AccountId: 011433970860
ContactId: c1909011-9ebb-40f6-aba4-fa7fd6390154
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280519 ms
Total Talk Time (AGENT): 114413 ms
Total Talk Time (CUSTOMER): 106587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c1909011-9ebb-40f6-aba4-fa7fd6390154_20250423T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Um, I was trying to, uh, register an account.
[CUSTOMER][NEUTRAL] Uh, on the website so I could start seeing.
[CUSTOMER][NEGATIVE] Um, like the information and stuff and see where I could go to the doctor, um, but every time I put in my information it says they can't find it or I'm not eligible to create an account, so it's said to call the number, the customer service.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, sorry about that. Do you have your policy number? I can take a look?
[CUSTOMER][NEUTRAL] Yeah, um, it's 025.
[CUSTOMER][NEUTRAL] 834.
[CUSTOMER][NEUTRAL] 32
[AGENT][NEUTRAL] All right, thank you for that. And then can I get your first and last name?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]
[AGENT][NEUTRAL] And then date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what would be the address that we should have on file for you?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you, [PII]. OK, let's see here. Have you ever created a
[AGENT][NEUTRAL] A user name and log in before, do you know?
[CUSTOMER][NEUTRAL] Uh, I don't think so. This is the first time I tried to like do an account or anything since I've gone, I've had the card for a while. I just never tried to go on the website or anything yet.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] OK, and are you still with the same employer?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Or ILA group it might be on there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I show [PII] that the policy is not showing a status of active. Is it something that you um continued on with the group or do you know?
[CUSTOMER][NEGATIVE] Uh, it's weird. Uh, yeah, I mean, it should have been effective like starting [PII] and I'm still there, so I don't know what happened, if it's not active anymore. They didn't say anything.
[AGENT][NEUTRAL] Yeah, I mean, it shows an effective date of [PII].
[AGENT][NEUTRAL] Um, but then it shows like it terminated, so.
[CUSTOMER][NEUTRAL] Oh wow, OK.
[AGENT][NEUTRAL] In February.
[CUSTOMER][NEUTRAL] So I guess it's not active.
[AGENT][NEUTRAL] Yeah, if it's not.
[CUSTOMER][NEUTRAL] Oh, it was terminated in February.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, it terminated in February, but if it's not active it's not gonna let you set up an online profile.
[CUSTOMER][NEUTRAL] Mm, OK, alright, so I guess I'll have to find out from them first why it was terminated.
[AGENT][NEUTRAL] Yeah, so I would contact your HR employer whoever you have for benefits and let them know that hey what's going on, especially if it's still being deducted from your paycheck, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And if there's an if there's an error in it, um, then they'll need to communicate that to us, [PII], so then we can fix it and then once it's active, it'll definitely let you create the profile.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so it was active in January and then it was terminated February.
[AGENT][NEUTRAL] Right, so it was, it was effective [PII] this year, and then it shows a termination date of [PII] of this year. So it was active for just a month.
[CUSTOMER][NEUTRAL] Mhm, that's weird. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, so I would give them a call, start there and then if you need any other help getting that set up then you can definitely give us a call back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.