
[AGENT][POSITIVE] Wonderful. OK, so let's check we've got that now. Oops.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, something happened to my address here.
[AGENT][NEUTRAL] 4, OK, [PII], correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Wonderful. All right, now let's look at your name, Mr. [PII]. Uh, we have it as [PII] and it couldn't get your full name in there. So it's, we've got it as [PII]
[CUSTOMER][NEUTRAL] Nowadays, yeah.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[AGENT][NEUTRAL] OK, we do have that. [PII] for your last name, we have [PII]
[CUSTOMER][NEUTRAL] Yeah, no, or you can delete that. I don't use that last name anymore.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Just use [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] All right, Mr. [PII], are you where you can try to set up your account now?
[CUSTOMER][NEUTRAL] Uh, if you give me 2 minutes, yes. Let me walk over the computer.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Give me one quick second.
[AGENT][NEUTRAL] No, you're fine, right ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm here, uh.
[CUSTOMER][NEUTRAL] Let me, let me try.
[CUSTOMER][POSITIVE] OK, perfect. Now it let me.
[AGENT][POSITIVE] Oh, wonderful. OK. So, Mr. [PII], is there anything else, sir, we can assist you with today?
[CUSTOMER][POSITIVE] No, that, that, that will be all. Thank you so much. Um, on that portal, I can see my, uh, my gap uh card, right?
[AGENT][NEUTRAL] Yes sir, you can print it, you can view your policy information, upload claims, see the status of your claims, different things like that.
[CUSTOMER][NEUTRAL] OK, perfect, cause right now I, I might have a procedure that I will. Is there any way to see if the, the insurance, the gap covers that procedure? I'm having surgery when I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, what I can do, um, Mr. [PII] is place you through to our claims department and they can better assist you with any kind of benefit questions.
[CUSTOMER][POSITIVE] Oh, no, that's fine. It's, it's OK. Thank you. Thank you so much for the help and, and time. I really appreciate it.
[AGENT][NEUTRAL] Certainly.
[AGENT][POSITIVE] Yes, sir. Well, thank you for calling APL Mr. [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you too. You have been amazing.
[AGENT][POSITIVE] Oh, you're so sweet. Thank you, dear. I think.
[CUSTOMER][POSITIVE] OK. Bye-bye. Take care.
[AGENT][NEUTRAL] You too.