AccountId: 011433970860
ContactId: df878e92-5fb5-4373-b37c-15a83976c5d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316049 ms
Total Talk Time (AGENT): 101045 ms
Total Talk Time (CUSTOMER): 107404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/df878e92-5fb5-4373-b37c-15a83976c5d6_20250402T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Mrs. [PII], I'm [PII]. I'm calling for status. I was trying to do the login for the account to check on this um status and
[CUSTOMER][NEUTRAL] Um, I be covered, but it wasn't letting do a lot.
[AGENT][NEUTRAL] OK, are you with the provider's office or is this for yourself?
[CUSTOMER][NEUTRAL] For myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02.
[CUSTOMER][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] 779 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, were you trying to set up your online account?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, did it give you?
[AGENT][NEUTRAL] Um, let's see, do you wanna try to set that up, or we can kind of walk through it and see what's happening?
[CUSTOMER][NEUTRAL] Right, right, can we please walk through it because I went to um.
[CUSTOMER][NEUTRAL] I went to like it says secure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But when I did the information, I put my last name, I put my um member ID.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And my uh birthday, but it wasn't letting me and, and I went to [PII], I could um try to
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, make
[AGENT][NEUTRAL] Let me verify a few pieces of information with you. What's your telephone number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. What's your birthday?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] And the city and state?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, your email address.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] ON
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. OK so OK so if you're on the your last name I do have a.
[AGENT][NEUTRAL] I have two names for your last name.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Which, which two names?
[AGENT][NEUTRAL] What what's your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I have another name after that?
[CUSTOMER][NEUTRAL] Um, can so.
[AGENT][NEUTRAL] Yes, OK, so we have your last name entered as [PII]. So that's what you would put for last name. I don't have any hyphens on that or anything, so it's just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Actually, the only thing that works in that member ID box is your social. You have to put your social security number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With no dashes.
[AGENT][NEUTRAL] No dashes, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm typing it in right now.
[AGENT][NEUTRAL] Yeah, yeah, I'll wait, I'll wait. Let's make sure it goes through, so.
[CUSTOMER][NEUTRAL] Alright, that time it did went through.
[AGENT][NEUTRAL] OK, OK, um, do you wanna go ahead and get on the site and look through stuff and then call us back if you have any questions or is there something I can help you with right now?
[CUSTOMER][POSITIVE] Yeah, that's, that'll be great, thank you.
[AGENT][NEUTRAL] OK, so are you gonna look through the site or you want me to help you with something right now?
[CUSTOMER][NEUTRAL] Yes, I, I, um, I looked through the site.
[AGENT][POSITIVE] OK, OK, well don't hesitate to reach back out if you have any questions, OK?
[CUSTOMER][POSITIVE] Thank you so much, is it [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], OK, alright, thank you so much [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Have a wonderful day.
[AGENT][POSITIVE] Thank you. Bye.