AccountId: 011433970860
ContactId: bad9c7b0-e72f-4abf-a2a5-608b73b3dcda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511559 ms
Total Talk Time (AGENT): 108514 ms
Total Talk Time (CUSTOMER): 97976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/bad9c7b0-e72f-4abf-a2a5-608b73b3dcda_20250509T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi, um, I'm calling because I, this is like my 3rd call this week. I've been trying to set up my user online but for some reason it does not allow me because it says that the information I enter is not correct, but everything you guys have looked at it and everything is right, but I cannot still set up my, my, my user my account online.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, one second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is this for yourself or are you with a group?
[CUSTOMER][NEUTRAL] Well, I'm with a group but it's for me.
[AGENT][NEUTRAL] OK, so for your personal account.
[CUSTOMER][NEUTRAL] Like this is still my my employer, yeah.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So my, my number is 02563208.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And can you verify your name and date of birth for me?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Then [PII], what's your address and your email address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My address is [PII]. That's [PII]. My email is [PII].
[AGENT][NEUTRAL] OK, and then how do you spell the, on your email?
[CUSTOMER][NEUTRAL] It's [PII] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let me get our admin site pulled up and see if we can get this working for you. Are you on a laptop or a desktop?
[CUSTOMER][NEUTRAL] I'm on a desktop.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, I'm not sure.
[AGENT][NEUTRAL] This is strange you're not in our system, so I'm not in the admin system so I'm trying to figure out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 256
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm so sorry about that thanks for holding um I'm gonna send it I'm gonna send an email to our IT department because, uh, for some reason you're not set up in our account, so that would be why you're not able to set it up. So, um, we've got you on file so like if the providers call we verify benefits and everything but for some reason you're not able it's not set up in our account so you can do the online portal so um let me send a a message to them and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, do you have a good callback number in case, um, I have any questions and I can let you know when it's complete too.
[CUSTOMER][NEUTRAL] Please, it's [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just in case it's not completed today, is this a good number to reach you on Monday?
[CUSTOMER][NEUTRAL] Yeah, that's my cell phone.
[AGENT][POSITIVE] OK, OK, we'll get working on this and get this resolved and then I'll give you a call back when we, we've got that fixed.
[CUSTOMER][NEUTRAL] Please, cause I'm trying to see um what my benefits are and all that before I have to go to a doctor, so I just wanna make sure.
[CUSTOMER][NEUTRAL] And I can review it online.
[AGENT][NEUTRAL] OK, uh, do you want me to send you a, uh, the page of your benefits though in the meantime to your email address so you can look at that?
[CUSTOMER][POSITIVE] That would be great if you can.
[AGENT][POSITIVE] OK, I'll get that emailed over and then like I said when we get this resolved I'll give you a call back OK?
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.