AccountId: 011433970860
ContactId: b3e23d55-7a36-43af-9986-ce86c8673040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770929 ms
Total Talk Time (AGENT): 380611 ms
Total Talk Time (CUSTOMER): 152165 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/b3e23d55-7a36-43af-9986-ce86c8673040_20250327T12:26_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] Hello, good morning. I'm just calling because I just recently got insurance with um you guys and
[CUSTOMER][NEUTRAL] I am, I just got my insurance card, but it's just letting me know that um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I could register online and stuff and I'm trying to register but it's not letting me. I'm not sure why.
[AGENT][NEUTRAL] OK, so you're trying to set up your online service center account but you're getting an error message, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] First off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Val oral? I'm sorry.
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] Is, oh, I'm sorry, that wrong, and you said her name is?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And what is a good callback number for you please Isel?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 026
[CUSTOMER][NEUTRAL] 07445
[AGENT][NEUTRAL] OK, thank you, one moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, Ms. [PII], I will need to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And your full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Your home mailing address, please?
[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 again, that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Alright, so are you where you can try and set that up while you're on the phone with me?
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] OK. Now, are you on a computer or are you on your phone?
[CUSTOMER][NEUTRAL] I'm on my cell phone.
[AGENT][NEUTRAL] OK, that may be the issue. You may have to set up your profile from a computer, but we can try it again because all of your information is correct. Some of the functionality on the mobile device is not, you know.
[AGENT][NEUTRAL] Um, the same as on a PC, so it may not let you do that from your phone, but we'll certainly try it again.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the first screen when the um
[AGENT][NEUTRAL] Portal pulls up, select user.
[AGENT][NEUTRAL] And then select I am an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll go to the next screen.
[AGENT][NEUTRAL] And there should be 5 boxes for you to fill in that requested information.
[AGENT][NEUTRAL] And you said your zip code is [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And your social was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need to put any kind of um
[CUSTOMER][NEUTRAL] Dashes or anything between my social or just all together?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, altogether.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's saying that there seems to be a problem.
[AGENT][NEUTRAL] OK, and that is still from your cell phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm gonna just try it not fully, but I'm gonna try to set it up from a computer to see if that.
[AGENT][NEUTRAL] Uh, if I'm getting an error message because all of your required information.
[AGENT][NEUTRAL] Is matching.
[AGENT][NEUTRAL] So let me just see if it'll.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And where exactly are you getting the error message?
[AGENT][NEUTRAL] How far is it letting you get?
[CUSTOMER][NEUTRAL] Um, whenever I try to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Whenever I try to get um push next to get to step 3.
[AGENT][NEUTRAL] OK, alright, so let's see.
[AGENT][NEUTRAL] And again, the email is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, you said [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, OK, yeah.
[AGENT][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] That's um [PII].
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK, I'm so sorry. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so that is going to be um the error. When we received your enrollment information from Benefits and a card, we received it as [PII].
[AGENT][NEUTRAL] Of [PII], instead of [PII].
[AGENT][NEUTRAL] So what I'm gonna need to do, I can't change that because we received that information electronically. So I'm going to give you the phone number for benefits and a card. I can also connect you with one of their representatives.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So that that can be updated, it will take a few days for us to receive that information, you know, via a file to get it corrected and.
[AGENT][NEUTRAL] In the system
[AGENT][NEUTRAL] So you'll have to until they get your date of birth corrected to set it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But even me trying.
[AGENT][NEUTRAL] Trying to use just for example I'm not gonna go any further the date of birth we currently have it is letting me go to the next screen where I would be able to set up my username and password.
[AGENT][NEUTRAL] So it will need to be set up from a computer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I put the incorrect information that we have and then it'll let me go forward.
[AGENT][POSITIVE] But you definitely need to get that corrected with them. So do you have something that you can take down their phone number and then I'll be happy to connect you over with them as well also.
[CUSTOMER][POSITIVE] Um, yes, I'm ready whenever you are.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so if you'll, yeah, you connected with them and then just give it, uh, let's see with today.
[AGENT][NEUTRAL] Being Thursday, it'll probably be honestly the first week is though before we receive that file for it to be updated.
[AGENT][NEUTRAL] Fully in our system. OK.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][POSITIVE] Alright, sounds good thank you.
[AGENT][POSITIVE] So would you like for me to connect you? Yes ma'am, you're certainly welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] Um, no, that was it. I just wanted to see, um, but I do appreciate it so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you are certainly very welcome and it was my pleasure. So thank you again for calling APL. I hope you have a great day and if you give me one moment, I will connect you over to Benefits and a card.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] calling Benefits in the card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. It's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm doing good how about you?
[AGENT][POSITIVE] I'm good, thank you. We're one day closer to Friday.
[CUSTOMER][POSITIVE] Yes ma'am, how can I help you today?
[AGENT][NEUTRAL] Yeah, I have a name.
[AGENT][NEUTRAL] Insured on the line whose date of birth is incorrect in this, yeah, I can't help it. It's something to do with the system.
[CUSTOMER][NEGATIVE] You're breaking up, ma'am.
[AGENT][NEUTRAL] I'm very sorry, just let me know when you can't hear me.
[CUSTOMER][NEUTRAL] Yeah I can hear you. It's just coming in and out. You said something was wrong with his date of birth.
[AGENT][NEUTRAL] Can you hear me OK at the moment?
[CUSTOMER][NEUTRAL] A little bit. You said something's wrong with his date of birth.
[AGENT][NEUTRAL] It's a her and yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What's her name?
[AGENT][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] And the last four of her social is [PII].
[CUSTOMER][NEUTRAL] You want staffing company you work for?
[AGENT][NEUTRAL] We show in our system for it to be.
[AGENT][NEUTRAL] Accuforce Solutions and she may have hung up. I did give her, I'm not sure, but
[AGENT][NEUTRAL] If she did.
[AGENT][NEUTRAL] She has
[CUSTOMER][NEUTRAL] OK, you can transfer her over.
[AGENT][NEUTRAL] Yes. OK. All right. Well, thank you so much. And again, I'm not sure if she's still there, but her callback number that she gave me, [PII] was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You're breaking up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I, I got it. Thank you.
[AGENT][POSITIVE] All right, thank you so much and I hope you have a great day.
[CUSTOMER][POSITIVE] I hope you do as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.