AccountId: 011433970860
ContactId: cd3b42d1-735d-4cde-9f4c-c6c2de0ea3d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281390 ms
Total Talk Time (AGENT): 127812 ms
Total Talk Time (CUSTOMER): 70152 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/cd3b42d1-735d-4cde-9f4c-c6c2de0ea3d9_20250108T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, my name is [PII]. I was calling because I wanted, um, I was trying to sign up for, um, online.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Um, but I'm unable to, cause I haven't received my card.
[CUSTOMER][NEUTRAL] And I don't know my member.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], so you're a new member with APL and you're trying to set up your profile in the online service center but you're getting an error message?
[CUSTOMER][NEUTRAL] Correct, I tried it with my soul, but it doesn't go through.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK, yes, sir. Well, I can help you with this. And first off, [PII], what is your last name again?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your social security number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct with the last four numbers? OK, thank you. So give me a moment, [PII], to see if I can locate your information first.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And OK, so I was unable to locate in our system with your social who do you work for?
[CUSTOMER][NEUTRAL] I work for, um, well, uh it would be interred.
[AGENT][NEUTRAL] I'm sorry, Instare.
[CUSTOMER][NEUTRAL] Incredit Bank um as I N T E R.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm, separate word credits? OK, alright, let me.
[CUSTOMER][NEUTRAL] Credit
[CUSTOMER][NEUTRAL] No, altogether.
[AGENT][NEUTRAL] Oh, it's all together? OK.
[AGENT][NEUTRAL] OK, what's the complete name? Is it a, is it some type of financial institution?
[CUSTOMER][NEUTRAL] Uh, correct. Um, it would be.
[CUSTOMER][NEUTRAL] Enter
[CUSTOMER][NEUTRAL] In, yeah, it would just be incredit bank.
[AGENT][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] OK, so let me see if I can locate.
[CUSTOMER][NEUTRAL] A.
[AGENT][NEUTRAL] OK, so at, when was your policy supposed to have gone into effect, [PII]? At this time, I'm not seeing an enrollment for you.
[AGENT][NEUTRAL] With us.
[CUSTOMER][NEUTRAL] It was supposed to go into effect in January, well, the beginning of January.
[AGENT][NEUTRAL] OK, so what I'm going to recommend since we do not currently have anything in our system for you is to reach out to your HR department.
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let them know that you had contacted APL but that we did not show any enrollment information for you at this time.
[CUSTOMER][POSITIVE] Oh, OK, perfect. I'll, I'll, uh.
[AGENT][NEUTRAL] And they they can reach out to us if, if it, it may not have been submitted yet. I mean, I'm not sure. I just can only tell you that at this time we don't currently have anything. I'm looking at the entire group as a whole.
[AGENT][NEGATIVE] And I don't have a listing for you.
[CUSTOMER][POSITIVE] OK perfect now um I'll, I'll reach out to him.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Uh, no, that'll be all.
[AGENT][POSITIVE] OK, well then, thank you, [PII] for calling APL and I hope that you have a very nice and a very nice day today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Mm. Bye-bye.