AccountId: 011433970860
ContactId: 0657ffc4-1204-40f0-bffe-42fbd394a1de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475609 ms
Total Talk Time (AGENT): 130591 ms
Total Talk Time (CUSTOMER): 126756 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0657ffc4-1204-40f0-bffe-42fbd394a1de_20250219T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to set up my account and it's not recognizing me online.
[AGENT][NEUTRAL] OK, I can help you with the online center. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Uh, policy number is that I guess that's policy 0235.
[CUSTOMER][NEUTRAL] 2910
[AGENT][NEUTRAL] OK, let me look it up quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth?
[AGENT][NEUTRAL] Address
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Address and phone number.
[CUSTOMER][NEUTRAL] OK, it's [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] See the problem, um, so I'm going to need to update your address because we have an old address it looks like.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[AGENT][POSITIVE] OK, let me get where I can fix that for us. That way you'll be able to get in there once the information matches.
[AGENT][NEUTRAL] Um, and you said it was [PII], and that's as far.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I got
[CUSTOMER][NEUTRAL] I'm sorry, you're skipping a little bit you're, you're.
[AGENT][NEUTRAL] Writing it down.
[CUSTOMER][NEGATIVE] Your plug must be loose or something it's skipping a little.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I apologize.
[AGENT][NEUTRAL] OK, can you give me your current address again?
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh [PII].
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Missouri
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then um.
[AGENT][NEUTRAL] The phone number you're calling from, is that a good call back number also if our call is disconnected? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then what is your email address sir?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment to get all this information updated.
[CUSTOMER][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] OK, I'm gonna make sure that it haled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm on the
[CUSTOMER][NEUTRAL] Page for
[CUSTOMER][NEUTRAL] Setting it up, step 2.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so can you do me a favor and get out of it all the way and then go back in to try to set it up since I've updated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I'm back at the login page and it's empty, OK.
[AGENT][NEUTRAL] Have you ever signed up for it before today or today you're signing up as a new user?
[CUSTOMER][NEUTRAL] I should be signing up as a new user. I don't recall ever signing up on this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it letting me go through?
[CUSTOMER][NEUTRAL] Oh, I haven't tried. I was, I just got all the way out. I didn't know.
[AGENT][NEUTRAL] Oh, I'm sorry. I thought you, I thought that's what you were doing. I apologize. Go ahead and I apologize, sir. I should have been.
[CUSTOMER][NEUTRAL] I thought
[CUSTOMER][NEUTRAL] OK, I try the, the new user.
[AGENT][NEGATIVE] My instructions were not good.
[AGENT][NEUTRAL] Yes, go in, um, the.
[CUSTOMER][NEUTRAL] I know, it's it's, it's.
[CUSTOMER][NEUTRAL] OK, give me one second here.
[AGENT][NEUTRAL] As a new user and then.
[AGENT][NEUTRAL] And you're an individual with a policy, you'll choose that option.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see what it does.
[CUSTOMER][NEUTRAL] OK, now it's saying create your user account number, name and all that.
[AGENT][POSITIVE] Awesome, good. That's what it was we needed to update your address, we needed to add in your email address and we needed to update your phone number because that wasn't in there either. So you have to have all those, those three components in order to be able to get it to work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well that's good. OK, well that's great. Well thank you so much for getting that, getting that in there and um I'm just finishing this up then and I should be able to get this in.
[AGENT][POSITIVE] OK, awesome if you need any more help, please always feel free to pick up the phone, Mr. [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][POSITIVE] You're, you're very welcome. You have a blessed one. Thanks for calling [PII].
[CUSTOMER][NEUTRAL] Bye bye.