AccountId: 011433970860
ContactId: b1aa13ba-51ca-43d0-a12f-c009fe8413ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393279 ms
Total Talk Time (AGENT): 248568 ms
Total Talk Time (CUSTOMER): 129467 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b1aa13ba-51ca-43d0-a12f-c009fe8413ae_20250217T16:25_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, [PII], I was trying to uh get one of those ID cards online, uh uh and when I, when I typed the.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEGATIVE] The insured person's uh ID and Social Security, it gave me an error. I wanna verify that the information, the profile information is OK with that, uh, insured.
[AGENT][NEUTRAL] OK, so are you the primary policy holder?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you're needing, you're trying to get your ID card from within the portal or trying to register also. Is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct, that's what it was.
[AGENT][POSITIVE] Yes, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] My first name is [PII], spelled [PII] and the last name is [PII], spelled [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Uh, let me see. I mean the one, for everybody's the same in the group.
[AGENT][NEUTRAL] No, sir, uh you're either, it just depends on the type of policy you have with us, Mr. [PII], as to how it will be worded on your ID card. Do you have an ID card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't have it with me right now.
[AGENT][NEUTRAL] OK, what is your social? and let me look your information up that way. Without an ID card, you're not gonna be able to access that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. That was [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, thank you, so give me one moment please to locate your information.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will have to verify several things with you first for security purposes, so give me just one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and I am not sure if this is your work or a personal email.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, so give me just a moment to look at a couple of things.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so all of your information appears to be correct. Are you where you can try and set up your profile while you and I are on the phone?
[CUSTOMER][NEGATIVE] Ouch, I'm driving right now. I did, you know, I did mine, I, I did mine. I did [PII] and I couldn't do [PII]. I don't know if he's, uh, uh, Social Security or I don't know what other information I was supposed to input there and they gave me the error.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first let's go all the way back to the very beginning because sometimes it won't let you pick up from where you actually got your error message so go all the way back to um new user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I can, I can't do it. I'm driving right now, so it'd be pretty hard to do it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so what I'm gonna do, OK, so your first name in our system, but you don't have to enter that is [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, so when I have a user guide actually that I can email to you, Mr. [PII], that gives you the steps on setting it up if you would like. Now, um, the email address that you verified with me, is that your work email or your personal?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Both, it's the same thing.
[AGENT][NEUTRAL] Oh, OK. All right. Um, so again, this user guide gives you the step by step instructions. So what you would do is initially, uh, select the new user and then I am an individual with an APL insurance policy. All of your information appears to be matching, so I'm not sure why you got that error message, but again, I will send you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I, I get that. I follow the step by step you're telling me, and now I, I recall saying individual, and I did it for myself. I did it for [PII], which is the other person on the policy, and I did it for [PII]. [PII] came back as a mistake.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you will only
[AGENT][NEUTRAL] OK, you will only be able to create one profile.
[AGENT][NEUTRAL] And that's gonna be under your information. We currently, even, OK, we currently only show that you are the only person on this policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That this is individual coverage only. However, even if we had multiple people on there, you can only set up one profile, and that would have to be under all of your information because you are the primary policy holder. Once you set it up under your information, then you can see everything related to anyone else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, that might be covered under your policy, but it's just one profile.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, got it then.
[AGENT][NEUTRAL] OK, so I will send you this email and the email that I'm gonna send to you so that you can be looking for it is going to come from [PII] team [PII] [PII] and I will put APL online service center in your subject line.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fantastic.
[AGENT][NEUTRAL] OK. Well, is there anything else, Mr. uh [PII] that I can help you with at the moment?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, [PII], thank you for your help. Appreciate it.
[AGENT][POSITIVE] Oh, you are certainly welcome. It was my pleasure. So if there is anything else that comes up, please give us a call and we will be more than happy to help you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Will do thank you.
[AGENT][POSITIVE] Yes sir, and thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.