AccountId: 011433970860
ContactId: fc05c623-2509-4363-8de1-aca8536460fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312809 ms
Total Talk Time (AGENT): 128240 ms
Total Talk Time (CUSTOMER): 143929 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/fc05c623-2509-4363-8de1-aca8536460fd_20250130T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in dental. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good I guess gonna get through this Thursday. But hey, look, I have a group leader on my line. Her name is [PII].
[CUSTOMER][NEUTRAL] But she's got some questions she's confused about she's trying to set up her own OSC account and it's not letting her so and I can't figure out what the problem is so um but her her personal policy number here is 01719351.
[AGENT][NEUTRAL] OK. I'm gonna have to.
[CUSTOMER][NEGATIVE] And I have verified everything and I, I can't figure out why it's not letting her set her OSC account up unless it's tied to like she said she's the group contact so I, I'm, I don't, I don't know I'm, I'm, I'm lost.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It, it wouldn't be that, but, um, I can look and see, but I'm, I'm having to open up a new line screen cause I've got all of mine tied up.
[CUSTOMER][NEGATIVE] My lines going down. Oh, I know it, my line, my lines they went down 3 times today. I don't know what is going on with this line stuff today, but.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mine did that last week. Every time I'd get in the middle of something, it would just.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] Oh yeah, it's like I, I get a.
[CUSTOMER][NEGATIVE] Time keyed in and I'm like, oh no, it didn't.
[AGENT][NEUTRAL] OK, [PII], OK, and did you verify all her information or?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, and everything's correct, the spelling, the birthday, the address, everything is spelled correct, you know, I'm thinking that might be some of it, but anyway, I told her I was gonna get customer service on the line and maybe, maybe I'll figure out why it won't set up.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] But I appreciate it, [PII]. You have a good rest of your day.
[AGENT][POSITIVE] You too. Thank you. Bye.
[CUSTOMER][POSITIVE] All righty. Yes, ma'am. Bye-bye.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm good. Um, let's see.
[AGENT][NEUTRAL] And you're trying to set up your online service center account?
[CUSTOMER][NEUTRAL] Yes, I have one because I'm the admin for my company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But not for like my personal.
[AGENT][NEUTRAL] All right. And are you getting an error message or?
[CUSTOMER][NEGATIVE] Yeah, it's telling me that nothing's found no records are found.
[AGENT][NEUTRAL] OK. And you are putting the, the little thing O apostrophe Connor, C O N N O R.
[CUSTOMER][NEGATIVE] Apostrophe.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're putting in um I'm a what is how is it word that I'm a user an IPO individual with an IPL policy or
[CUSTOMER][NEUTRAL] Individual.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And did she verify your social security number?
[CUSTOMER][NEUTRAL] And she did not know.
[AGENT][NEUTRAL] OK. Let's, let's verify that.
[CUSTOMER][POSITIVE] I know the ending is right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]. OK, so that's not it.
[AGENT][NEUTRAL] And your birthday is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My son was born on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, on your birthday, your first birthday.
[AGENT][NEUTRAL] Let's see, and zip code is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And your email is [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's my work email.
[AGENT][NEUTRAL] And that's the email that you're putting in?
[CUSTOMER][NEUTRAL] Yeah, and when I put that in, it says it's already an account made because I have the admin account.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 1.
[AGENT][NEUTRAL] Oh, it does look like you have already set it up um.
[AGENT][NEUTRAL] I can give you the user name.
[AGENT][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] It's not [PII]. OK, it is different. OK, I wanted to make sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes ma'am, and it is a [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it is case sensitive.
[CUSTOMER][NEUTRAL] OK, I wonder if
[CUSTOMER][NEUTRAL] My password is expired. OK, see, I was using my email address. That is probably why.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me, let me, I can try to get in this way now. I'm gonna since it's expired, I'm gonna reset my password.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with today or?
[CUSTOMER][POSITIVE] No, I'm, I'm glad that I figured that out. I would have never thought of that. I appreciate your help.
[AGENT][POSITIVE] Alright, well thank you for calling APO you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Good bye thank you.