AccountId: 011433970860
ContactId: c1fbc656-d5a2-465c-92a6-64887b512e61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246350 ms
Total Talk Time (AGENT): 122102 ms
Total Talk Time (CUSTOMER): 77805 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c1fbc656-d5a2-465c-92a6-64887b512e61_20250618T19:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm sorry to bother you. Um, I am trying to access you guys' website to kind of view my benefits, and it's my first time. And every time I try to enter my social, it's getting an error.
[AGENT][NEUTRAL] OK, let me take a look at that for you. Could I get uh a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number with us?
[CUSTOMER][NEUTRAL] I do not know.
[AGENT][POSITIVE] Oh, OK. Sorry about that. Let's see.
[CUSTOMER][POSITIVE] Yeah. No, you're OK.
[AGENT][NEUTRAL] Let me try to pull you. You said the so what is, what is it? Let me make sure that's.
[CUSTOMER][NEUTRAL] I do have a plan ID number.
[AGENT][NEUTRAL] Let's see if that's the right one.
[CUSTOMER][NEUTRAL] Um, so the plan ID number they gave me is gonna be GAP OK.
[AGENT][NEUTRAL] OK, no.
[AGENT][NEUTRAL] Yeah, that's not it. OK, let's try and you said your social isn't pulling up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. OK, what is your last name?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] OK, and your first name?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And [PII], if you could verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you could verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and right now, um, so to get on the online service center you will need to add an address, uh, I'm sorry, an email address right now I do not show we have one on file um and what would you like that email address to be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] I have that updated. OK, and then.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then let me verify.
[AGENT][NEUTRAL] Your social cause that will need to match also.
[AGENT][NEUTRAL] If you could verify your social.
[CUSTOMER][NEUTRAL] Oh yes sorry uh [PII].
[AGENT][NEUTRAL] OK, so it doesn't match, so it may have been.
[AGENT][NEUTRAL] Um, when you were on trying to get on to the uh the it may have been the email address.
[CUSTOMER][NEUTRAL] Then no
[AGENT][NEUTRAL] So, let me give you your policy number, cause you will need that.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Let me know when you're ready. OK, it's 02451.
[CUSTOMER][NEUTRAL] All right, go ahead.
[AGENT][NEUTRAL] 515.
[CUSTOMER][NEUTRAL] OK, so I have 02451515?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So now with your email address being added, uh, you have your policy number, your social does match uh you should not have any issues getting into the online service center.
[CUSTOMER][POSITIVE] OK, I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You do the same.
[AGENT][NEUTRAL] Bye bye.