AccountId: 011433970860
ContactId: bf59c275-7003-4054-bc6f-7bde1421fcd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259269 ms
Total Talk Time (AGENT): 113886 ms
Total Talk Time (CUSTOMER): 58194 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/bf59c275-7003-4054-bc6f-7bde1421fcd3_20250409T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Hi, good morning, and uh. I'm trying to create a login, but it's not just it's, I keep getting an error message saying that I, I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can help you with the online service and um sign up. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Um, and a good contact number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, 221493-5.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here, [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII] and um.
[CUSTOMER][NEUTRAL] What the email address you said sorry?
[AGENT][NEUTRAL] Yes, your email and mailing address.
[CUSTOMER][NEUTRAL] It's gonna be what is [PII] and address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so the error messages saying that that uh you couldn't be found.
[CUSTOMER][NEUTRAL] Yes, um, no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, so that just means um something is not matching what we have on file. So I just need to figure out what that is and then it should be OK for you. Um, let me go to the online service center. Hold on one moment.
[AGENT][NEUTRAL] And the spelling, I just want to make sure we have everything right on our end. The spelling of your last name, [PII] like zebra?
[AGENT][NEUTRAL] OK, and when it asks for the social security number or member ID are you putting your full social in that field?
[CUSTOMER][NEUTRAL] Yes, um, I'm putting in the social [PII].
[AGENT][NEUTRAL] Um, do it without the dashes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address, oh, I see what it is.
[AGENT][NEGATIVE] Your email address, so it's entered incorrectly. Your, the spelling of your first name is [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And so it's the same for your email, right? [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's what the issue is. It's a [PII], but also try the um so it should work with or without the dashes, but let me fix this email.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, because it won't let you go through. [PII], OK.
[AGENT][POSITIVE] Yes, I'm almost um done saving it, so it should hold on one moment.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. So now, um try and see what happens.
[CUSTOMER][POSITIVE] Oh, it works perfect.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Well thank you so much ma'am I appreciate it.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.