AccountId: 011433970860
ContactId: fe33f615-ceb9-4c16-8759-9efeae37cfac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182479 ms
Total Talk Time (AGENT): 55704 ms
Total Talk Time (CUSTOMER): 65428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fe33f615-ceb9-4c16-8759-9efeae37cfac_20250610T16:43_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Uh yes, how you doing? I got a couple of questions. I'm trying to get logged on, um, to view a list of my benefits, but I've been, I'm having an issue with some of the information they're saying there's an error and I'm trying to verify the information.
[AGENT][POSITIVE] Great. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have my policy number. I got my social security number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get your policy pulled up real quick.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify your date of birth for me, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, it looks like the problem is the emails. We've got 2 emails listed in here, but we can only have 1.
[AGENT][NEUTRAL] In order to create
[CUSTOMER][NEUTRAL] OK, the only one I use, the only one I use is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What other one did they have in there?
[AGENT][NEUTRAL] Uh, it looks like
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Yeah. OK, yeah, yeah, that's, uh, that's my wife, um.
[CUSTOMER][POSITIVE] Yeah, you, uh, you can, yeah, use mine.
[AGENT][NEUTRAL] OK, uh, let me get that updated.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so are you on the site?
[CUSTOMER][NEGATIVE] Uh, I was, I was, I had to get off because it wouldn't allow me to get in there.
[AGENT][NEUTRAL] OK, so when you go back.
[CUSTOMER][NEUTRAL] I can go back on their route.
[AGENT][NEUTRAL] Yeah, you'll go to create your account because you have to create the account, you can't use it, then you'll go to insured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then it should work now and if enter your full social no dashes yeah.
[CUSTOMER][POSITIVE] OK cool.
[CUSTOMER][NEUTRAL] Yeah, it did.
[CUSTOMER][NEUTRAL] Yeah, it did, it did.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All right thank you appreciate your help.
[AGENT][NEUTRAL] OK, anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that'll be it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank, thank you, you too.
[AGENT][POSITIVE] Thanks bye bye.