AccountId: 011433970860
ContactId: c247c858-4c01-4db2-b7e2-f19ba95d7f9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484829 ms
Total Talk Time (AGENT): 125316 ms
Total Talk Time (CUSTOMER): 136895 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c247c858-4c01-4db2-b7e2-f19ba95d7f9e_20250115T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I'm trying to register online for the online service center and it's saying no user found.
[AGENT][NEUTRAL] OK, I can assist you with that. Um, may I have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a group policy number for work and it is 22609.
[AGENT][NEUTRAL] What about um do you see a number on the bottom where it says in hospital outpatient cert?
[CUSTOMER][NEUTRAL] Do I say number where?
[AGENT][NEUTRAL] of the card?
[CUSTOMER][NEUTRAL] I don't have the card that's why I was trying to log in.
[AGENT][NEUTRAL] Oh OK. Are you calling on behalf of the group or this is your personal policy?
[CUSTOMER][NEUTRAL] It's a group policy for work. I'm an employee employee. My employer provided the gap services.
[AGENT][NEUTRAL] OK, but it's your policy, so it's in OK, alright. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me see. I'm searching the group, OK?
[AGENT][NEUTRAL] All right. And may I have uh your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know what email they put. If they put my work email it's [PII]. If it's my personal email is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have an email listed, um, which one would you like to use?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII], so that's probably why I can't log in through the online service center [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]. OK, let me go ahead and I pay.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] I'm sorry, no
[CUSTOMER][NEUTRAL] No, [PII], yes.
[AGENT][NEUTRAL] Oh, OK, yes, OK.
[CUSTOMER][NEUTRAL] [PII], so [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you want to go ahead and try to register now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'll stay on the line just to make sure you're in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me try again.
[CUSTOMER][NEUTRAL] No user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Nope, it still says no user.
[CUSTOMER][NEUTRAL] So it's asking for my social, my zip code, my email, and my date of birth.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, let me go to the website.
[CUSTOMER][NEUTRAL] I have your charger, remember?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That one is fine. You said the zip code is [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK, so the address is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me see if it will allow me to change it because we have the correct address. It's just the zip code is different. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The speakerphone.
[CUSTOMER][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] It looks like your dog.
[AGENT][NEGATIVE] Hm, why do we have to address this.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] It does my little baby.
[AGENT][NEUTRAL] OK, let me verify again that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 33025.
[CUSTOMER][NEUTRAL] Gift cards, but I'll come back.
[CUSTOMER][NEUTRAL] Yeah, sure, I'm here. You want, you wanna push us up on from that.
[AGENT][NEUTRAL] OK, let me make sure I change.
[CUSTOMER][NEUTRAL] Um, no, OK, probably like an hour or something.
[AGENT][NEUTRAL] OK, alright, so I went ahead and um updated that information. You wanna try it now.
[CUSTOMER][NEUTRAL] Yeah, cause I'm gonna go. I have.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, I'll try it now, OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I was able to see.
[AGENT][POSITIVE] OK, perfect. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, not at the moment. Thank you so much.
[AGENT][POSITIVE] All right, well, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye Miss [PII].