AccountId: 011433970860
ContactId: f2b6c0eb-3596-4c9f-8a61-6564c63b145b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 681229 ms
Total Talk Time (AGENT): 211206 ms
Total Talk Time (CUSTOMER): 244981 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f2b6c0eb-3596-4c9f-8a61-6564c63b145b_20250102T21:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Uh, I'm calling because I'm trying to file to set up um on my account. I don't know what's going on. So when I press submit, my, it, it doesn't move. So I wanna know if you can help me to see if I'm doing something wrong or if my name because I have a double last name and sometimes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That can be an issue.
[AGENT][NEUTRAL] OK, yeah
[CUSTOMER][NEUTRAL] So I don't know if I provide you with my social security. Will you be able to pull me up and help me to set up an online account to file a claim?
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Absolutely I can. What is that social security number your account's under?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty and your first and last name and date of, oh sorry, just your first and last name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To start
[CUSTOMER][NEUTRAL] Reneing Baptist.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and I'm just gonna have you verify something else with me um if you could verify for me your mailing address and just the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much, Ms. [PII] and
[AGENT][NEUTRAL] All right. It looks like you have that hospital indemnity policy with us. Let's see.
[AGENT][NEUTRAL] What's going on.
[AGENT][NEUTRAL] So it looks like the issue could be that we don't have an email on file for you and if there's no email on file it's not able to set up the online portal so hang tight let me go into the policy um and get an email put on file for you.
[CUSTOMER][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] this.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry, one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 97268 mhm.
[AGENT][NEUTRAL] There it is.
[AGENT][NEUTRAL] And what is a good email address for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Only
[CUSTOMER][NEUTRAL] One the word one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] So sorry, it likes to take its time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, Ms. [PII], I'm just going in on the back side of it on my side just to see if it updated um to the online portal, but that hopefully will have solved our problem. Hang tight.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then one question before I let you go. All day you have the writing, the writing of my last name? Is it spaced out or hyphenated?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is hyphenated, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because that also can create an issue.
[AGENT][NEUTRAL] Yes, and I do see that your email um saved on here, so I definitely you should be good to go, but I'll hang out on the phone with you and just make sure it works so we can troubleshoot if it doesn't let you get to that third step, OK?
[CUSTOMER][NEUTRAL] I know, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me try now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Signing or register registering.
[CUSTOMER][NEUTRAL] A new user.
[CUSTOMER][NEUTRAL] Oh, so am I, am I, I'm, I'm.
[CUSTOMER][NEUTRAL] I am an individual with APF right?
[AGENT][POSITIVE] Yes. Mhm. Correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I ask for the social [PII]. I don't have to put any this on I send on the social just put the, the, the whole thing.
[AGENT][NEUTRAL] Just the numbers.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] [PII]. OK, we have to social security. OK, I see. I made a mistake.
[CUSTOMER][NEUTRAL] OK. Now we want the social. The first one is the last name.
[CUSTOMER][NEUTRAL] That too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks so much today, so I'm my little book, oh.
[AGENT][NEUTRAL] Yeah, did it work?
[CUSTOMER][NEUTRAL] It's not yet.
[AGENT][NEUTRAL] Not yet? OK.
[CUSTOMER][NEUTRAL] So you tell me uh, OK, so I have to, I send them back please, OK, and then you want the zip code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email.
[CUSTOMER][NEUTRAL] And the one [PII].
[CUSTOMER][NEUTRAL] Another one might just be one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][POSITIVE] She's still gonna go to the next step.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, it's it's not moving to step 3.
[AGENT][NEUTRAL] So let's figure out.
[AGENT][NEUTRAL] What we're doing.
[AGENT][NEUTRAL] New user, right, so.
[AGENT][NEUTRAL] For the last name, I just, I'm gonna put this in on my side too and see if maybe like there's a typo or something on our side in our system. Um I have the last name as [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh no, it's me, it's me.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, the Social Security. I put, instead of [PII], I put [PII].
[AGENT][NEUTRAL] Oh, that could be it.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Because, yeah, it has definitely because then they may not recognize, OK, [PII] to [PII] and and I just realized it it was a 5 instead of a 6.
[CUSTOMER][NEUTRAL] Step to. Oh my God.
[AGENT][NEUTRAL] Alright, so we made it to step 3.
[CUSTOMER][NEUTRAL] Yeah, so they want me.
[CUSTOMER][NEUTRAL] Yes, so they want me to create a username.
[AGENT][NEUTRAL] Yeah, so from here it'll have you create a username and a password and then you'll just wanna log into your email and verify.
[CUSTOMER][NEUTRAL] So can I use
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, does it have to have any, uh, uh, capital letter on the username?
[AGENT][NEUTRAL] Nope, um, the password does have requirements you'll have to meet, but the user name can be whatever you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So what about the password?
[AGENT][NEUTRAL] The password will have requirements and when you start typing it you'll see underneath it will say like add a number add a capital letter and as you do it it will like gray it out and you can see kind of what you've done.
[CUSTOMER][NEUTRAL] Do I have to use the phone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], if you'd like, um, we have like uh a user guide that tells you all the different things you can do in that portal and like how to do them. Is that something you'd like me to send out your way, uh, that way you have it as a reference?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK perfect I'll get an email going for you that will have that information so if you have any questions or you wanna learn how to do something within the functionality of that portal you have it available to you and is there anything else I can do to help you today?
[CUSTOMER][NEUTRAL] Oh, that would be all.
[AGENT][POSITIVE] Alright perfect well thank you so much for calling us here at APL. I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. You take care, my friend.
[CUSTOMER][POSITIVE] Thanks you too.
[CUSTOMER][POSITIVE] Mm, have a good evening.
[CUSTOMER][NEUTRAL] Mm.