AccountId: 011433970860
ContactId: f982300e-d366-4233-8220-d775d9bd00a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338899 ms
Total Talk Time (AGENT): 134346 ms
Total Talk Time (CUSTOMER): 191968 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f982300e-d366-4233-8220-d775d9bd00a7_20250331T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I'm, I'm trying to sign up online and it won't take my information. Um, I think I'm putting in the right member number because she just gave it to me, but it won't let me sign up.
[AGENT][NEUTRAL] OK, is this for yourself? Are you with a group or a provider?
[CUSTOMER][NEGATIVE] For me, I'm trying to put in a claim for a visit to the urgent care, but I can't even sign myself up online.
[AGENT][NEUTRAL] OK, um, let's see. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I have the group number. Uh, you should get this outpatient benefit certification number, right?
[AGENT][NEUTRAL] Uh, yes, the sort number.
[CUSTOMER][NEUTRAL] It's um 0202587791 ML8.
[AGENT][NEUTRAL] And what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, uh, thank you. Let me verify just a few other pieces of information. Uh, what is your address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, an email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh, that might be what I put wrong. I think that might be what I put wrong now that I just thought about.
[AGENT][NEUTRAL] Yeah, that's the email that we've got on file, so everything has to match exactly.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm trying to sign in online and that yep, that's what I put wrong. uh, let me fix it, see if it'll take it [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Let me try it now. Uh, no, they'll say I don't exist. [PII]. No.
[AGENT][NEUTRAL] OK, so we've got, OK, put in your policy or your member ID. OK, did you try your social?
[CUSTOMER][NEUTRAL] Uh, well, she said the member ID was, she said it was 2587791.
[CUSTOMER][NEUTRAL] She said that's what the number was.
[AGENT][NEUTRAL] Yeah, try.
[AGENT][NEUTRAL] That's your policy number. So let's, will you put in your social?
[CUSTOMER][NEGATIVE] I don't really like to put my social online. makes me uncomfortable. Do you have a different, do you have a member ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, try this one, C as in Charlie.
[AGENT][NEUTRAL] 097-5372.
[CUSTOMER][NEUTRAL] C09 C 097 what was after the 7?
[AGENT][NEUTRAL] 5372.
[CUSTOMER][NEUTRAL] 5372.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me try it now. No, but let me read it back to you. C 0975325372.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah I know
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I don't even know where did you find that because I don't have that number anyway.
[AGENT][NEUTRAL] Uh, that's just it, it's our internal customer number. Let me see if I can see, hold on one more moment.
[CUSTOMER][NEUTRAL] C 097-5372
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] C 0975372.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me see, let me place you on a brief hold. Let me see if I can figure out what's going on. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thank you so much, sorry. You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Hello, hey, I'm so sorry. Are, are you in the middle of something?
[AGENT][NEUTRAL] Not important. Well, important, but it, it can be handled by talking.
[AGENT][NEGATIVE] Um, so when they're signing up on the portal and it says Social Security number or member ID, not have, OK, member ID won't work.
[AGENT][NEUTRAL] No. OK, all right, she's like. I'm something else but they have to use their social. They have to use their social OK she doesn't wanna use your social if she doesn't wanna do that and she's just not gonna be able to sign up, right? OK, alright, just wanna make sure thank you so much. Thanks bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thanks for holding. I just wanted to verify so on the where it says social security number or member ID we don't I I think for this platform member ID applies to other groups but it's not for us so social security number is actually the only option unfortunately.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, because that's not what it says. It says member ID what's my member ID number?
[AGENT][NEUTRAL] There is no member ID. That's like for other portals, like other platforms.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, I just, alright, well, as long as I know it's you, I'll put it in. It's just very uncommon for people to ask for your complete social security number. That's why I'm uncomfortable, but I'll just do it. Alright, thank you. OK, OK.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, I understand. Sorry about that. Thank you.