AccountId: 011433970860
ContactId: fb3eece0-06c9-45e7-962e-18f0795e15a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 789659 ms
Total Talk Time (AGENT): 231466 ms
Total Talk Time (CUSTOMER): 302860 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fb3eece0-06c9-45e7-962e-18f0795e15a9_20250625T16:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I am trying to, I believe like create an account for my benefit, but it's, it's not finding me in the system so I'm wondering if you could help me.
[AGENT][NEUTRAL] Oh, sure. Yes. May I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] N.
[AGENT][NEUTRAL] OK, and Miss [PII], may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mm. And this is for a group or this is your personal policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well I mean it's through my employer.
[CUSTOMER][NEUTRAL] So group I suppose right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, uh, let me see. What is the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Well, I don't know how to find that. That's what I'm wondering like.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like I don't, I don't know for sure.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I know I maybe I can find.
[AGENT][NEUTRAL] Let me do a name search.
[AGENT][NEUTRAL] And you said the last name is?
[CUSTOMER][NEUTRAL] OK, and I'm looking on.
[AGENT][NEUTRAL] It's [PII]. OK. [PII]. OK, and your address?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] OK, I think I found you.
[CUSTOMER][NEUTRAL] I know I was like looked everywhere and I'm like where am I? Why do I not have any information?
[AGENT][NEUTRAL] Mm it's OK. Um, may I have a first security, your date of birth and email address on file?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK, so my date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, social security is [PII].
[CUSTOMER][NEUTRAL] And I don't know which email address, so there's [PII] 3.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Mhm. That's not the one.
[CUSTOMER][NEUTRAL] Or there's [PII]. What's that?
[AGENT][NEUTRAL] No, that's not the ones we have.
[AGENT][NEUTRAL] Maybe you're working now?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm, yes, and we probably need to change that for you to register. So, um, let me have the personal email that you would like to use.
[CUSTOMER][NEUTRAL] OK, so my personal email I'd like to use is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], so [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, if you have, if you're trying to register, I need you to close everything.
[AGENT][NEUTRAL] Because we need to do it together, OK?
[CUSTOMER][NEUTRAL] You need me to what?
[CUSTOMER][NEUTRAL] Yeah, I, I'm not. Did you say we're gonna do it together? is that what you're saying?
[AGENT][NEUTRAL] Go ahead. Yes, close, yeah, close everything because it may get stuck and it will not let you go in. So just close everything and we'll do this together, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I got everything.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure I did go through I wait one moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so now, um, you're gonna go to [PII] and click on sign in.
[CUSTOMER][NEUTRAL] [PII]. OK, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK, and where it says log in.
[AGENT][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Sign in, it should be in the top in the right side.
[CUSTOMER][NEUTRAL] Uh, no, it doesn't take me there. Hold on one second.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, so sign in, got you.
[AGENT][NEUTRAL] OK. It's gonna take you to the online service center portal and now you're gonna click on create OSC account. You're gonna choose insured. Um, when you choose insured, there's gonna be 3 places that you need to fill out only. Only last name, email, or date of birth and date of birth. So only the last name, the email, and the date of birth. That's all you're gonna need.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so last name, email, and date of birth. OK, got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, I hit next.
[CUSTOMER][NEUTRAL] It says complete your account set up, so I hit continue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now it says verification is necessary so I wanna put in my [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then send and to send my verification code?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK, let me go over that with it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. OK, and then put in my put like put in my new password.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][NEUTRAL] Um, it says.
[CUSTOMER][POSITIVE] Let's see I think I got it.
[CUSTOMER][NEUTRAL] I see OK.
[CUSTOMER][POSITIVE] OK, I got it perfect.
[AGENT][NEUTRAL] All right, so you're in.
[CUSTOMER][NEUTRAL] Well, let me make sure though that I can.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, let me make sure because then it I know wants me to verify again.
[AGENT][NEUTRAL] Yes, that.
[AGENT][NEUTRAL] Yes, it's OK, go ahead. Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] You're like, listen lady, it's not that fast.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] But make sure you just you're in.
[CUSTOMER][NEUTRAL] 156.
[CUSTOMER][NEUTRAL] Alright, let me do go right in.
[CUSTOMER][POSITIVE] Well, now it's me got all excited there for a second.
[AGENT][NEUTRAL] And it takes a little bit longer to get this one. Yeah.
[CUSTOMER][NEUTRAL] Um, OK, now the log in.
[CUSTOMER][NEUTRAL] Got you. It's kind of it's kind of just hanging out on the login button like it's just kind of thinking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, are you using Chrome?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] No, uh, is it Safari or no, no, no, no, it doesn't matter which one you're using, which browser are you using?
[CUSTOMER][NEUTRAL] Do you want, should I be? I'm using.
[CUSTOMER][NEUTRAL] OK, yeah, it's not.
[CUSTOMER][NEUTRAL] Um, Firefox.
[AGENT][NEUTRAL] OK, um, if you want to hover uh, um, in the bottom, you know, in the black, um, line in the bottom, go ahead and hover on top of that, um, Firefox, and you should see another, um, little tab that has where you need to put that, um, code in.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I can't. It's, it's just like.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK thank you hold on one second. I got this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] That code is incorrect. What the what the.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] medication
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How's your day going today?
[AGENT][POSITIVE] It's good
[AGENT][POSITIVE] It is good.
[CUSTOMER][POSITIVE] Good. Where are you, where are you out of?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Where are you located?
[CUSTOMER][NEUTRAL] Oh my gosh, is it so hot there?
[AGENT][NEGATIVE] It is and it's so humid. It's just, uh, shockingly bad and like you feel like you're choking.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] It is crazy. I know it's same here, we're in [PII], but I'm like, what? Like, it is the craziest humidity. It's just insane.
[AGENT][NEUTRAL] It is, it is. This year has been a crazy year.
[CUSTOMER][NEUTRAL] You know, it has.
[AGENT][NEUTRAL] Yes, I'm from [PII].
[CUSTOMER][NEUTRAL] Oh, you are? Where at? We're from, where at?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, from [PII].
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Is that, did you, oh good, yeah, do you miss it or do you like where you're at now?
[AGENT][MIXED] Uh, I, I don't like where I'm at right now, but, um, I don't miss the cold at all.
[CUSTOMER][POSITIVE] I know, I know. Well, I'm originally from like [PII] and [PII], so the cold here for us is like awesome. Like we're like, oh this is great, but it'd be hard to to move away and then come back to the cold, that's for sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][MIXED] Yes, yes, that, yeah, it is. I love when it's snowing and I go and get to visit my family, like my aunts and everybody down there, but other than that, uh, no, it's too cold for me. No, uh uh.
[CUSTOMER][NEGATIVE] Yeah, you don't wanna live in it.
[CUSTOMER][NEUTRAL] Yeah, too old.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, OK, it's trying to download the message from the server. It says on my email, but it's just hung up, so I don't know it's doing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Message has not been downloaded from the server well.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] We'll get it.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's see the help.
[CUSTOMER][NEUTRAL] Oh, OK, wait, there it goes [PII].
[AGENT][NEUTRAL] You're probably gonna need another code.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Probably.
[CUSTOMER][POSITIVE] Oh, you know what? I see it. I'm on my dashboard. I've got my policy, my research resource and all all that. So yeah, yay, we look good. Thank you so much.
[AGENT][POSITIVE] Oh, perfect, yay.
[AGENT][POSITIVE] OK. Yeah. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you I appreciate it have a good day.
[AGENT][POSITIVE] You too. Have a good day and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.