AccountId: 011433970860
ContactId: f510272a-d2a6-4930-a1e4-ed9c60486b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487970 ms
Total Talk Time (AGENT): 105475 ms
Total Talk Time (CUSTOMER): 221999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f510272a-d2a6-4930-a1e4-ed9c60486b5b_20250321T22:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] calling here out of [PII], and I got a question for you. I had recently done, uh, dental with you guys, but I talked to my local representative or the representative that was taking care of my, uh, case, and he sent me, I didn't realize that I did not have, um, the dental.
[CUSTOMER][NEUTRAL] Or the um health insurance uh set or the vision or the dent the vision and health insurance set up and so we set that up. Send me the email on how to hook it up as far as going online to print out my ID cards and when I go to go to the APL website, it says that it cannot find my information.
[CUSTOMER][NEUTRAL] But yeah, I've got dental right now, but last time I knew I was set up for all three vision, dental and health insurance and now I can't get onto the website. It says if I have any questions contact you guys.
[AGENT][NEUTRAL] OK, [PII], yeah, it's probably some information that maybe is not matching up. Do you have the policy number? I can take a look?
[CUSTOMER][NEUTRAL] I do not, I don't know.
[CUSTOMER][POSITIVE] Hopefully I can find it here, um.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Um, I don't know what my policy number would be if I have it on here.
[AGENT][NEUTRAL] Sorry, what's your last name, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] All right. RE
[CUSTOMER][NEUTRAL] I mean, I've got my vision. I got my
[CUSTOMER][POSITIVE] Well, I got my, uh, dental if that'll help.
[AGENT][POSITIVE] Yeah, I can pull it with that one. Give me that one.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's gonna be 02574692. Forgot about that.
[CUSTOMER][NEUTRAL] Yeah, you have a policy number's on my dental card.
[CUSTOMER][NEGATIVE] I just don't have my uh my health insurance or my vision and I was gonna print those out, but it's like I don't have, I don't have any way of getting those cards.
[AGENT][NEUTRAL] All right. Uh, [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and then address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what would be a good email for you?
[CUSTOMER][NEUTRAL] Yup, that'd be Regen. It'd be my last name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and so when you're going to create the account you're clicking new user and then you're clicking I'm an individual with an APL policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then when it asked me for my last name, uh, social security number, and then it put that I put in my date of birth and my email and it says that there's no policy phone.
[AGENT][NEUTRAL] OK, and the zip code you're putting in [PII], correct?
[CUSTOMER][POSITIVE] Correct, yup, correct.
[AGENT][NEUTRAL] OK. And the last name, let me spell it, make sure we have it spelled right. It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, there's no [PII]
[AGENT][NEUTRAL] There's no L, OK.
[CUSTOMER][NEUTRAL] No, yep.
[CUSTOMER][MIXED] Everything else is correct and just don't L.
[AGENT][POSITIVE] OK, so that's pro that's probably right.
[CUSTOMER][NEUTRAL] That could be why.
[AGENT][NEUTRAL] That's probably our issue. Let's take a look.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, it's a good thing that I called then.
[CUSTOMER][NEUTRAL] And I will I I'm on my I'm on uh I'm on the website right now so once you get everything um updated I will go ahead and try it here and see if that works.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] All right, give it a go, [PII], and see what happens.
[CUSTOMER][NEUTRAL] All right, we'll give it a shot here and see what happens.
[CUSTOMER][NEGATIVE] Uh, it says no, uh, typed in my last name, my social security number, zip code, email address, and my date of birth, and it says no users found with this information was entered.
[CUSTOMER][NEUTRAL] Please try again.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if it's updated.
[AGENT][NEUTRAL] Let me save this, hold on just a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I pull my laptop on do it on there saying you'll see better because.
[CUSTOMER][NEUTRAL] Well, I'm old and can't see on my phone.
[AGENT][NEUTRAL] OK, let's see, one second, let me close this out.
[CUSTOMER][POSITIVE] That's right yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You're doing that. I'm gonna do this.
[AGENT][NEUTRAL] I didn't take it out, [PII], just a second.
[CUSTOMER][POSITIVE] Sure, not a problem. Take your time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Of course is my email thing slow now.
[CUSTOMER][NEUTRAL] there was
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Where did this go? Oh, there it is.
[AGENT][NEUTRAL] OK, [PII], give it a go now and see if you can get it to work.
[CUSTOMER][NEUTRAL] Alright, we'll try it here.
[CUSTOMER][POSITIVE] The searching, aha. Guess what? We got step 3 now. We can set up a username and account. All right, I think we got something.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] There you go. Yay.
[CUSTOMER][POSITIVE] Awesome. Awesome. So then once I go there, I can go ahead and download ID cards for everything for health, vision and dental, and then be able to go from there then.
[AGENT][POSITIVE] Mhm, absolut[PII], yep.
[CUSTOMER][POSITIVE] OK, perfect. Perfect. All right, well, I think I got everything then. If that is the case, well then I will go ahead and uh hook everything up and see what we got.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, sounds good thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right will do thank you so much for the help. I appreciate it.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Yep take care bye bye.