AccountId: 011433970860
ContactId: f81a71ce-5d25-4e7e-9620-bd3abc608b17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215639 ms
Total Talk Time (AGENT): 102931 ms
Total Talk Time (CUSTOMER): 68018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f81a71ce-5d25-4e7e-9620-bd3abc608b17_20250116T20:05_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] So
[CUSTOMER][NEUTRAL] Hello, how are you doing?
[AGENT][POSITIVE] Good how about yourself?
[CUSTOMER][NEUTRAL] Good thank you I'm trying to create an APL account but when I put in the details it says uh.
[CUSTOMER][NEUTRAL] There is no no user was found with the information that was entered and please try again but I'm putting all the information right. Is there any way you could help me with this?
[AGENT][POSITIVE] Yeah, I'd love to help you with that, my friend. Um, do you mind if I snag that policy number real quick and we can look into it?
[CUSTOMER][NEUTRAL] I don't know the policy number, but I do have my social security of that house.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yeah, absolutely I can search for you that way um and whenever you're ready I can take that social for you.
[CUSTOMER][NEUTRAL] OK, yeah, my number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And can you verify for me, please, your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII].
[AGENT][NEUTRAL] [PII]. Did I get that right?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm really sorry. I'm not showing anybody pop up with that social security number in our system at all. Are you the subscriber on the account? It's through your, through your work?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to create my account for the for work.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So I'm not showing anybody with that social security number with a policy with us, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I try searching with your name? You said it was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm really sorry, sir. I'm not showing anybody with that name in our system as somebody with the policy. Um, have you recently signed up for the APL policy?
[CUSTOMER][NEUTRAL] Uh, I'm not sure. I don't remember, but I just got a bunch of papers that I had to do for health insurance, for dental, vision, and among these papers was APL and how to register, so I just got to doing the registering.
[AGENT][NEUTRAL] Yes, OK, um, it might be just that we haven't, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We haven't received your enrollment paperwork from your from your group yet uh you might reach out Cesar to your HR group and just see if they have submitted your enrollment information our way already and touch base with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll be sure to contact them in that case.
[AGENT][NEUTRAL] Absolutely and if they do show your enrollment stuff coming through, um, and you're still unable to log in, um, see if you can get their group number um their employer group number, and we and give us a call back and we'll do our best to try to find it and maybe something was entered wrong somewhere, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] My pleasure, [PII]. You take care and have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.