AccountId: 011433970860
ContactId: e1306f47-da05-4702-9273-0658a4d10750
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474730 ms
Total Talk Time (AGENT): 182674 ms
Total Talk Time (CUSTOMER): 199011 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e1306f47-da05-4702-9273-0658a4d10750_20250217T13:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], I, uh.
[CUSTOMER][NEGATIVE] Just got new insurance through our work and I got this APL and I just, well, I went actually went to the doctor on Friday and I had uh the card they scanned it but then uh I just, well, I didn't have the card they printed me off one on the computer card came in the mail and I've been trying to, they said I had to go online to activate whatever and I tried all day yesterday and it says my name, it does not exist.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you had to activate the card or you wanted to activate your online account?
[CUSTOMER][NEUTRAL] Well that I had to go online and log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I get to activate the account activate the card, whatever, but it says me I did it as a new.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02.
[CUSTOMER][NEUTRAL] 593-392
[CUSTOMER][NEUTRAL] Every which way I tried it said that I don't exist.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII], like a horn on a car on a beam alight Road, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. The callback number for you is [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Are you on the website now?
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] OK, so go back to the create you an account and what is it asking you for?
[CUSTOMER][NEUTRAL] Well, do I hit new user?
[AGENT][POSITIVE] Yes, you hit new user.
[CUSTOMER][NEUTRAL] OK, and it says, uh, which role best describes you, and I did an individual and I also did I'm an employer with a group who offers the product to my employees. I tried both of them and neither one of them work.
[AGENT][NEUTRAL] Um, try and we're gonna try individual first because I'm not sure of the website, but I'm gonna try to walk you through it, so try individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is it asking you for now?
[CUSTOMER][NEUTRAL] I gotta put my last name up there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then uh I'm gonna do my social security number.
[CUSTOMER][NEUTRAL] Do I need to put the bar between it?
[AGENT][NEUTRAL] Um, no, we gonna, what it's saying Social Security number, so we're gonna try something else before your social.
[AGENT][NEUTRAL] It's asking, is it?
[CUSTOMER][NEUTRAL] OK, I did the social and the.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] I did for social or my member ID and I did both of them and it didn't work.
[AGENT][NEUTRAL] So try the [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, it said not what it is.
[AGENT][NEUTRAL] Right, I get that. I don't know why it says that they shouldn't say that because this actually is your policy number, so try [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, what else is it asking you for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Zip code and then my email and I put my personal.
[AGENT][NEUTRAL] So your zip code?
[CUSTOMER][NEUTRAL] Or email and neither one of them went yeah [PII].
[AGENT][NEUTRAL] OK. No, it's put [PII].
[CUSTOMER][NEUTRAL] Well that's not my, that's not my zip code, but that's the office's zip code.
[AGENT][NEUTRAL] So verify your mailing address for me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Put [PII].
[CUSTOMER][NEUTRAL] Well that's not my address. I mean my zip, but I will.
[AGENT][NEUTRAL] I get that, but that's what's in the system, so where I have to transfer you to customer service so they can assist you with that issue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] OK, are they doing the office address [PII]? That don't make no sense.
[AGENT][NEUTRAL] No, it's actually your mailing address that you provided. It's just the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, well that's not my zip code that's fine. Alright, now I'm gonna put my personal email in here, not the company email.
[AGENT][NEUTRAL] Mm, cause we don't have one on file for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then now what it's asking you for?
[CUSTOMER][NEUTRAL] I'm doing my email.
[CUSTOMER][NEUTRAL] OK, then my date of birth, which I got [PII] and I hit that and then it comes up and says oops, there's a problem no user found with this information.
[CUSTOMER][NEUTRAL] They they I get option 4.
[AGENT][NEUTRAL] So did you, when you signed up for this um policy did you use the email like did you because we don't have one on file, but did you use an email?
[AGENT][NEUTRAL] Like did you put an email?
[CUSTOMER][NEUTRAL] No, this is the first time.
[CUSTOMER][NEUTRAL] No, I did. I, that's what I didn't think the office did either because I tried my work email and both of them say the same thing.
[AGENT][NEUTRAL] OK, so let me transfer you to customer service because this is the claims department. I tried to assist you, but that's not something that I normally do but hold one moment, OK [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm great thanks for asking. This is [PII] in the claims department. [PII], I have a customer on the phone by the name of [PII]. He needed assistance with his online account. I tried to walk him through it, however, he's still having issues with signing, setting up with it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Uh, what is his policy number?
[AGENT][NEUTRAL] Policy. It is 2593392.
[AGENT][NEUTRAL] 2593392.
[CUSTOMER][NEUTRAL] Alright, give me just a second so I can pull it up. Um, small question, was his all his information verified that everything is correct?
[AGENT][NEGATIVE] Yeah, all his information was verified. however, he don't have an email on file and his zip code is not the correct zip code. He's, it's a 6 instead of a 4. It should be a 4 instead of a 6, but so I'm not sure if that's the issue, but I told him to use the um the one that we had in the system to see what they walk him through it then, but it still was saying telling him that user is not found.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] And his callback number is [PII].
[CUSTOMER][NEUTRAL] OK. Give me just.
[AGENT][NEUTRAL] Hold one moment. What you was about to say?
[CUSTOMER][NEUTRAL] OK, um, uh, just give me one second so I can pull it up, um, on the online service center and then, um.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] 464.
[CUSTOMER][NEUTRAL] OK, I got it now you can go ahead and transfer him.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hello [PII], I'm gonna transfer you over to [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you.