AccountId: 011433970860
ContactId: c2bfe89b-ec85-40e5-90a8-0a441a440e94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268660 ms
Total Talk Time (AGENT): 92359 ms
Total Talk Time (CUSTOMER): 148553 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/c2bfe89b-ec85-40e5-90a8-0a441a440e94_20250219T21:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm wondering if you could help me um I was trying to set up a uh new user account so I could, um, file a claim online.
[CUSTOMER][NEUTRAL] Um, but I'm not sure, I'm not sure when I do new user, um, since my husband got this obviously through his employer, so what I, when I do, I.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm an individual.
[CUSTOMER][NEGATIVE] With an APL insurance policy, it doesn't come up.
[CUSTOMER][NEUTRAL] Because the only other alternative would be I'm an employer or a group which he's not.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] So I was wondering if you could help me figure out why that's not coming up when I put in.
[CUSTOMER][NEUTRAL] I guess so I try putting in the member ID, but should I put in, I guess his social security number? Is that maybe why?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Yes ma'am, um, I can help you with the online service center. Can I please uh get your name?
[CUSTOMER][NEUTRAL] Uh-huh. Um my name is [PII]. The last name is [PII] Um
[CUSTOMER][NEUTRAL] And then sure it is my husband [PII].
[AGENT][NEUTRAL] OK, Mr.
[AGENT][NEUTRAL] [PII], OK, and then what is your callback number please um [PII] just in case our call gets disconnected I'll be able to call right back.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and the policy number please?
[CUSTOMER][NEUTRAL] Um, the policy number is 025533.
[CUSTOMER][NEUTRAL] 32.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I've got the policy pulled up now. Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And then what is the name, I'm sorry, the
[AGENT][NEUTRAL] Address, a phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, the address is [PII], um.
[CUSTOMER][NEUTRAL] Then email, I think is [PII].
[AGENT][NEUTRAL] No, ma'am. I don't.
[CUSTOMER][NEUTRAL] Or it might be my husband's OK, it's from his law firm so it might be.
[CUSTOMER][NEUTRAL] JML at [PII]'s law. I'm not sure what email it was done with because it was done through his employer.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that, so yeah, so I'm not sure what email and phone number was given because it was done when he signed up for benefits we signed up for it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So that I don't know.
[AGENT][NEUTRAL] OK, is your husband there because we're getting into the online service center and that is uh set up by the account holder is.
[CUSTOMER][POSITIVE] But I should be on there and it should, it's for our family, so it shouldn't be an issue.
[AGENT][NEUTRAL] Right, I, I understand what you're saying, but we can't give any information to get into the online service center unless we're we have permission from the account holder to be able to give that information even though you are his spouse.
[CUSTOMER][NEUTRAL] But I'm
[CUSTOMER][NEUTRAL] Right, but I'm on the account because it's the coverage is for the family.
[AGENT][NEUTRAL] Right, I understand that, but.
[CUSTOMER][NEGATIVE] I'm not, it shouldn't.
[AGENT][NEUTRAL] I understand that but it's still the policy is under right but it's still set up for the account holder so to answer your your questions for the online service center yes you would use the social security number.
[CUSTOMER][NEUTRAL] Right, so we're all part of the account.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] OK, I'll just try that then because he's not available. I don't have time for this. Thank you.