AccountId: 011433970860
ContactId: ebf9be54-8919-456a-a8a9-fce0d0bef0af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251720 ms
Total Talk Time (AGENT): 69010 ms
Total Talk Time (CUSTOMER): 158179 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/ebf9be54-8919-456a-a8a9-fce0d0bef0af_20250626T14:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. um, I was trying to uh create uh an account online to look at my, um, benefits.
[CUSTOMER][NEUTRAL] And I'm not able to do that, uh, because I got an email from one of your team members, you know, telling me that you should log in and look at your benefits, um.
[CUSTOMER][NEUTRAL] I don't know what I do with her email.
[AGENT][POSITIVE] OK, well I'm sorry for that inconvenience I'd be happy to assist.
[CUSTOMER][NEUTRAL] So I'm putting, I'm.
[CUSTOMER][NEUTRAL] I'm putting my, let me tell you the information that I'm that I'm that I'm putting in. I'm putting my, it's asking.
[AGENT][NEUTRAL] Uh, um, can I first, can I, I'm sorry, can I first, I have to pull up your account first before we can move forward and verify the security, um, can I have a good call back number for you first of all?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Uh, my cell [PII].
[AGENT][NEUTRAL] OK, and what is your policy number?
[CUSTOMER][NEUTRAL] Um, so you said the certificate number or group number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Certificate certificate.
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] OK, so our patient certificate number is 01346368 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And your name and date of birth.
[CUSTOMER][NEUTRAL] [PII] E. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] Um, well, I have a few, but the one that I use the most, my personal one is [PII].
[AGENT][NEUTRAL] OK, so that's the one that we have. OK, so um tell me what you're putting in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm writing the insured my last name, right? And then it says social security or member ID so I was putting the group number?
[AGENT][NEUTRAL] No, no, no, no, um, put in your social.
[CUSTOMER][NEUTRAL] The certificate? Oh my social, OK, but that wasn't working either.
[CUSTOMER][NEUTRAL] Uh, and then it says, um, then my zip code, which is, you should have [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I mean I've used both emails, my work email and my personal.
[AGENT][NEUTRAL] So use the personal email?
[CUSTOMER][NEUTRAL] You know what maybe.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see, maybe because I was putting the other number.
[CUSTOMER][NEUTRAL] Let me see if it works now, because before it was just telling me, sorry, we cannot.
[CUSTOMER][NEUTRAL] See, I'm saying, it says error. No user found, but I'm trying to create a, a.
[AGENT][NEUTRAL] OK, so let's let's start all over, let's start over.
[CUSTOMER][NEUTRAL] An account.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] Um, so go back to um the screen where it says to create the OSC account.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, so welcome to online services service center and then it says either log in, create or forgot password so we're gonna create, correct?
[AGENT][NEUTRAL] So we wanna create OK.
[CUSTOMER][NEUTRAL] Mhm. And then I'm an insured.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Mhm. And then I input my information, my last name, my social.
[AGENT][NEUTRAL] OK, so put little, let's do, yeah, OK, so put little and then let me make sure we have your social correct, um, what's your social?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what we have.
[AGENT][NEUTRAL] So social
[CUSTOMER][NEUTRAL] My zip code is [PII].
[AGENT][NEUTRAL] That's what we have.
[CUSTOMER][NEUTRAL] Um, my email is [PII].
[CUSTOMER][NEUTRAL] And then my date of birth.
[CUSTOMER][NEUTRAL] [PII]. Month, date?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you know what, now let me do it, so, I don't know.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] I was inputting the same information. OK, I'll take it from here. Thank you so much.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Mhm. Bye bye.