AccountId: 011433970860
ContactId: f2d291d4-f8e7-4878-9cea-3d5adb2f522e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190839 ms
Total Talk Time (AGENT): 102497 ms
Total Talk Time (CUSTOMER): 72697 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/f2d291d4-f8e7-4878-9cea-3d5adb2f522e_20250609T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm trying to like make an account online cause I'm pregnant and I just wanna have like it all lined up, um, but it's saying like it doesn't recognize me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, OK, um, so you're the information that you enter when creating an account, it does have to match what we have in our system so we can go through all of that and verify that what we have is correct. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, of course. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] I don't. Can I give you my social security number?
[AGENT][POSITIVE] Sure. Yeah, that'll work.
[CUSTOMER][NEUTRAL] OK. Um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you one moment. And then, uh, [PII], what was your last name, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I got married. I can't remember if I have it under [PII] or [PII].
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I think I signed up as [PII], but I
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] OK, I've got it as a [PII].
[AGENT][POSITIVE] I do, yes.
[CUSTOMER][NEUTRAL] Oh, OK, alright then I must have been typing in PS so trying to, I don't even know what I'm doing honestly.
[AGENT][NEUTRAL] Sure, no worries. OK, and then just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect. OK, and that zip code was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then uh last thing I need is the email address that we've got on file for you and it looks like it is through your employer.
[CUSTOMER][NEUTRAL] Oh, so it's [PII].
[AGENT][NEUTRAL] That is correct, yes. So all of that information, that's what you would enter when you go to create the account, um, and then let me ask you as well, [PII], um, in the spot where it asks for a social security number or your member ID, you are putting a social in there, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna put my social, yeah, I don't know the number of it.
[AGENT][NEUTRAL] OK, yeah, perfect. Well, the member ID is different than the policy number I can give you your policy number if you need that um but it is different, so for yours you would put in the social regardless.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll just do the social and then I'll use that address. I must have been putting in all the wrong information. I'm sorry to bother you.
[AGENT][NEUTRAL] No, no, you are per they don't make it easy. I mean they don't say, you know, it has to match what we have. A lot of people will put in a different email or their personal email, so not your fault at all. Um, did you need anything else from me, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alrighty, of course if you need anything else give us a call back, have a great rest of your day.
[CUSTOMER][POSITIVE] All right have a good day. Thanks.
[AGENT][POSITIVE] Thanks. Bye.
[CUSTOMER][NEUTRAL] Bye.