AccountId: 011433970860
ContactId: baa85a7b-9088-4046-a90d-fb74c593826a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 754960 ms
Total Talk Time (AGENT): 233775 ms
Total Talk Time (CUSTOMER): 267396 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/baa85a7b-9088-4046-a90d-fb74c593826a_20250516T19:16_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Yes, I'm uh trying to get registered.
[AGENT][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sure. I can assist you with that. May I have your name and
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah, OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] L E H I L.
[AGENT][NEUTRAL] Mhm. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, policy number, uh.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Got my cards the other day.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Which uh number should I give you because I see what the uh payer ID number.
[AGENT][NEUTRAL] Um, no, not the payer ID. It's gonna be in the bottom where it says in hospital outpatient cert.
[CUSTOMER][NEUTRAL] Or the uh.
[CUSTOMER][NEUTRAL] Impatient outpatient.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh-huh, I don't see that. I see uh.
[CUSTOMER][NEUTRAL] Mm medical ID.
[AGENT][NEUTRAL] Hm, let me try that one.
[CUSTOMER][NEUTRAL] Uh alright uh D.
[CUSTOMER][NEUTRAL] 437
[CUSTOMER][NEUTRAL] 334.
[CUSTOMER][NEUTRAL] 71.
[AGENT][NEUTRAL] OK. Um, no, that's not gonna be it. Um, do you have any cards that has APL in bold letters?
[CUSTOMER][NEUTRAL] APL, yeah, yeah, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got 2 of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the one that says APL in bold letters, do you see a number that starts with a 0 followed by 7 digits?
[CUSTOMER][NEUTRAL] Yeah, uh, 026.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] 398.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Alright, alright, uh, 5 and [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. All right, and I did find your policy. Now, I need to verify your date of birth, mailing address and email address for security.
[CUSTOMER][NEUTRAL] Email is
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Was it [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Thank you. And may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. OK, let me check and see what happened with your login, OK?
[CUSTOMER][NEUTRAL] that right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like all the information you're giving me is correct. Do you want to go to the home page with me and try to register while you got me on the line?
[CUSTOMER][NEUTRAL] Yeah, right, I can't put in my username and my uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Password
[AGENT][NEUTRAL] OK, you don't, you're not registered just yet, so you will have to click on new user.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright, click on new user alrighty.
[AGENT][NEUTRAL] OK. You're gonna choose that you're an individual with APL insurance policy, OK. And then you're gonna put your last name, social, zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's your member number? So.
[CUSTOMER][NEUTRAL] What is my member number?
[AGENT][NEUTRAL] Um, I don't think this group has a member number. Bear with me. Let me see if there's one.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Well, it says that either put in that or or my social security number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm putting in the Social Security. I'm gonna put in my social security, right. Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I hear uh next OK.
[CUSTOMER][NEGATIVE] It says no user was found. And it says no user was found.
[CUSTOMER][NEUTRAL] With that information.
[AGENT][NEUTRAL] OK. When you put heel, did you put Hill Junior? Or did you just put heel?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I just put heel.
[AGENT][NEUTRAL] OK, it's gonna be Hill Junior.
[CUSTOMER][NEUTRAL] I may do it. All right.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Should it be a capital what J or something?
[AGENT][NEUTRAL] OK, let me try.
[AGENT][NEUTRAL] Um let me go ahead and try it in my end with the information I got. One moment.
[CUSTOMER][NEUTRAL] It's I think you do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it is working OK let me go back to it.
[AGENT][NEUTRAL] OK. Go ahead and erase everything and let's start all over again. I'm just gonna give you the information you need to put in.
[CUSTOMER][NEUTRAL] Alright, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright then uh back there too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so you're gonna put um for the last name [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is that caps or small caps or?
[AGENT][NEUTRAL] It doesn't matter if you wanna put caps, you can. I did try to put caps. Mhm.
[CUSTOMER][NEUTRAL] Oh, all right, all right, all right.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, so for the social, um, let's see, you gonna put your social, which is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Should I put [PII].
[CUSTOMER][NEUTRAL] [PII] 0 alright alrighty.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, just the numbers. Mhm.
[AGENT][NEUTRAL] OK, uh, for the zip code, um, we have [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. For the email address, we have [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh
[CUSTOMER][POSITIVE] You didn't have to type it there basically. There it is right there. Oh OK. Yeah, alrighty.
[AGENT][NEUTRAL] OK, and your date of birth, can you, can you verify your date of birth one more time just to make sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so yes, that's what we have. So you're gonna put [PII] all all the information.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, hit, hit next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Alright, I'm in now. It says your account now it says create to come in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so go ahead and create a username and a password. For the password just um remember to have a special characters. You need cap letters, small letters, and you need numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, so your username and password, no, no, no, this is for the password username [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cap 28 small caps.
[CUSTOMER][NEUTRAL] The first two caps.
[CUSTOMER][NEUTRAL] Uh, the red small caps, alright, uh, password.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] That was that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] he was.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah. I'm married.
[CUSTOMER][NEUTRAL] Text message from same one.
[CUSTOMER][NEUTRAL] There it is right there. You don't have to type it in. That was my.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Roll down.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] It's uh submitting now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But it well I'll like alright there it is. Well yeah, alright.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. You just put it in, yeah, alright, alright, alright, yeah, thanks a lot.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Alrighty bye bye.
[CUSTOMER][NEUTRAL] Uh, no, uh, uh, that's it.
[AGENT][POSITIVE] OK. All right. Have a good afternoon. Thank you for calling APR Mr [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[CUSTOMER][NEUTRAL] Alright alright bye bye.