AccountId: 011433970860
ContactId: 06f144ad-1564-48cd-8bc7-b11c2665714c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354359 ms
Total Talk Time (AGENT): 93866 ms
Total Talk Time (CUSTOMER): 175447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/06f144ad-1564-48cd-8bc7-b11c2665714c_20250611T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], was there issues, uh, this morning? I was I was on, I was trying to get online and trying to get someone on the line, but I was, I was waiting forever. Was there problems this morning?
[AGENT][NEUTRAL] Uh, we were really, really busy, um.
[AGENT][NEUTRAL] Do you, is there, do you want me to look up something now?
[CUSTOMER][NEUTRAL] Well, what I was, I was trying to register, uh, in the new system, and it, uh, would not let me do it. It said call this, call this number. You got time so we, we, we can do it we can do it together real quick.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, hold on, I'm just logging it in. Yeah, let me get that for you.
[CUSTOMER][NEUTRAL] Sorry, I didn't think you're gonna answer that quick, but congratulations, [PII]. Let's see hold on APL.
[CUSTOMER][NEUTRAL] OK, my policy number.
[CUSTOMER][NEUTRAL] Is 02460299.
[CUSTOMER][NEUTRAL] Yeah, that's it then you have the ML 7 and 8 after that.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] OK. And then can you give me your name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And then what about your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, you know, me and my wife are, are, are separate members. I wonder if it's because she has this, uh, anyway, hers is [PII]. I don't know if mine is the same or mine is [PII].
[AGENT][NEUTRAL] OK, we've got [PII]. Do you want to change it or you want to keep it the same?
[CUSTOMER][NEUTRAL] And if she had
[CUSTOMER][NEUTRAL] Well, if she has the same one, do you think that might, uh, stop the, uh, the, the registration?
[AGENT][NEGATIVE] Uh, no, it shouldn't, um.
[AGENT][NEUTRAL] You wanna, are you on there right now?
[CUSTOMER][NEUTRAL] I am, yeah, I got, I got my last name. I got my social. I got my zip code [PII]. I got [PII]. I got my date of birth and when I hit next, I'm, I'm on [PII] sign up.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And then when I hit next it says big X error. We cannot create an account with this information. Reach out to the insured admin to be invited to the account. If this error persists, please contact customer service option 4.
[AGENT][NEUTRAL] OK, and you're on insured. You picked insured as a role that describes you?
[CUSTOMER][NEUTRAL] I did, yes, yeah.
[AGENT][NEUTRAL] Do you know what?
[CUSTOMER][NEUTRAL] To provide the following information for an insured account. I wonder if I.
[AGENT][NEUTRAL] Oh, do you know what browser you're using?
[CUSTOMER][NEUTRAL] Oh, I'm using uh uh Chrome.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, do you know how to
[CUSTOMER][NEUTRAL] I wonder if I should.
[AGENT][NEUTRAL] Your cache, like your browser history.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] OK, that's history.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Shucks, where does he go? OK.
[CUSTOMER][NEUTRAL] I'm here at uh oh delete browsing data OK there it is.
[CUSTOMER][NEGATIVE] Delete data.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, done.
[AGENT][NEUTRAL] OK. And then can you try again?
[CUSTOMER][NEUTRAL] Let me just refresh it.
[CUSTOMER][NEUTRAL] So you may, OK.
[CUSTOMER][NEUTRAL] OK, kick me out, go back to insured.
[CUSTOMER][NEUTRAL] And then put my last name, put my social.
[CUSTOMER][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] OK, let's see what happens next, er, son of a gun.
[AGENT][NEUTRAL] OK, let me see on my side.
[CUSTOMER][NEUTRAL] You, I tell you what you want, you wanna try changing the email address and then we'll uh we'll try it again?
[AGENT][NEUTRAL] So on the email address you have [PII]?
[CUSTOMER][NEUTRAL] Which is my wife's also, so I think let's let's let's put my work email.
[AGENT][NEUTRAL] OK, let me try one more thing before we do that. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah, I don't see.
[AGENT][NEUTRAL] Not sure why it's.
[AGENT][NEUTRAL] Won't let you create it. OK, let's see.
[AGENT][NEUTRAL] Uh, yeah, let me, uh, I can change your email. I don't think it's gonna help, but, um, let's change it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At when you're ready.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. [PII], correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, let's try that and see if.
[CUSTOMER][NEUTRAL] Let me know.
[CUSTOMER][NEUTRAL] Can I go ahead and hit next? You, you did it already?
[AGENT][NEUTRAL] Uh, yes, you can hit next.
[CUSTOMER][NEUTRAL] Uh huh, that's what it likes.
[AGENT][NEUTRAL] OK, well, that's interesting. Uh, that's a new one for us then. Um, OK, so it was.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, put that, put that in the books and I, I'll create my new password. OK, thanks a lot, dear, I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling API. Have a good evening.
[CUSTOMER][POSITIVE] OK. Take care. You too. Bye-bye.