AccountId: 011433970860
ContactId: d8575b77-0118-4e90-b862-3cb1b57af1de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 719239 ms
Total Talk Time (AGENT): 220625 ms
Total Talk Time (CUSTOMER): 174596 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d8575b77-0118-4e90-b862-3cb1b57af1de_20250128T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to um.
[CUSTOMER][NEGATIVE] Set up my online portal, but they're not allowing me to and they told me to call.
[AGENT][NEUTRAL] Mhm. Alright, I can assist you with setting up your account into the online service center. Um, do you have and you have your policy number on hand?
[CUSTOMER][NEUTRAL] Um, yes, it's 02588500.
[AGENT][NEUTRAL] Alright, just a second so I can pull it up.
[AGENT][NEUTRAL] Miss [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] And just for verification steps, do you mind if we verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. My my address is [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, thank you, and which email address are we using for the online service center?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. I believe we have an error within the email that we have. We have.org. I will make that correction and then um we can wait a second so you can try again. Would that work?
[CUSTOMER][POSITIVE] Oh, OK. Yes, that works.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't know how they got that work.
[AGENT][NEUTRAL] Alright, let me just a second so I can pull up your account. We can make that correction for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], you can try again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] My number 5.
[CUSTOMER][NEUTRAL] Oh, is it OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It's still saying that there's a problem.
[AGENT][NEUTRAL] OK, for you.
[CUSTOMER][NEUTRAL] Do they have my last name is [PII] or do they have it as [PII]?
[AGENT][NEUTRAL] Yes, I was, um, I was just going to ask you, we have both of, um, we have [PII].
[AGENT][NEUTRAL] [PII] Dash.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm putting in and I'm hyphen in it.
[CUSTOMER][NEGATIVE] Yeah, that's what I did. It's still not working.
[AGENT][NEUTRAL] It is um case sensitive. Um, are we using all caps?
[CUSTOMER][NEUTRAL] I have uh.
[CUSTOMER][NEUTRAL] Am I supposed to be using all cats?
[AGENT][NEUTRAL] Um, let's try it that way, all caps and for the Social Security number, um, no dash or spaces, just the numbers.
[CUSTOMER][NEUTRAL] I didn't put the social security number. I just put my policy number.
[AGENT][NEUTRAL] OK, um, it is, yes, we, we are, um, we have to use the social security number.
[CUSTOMER][NEUTRAL] Am I
[AGENT][NEUTRAL] Not the policy number.
[CUSTOMER][NEUTRAL] Oh, because it says or OK.
[CUSTOMER][NEUTRAL] That's probably an issue because, yeah, it gives me an option.
[CUSTOMER][NEUTRAL] No, it's still saying it and I did all caps.
[CUSTOMER][NEUTRAL] Um, and then my social security number, zip code.
[CUSTOMER][NEGATIVE] It's still not working. Um.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, um let's go step by step and verify that everything that we have, it is um correctly. um for your name, last name, we have [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for, uh, do you mind verifying for me your social security number?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Um, and your zip code, yes, yes, [PII].
[CUSTOMER][NEUTRAL] Does it, is that right? Do you have that right?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, I'm just gonna verify [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright and the email that we have is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Oh, you didn't, you're not using my personal and you're using the work you know that's why.
[CUSTOMER][NEUTRAL] Yeah, I didn't use that one. OK, I'll put the work email.
[CUSTOMER][NEUTRAL] That's, that's probably the issue.
[CUSTOMER][NEUTRAL] Because I use my personal email, not my work email.
[AGENT][NEUTRAL] OK, yes, that is the one that we have in the system, [PII]. I guess it is OK [PII].
[CUSTOMER][NEUTRAL] Yeah, that's why it's [PII] because it's my work email.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] That's definitely.org. Mhm. It worked this time. It's [PII]
[AGENT][NEUTRAL] All right. And let me
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know you guys are using my work email.
[AGENT][NEUTRAL] All right, Ms. [PII], did it work?
[CUSTOMER][NEUTRAL] Yeah, um, I'm putting in the information now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I don't know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, did it work?
[CUSTOMER][NEUTRAL] No thanks. OK, yeah, it's, it works.
[AGENT][NEUTRAL] Alright, do you have any other question for me or something that I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, that was all, so this is just for my insurance, am I correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, let me ask you a question is, does this cover my medication as well, like say if I was prescribed medication and um my insurance didn't cover it, would this cover the balance of it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, let me see really quick.
[AGENT][NEUTRAL] Unfortunately, I'm not able to access that part of the information for your policy. Uh, would you like me to transfer you to the benefits department?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, Ms. [PII], I will do that. I will go ahead and provide your policy number, so and your questions so you don't have to repeat yourself, right?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, I hope you have a nice day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] 18
[AGENT][NEUTRAL] Hello [PII] is said.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright. Hello, good morning. This is [PII] in customer service. I have uh Miss [PII] on the line with policy number.
[AGENT][NEUTRAL] 25
[AGENT][NEUTRAL] 88,500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she has questions about her benefits. Um, if, um, any medication can be covered, anything that her major medical won't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have a callback number?
[AGENT][NEUTRAL] Um, the one that she's calling back from [PII].
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, have a nice day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning