AccountId: 011433970860
ContactId: 07008431-90a0-49af-8077-3874d5f84e9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1259689 ms
Total Talk Time (AGENT): 341468 ms
Total Talk Time (CUSTOMER): 367794 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/07008431-90a0-49af-8077-3874d5f84e9a_20250205T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I have a Erica and the insured on the phone.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 022.
[CUSTOMER][NEUTRAL] Hold on, let me start over. 02212862.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And she's trying to get on the online service center but it's not letting her reset her password. Can you help her with that?
[AGENT][NEUTRAL] OK, I sure can. Yes. This is [PII] on the phone?
[CUSTOMER][NEUTRAL] Yes, uh-huh, she was trying to upload a claim, but it wouldn't letting her reset her password, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, got you.
[CUSTOMER][POSITIVE] And I already helped her with the claim and all and gave her the fax number so she can fax it in case she can't get in.
[CUSTOMER][NEUTRAL] But it's still showing as long as it's showing active, she should be able to get in, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She should, yes.
[CUSTOMER][NEUTRAL] A question of mine, this is just my question. If it's policy is loud, can they no longer get in it?
[AGENT][NEGATIVE] That's right, they can't.
[CUSTOMER][NEUTRAL] That's what I thought. OK. That's what I told her, but that's what I thought of their policy, but hers is still showing active, she should be able to get in.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, she should. Yes, I was just looking. It is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I'll let you help her with that then.
[AGENT][NEUTRAL] OK, OK. Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You are welcome. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, [PII], this is, I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] Fine, thank you.
[AGENT][NEUTRAL] Uh, some, um,
[AGENT][NEUTRAL] I'm so sorry. [PII] was just saying that you were trying to set up your account on the online service center or log into it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Um, now this policy, your husband is the primary, um, insured on the policy, and we do have his email information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it would have
[CUSTOMER][NEUTRAL] You have his email address?
[AGENT][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] I'm sorry, did I lose you?
[AGENT][NEUTRAL] Um, do you have his email?
[CUSTOMER][NEUTRAL] I do. I have two different email addresses. I'm gonna, I'm gonna.
[CUSTOMER][NEUTRAL] Uh, give you one of them and then you tell me if it's not the right one. Is that good?
[AGENT][POSITIVE] OK, thank you. Yes, ma'am. I appreciate that. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] It's not that one.
[CUSTOMER][NEUTRAL] OK, um, hang on a second.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes ma'am. That's what we have, yes, ma'am.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. Um.
[CUSTOMER][NEUTRAL] OK great do you need other things from me?
[AGENT][NEUTRAL] Uh, no, ma'am, that is it. Um, now when you're um trying, are you trying to register the account?
[CUSTOMER][NEGATIVE] Yeah, I thought that I had already done that and it populated a user name and a password, but that is apparently incorrect and I haven't used the account I don't know if I've ever used the account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then I tried to do a new user and I put in all of his information but it said we don't have anybody by that name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As a as a, you know, member. So I just didn't know if there's a way we could reset it and I could start over, um, or if you could give me a username and password that I've used that I didn't realize I used.
[AGENT][NEUTRAL] OK, now I do show that it has not been set up before um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] As a new user.
[AGENT][NEUTRAL] I'm just looking cause it looks like it's been started, um, and that might have been you doing that today. Um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it it should ask for his social and the zip code and then his email address um and if those match what we have in our system it should let you go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] You know maybe I put the wrong email in.
[AGENT][POSITIVE] Yes, and that would make a difference for sure.
[CUSTOMER][NEUTRAL] OK, let me just try really quick and see.
[CUSTOMER][NEUTRAL] If I can um put in the right email.
[AGENT][NEUTRAL] And you may, if this doesn't work close that browser and then come back, um, a lot of times that helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, now it's letting me at least create a user name.
[AGENT][POSITIVE] Oh, good, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see if this works.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No it's gonna make me
[CUSTOMER][NEUTRAL] Alright, I'm clicking.
[CUSTOMER][NEGATIVE] Next and nothing is happening.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hang on, let's just give him a second maybe.
[AGENT][POSITIVE] Hopefully so.
[CUSTOMER][NEUTRAL] Hey babe, just one second. 95. Wow, that's low, yeah.
[CUSTOMER][NEUTRAL] Username
[CUSTOMER][NEUTRAL] And create a username over here. I'm having.
[CUSTOMER][NEUTRAL] Let's see if this is it is red in the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Box, does that mean it's not not enough like it's not valid?
[AGENT][NEUTRAL] Um, oh, it's.
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Like what box is that that?
[CUSTOMER][NEUTRAL] The password is red.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I, but it's telling me I've done all the things. Let's just see if, well, I'm not in trouble.
[AGENT][NEUTRAL] All of the special characters and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I'm just thinking about that cause we do ask for everything, you know, um.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey buddy, I need to finish this conversation. No, after we eat since your breakfast, you can't OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So it's not liking your password.
[CUSTOMER][NEUTRAL] Guess not.
[CUSTOMER][NEUTRAL] It's well, I mean it says that I've done all the things.
[CUSTOMER][NEUTRAL] But for some reason it's blue in the I mean it's red in the box and all the other boxes are blue so I'm gonna assume.
[CUSTOMER][NEGATIVE] That means that it's not happy with it, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And if in the password if it has anything that's in the email address um.
[AGENT][NEUTRAL] I know that
[AGENT][MIXED] It doesn't like that. But other than that, um.
[AGENT][NEUTRAL] I'm not sure why it would.
[AGENT][NEGATIVE] You know, have a problem. Oh.
[AGENT][NEUTRAL] I am looking at that.
[CUSTOMER][NEUTRAL] Maybe if I just use the edit the strong password that they.
[CUSTOMER][POSITIVE] Recommended and I edit it to add a symbol. OK, now let me try this.
[CUSTOMER][NEUTRAL] Yeah, even when they use the recommended password, you know.
[CUSTOMER][NEUTRAL] It's a different one it's not letting me.
[AGENT][NEUTRAL] What, um,
[AGENT][NEUTRAL] User name are you using?
[AGENT][NEUTRAL] Just so I'm gonna try to see um.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are the names um capitalized?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] Did you capitalize the names and the user name?
[CUSTOMER][NEUTRAL] No, I didn't it's all, it's all lower case.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What? I, oh sure.
[AGENT][NEUTRAL] I just don't know
[AGENT][NEUTRAL] Why it's
[AGENT][NEGATIVE] Giving you a hard time on that password.
[AGENT][NEUTRAL] I wonder if you can do reset password that it may not work but um.
[AGENT][NEGATIVE] I just can't
[AGENT][NEUTRAL] You know, see any.
[AGENT][NEUTRAL] Reason
[AGENT][NEUTRAL] Why it's acting like that?
[CUSTOMER][NEUTRAL] Do you think I should
[CUSTOMER][NEUTRAL] Should I go back into log in and try to log in?
[AGENT][POSITIVE] Yes, ma'am. Do try to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Log in and I'm gonna try the brand and the new the the new user ID that I.
[CUSTOMER][NEUTRAL] And the new password that I created and I'm gonna click submit.
[CUSTOMER][NEGATIVE] And then it says invalid user name or password so now I'm gonna click forgot or reset password.
[AGENT][NEUTRAL] Yes. OK.
[CUSTOMER][NEUTRAL] Enter my username.
[CUSTOMER][NEUTRAL] and Eri accounts.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEGATIVE] Provided username doesn't exist.
[AGENT][NEUTRAL] Oh my word.
[AGENT][NEUTRAL] Go if you don't mind, um, X out of that browser and come back and just start over and see what it does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause I do see on my side that it is, it um
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You know, started the registration.
[AGENT][NEUTRAL] But I'm not seeing the username and usually that will populate on our side and it's not so I'm wondering if it just had a little glitch there.
[AGENT][NEUTRAL] Because it does show
[CUSTOMER][NEGATIVE] Yeah, it's again not doing it.
[CUSTOMER][NEUTRAL] And they go out again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so again it's not it's saying invalid user name or password.
[CUSTOMER][NEUTRAL] If I click reset password and enter my username.
[CUSTOMER][NEUTRAL] And it's saying the provided user name does not exist.
[CUSTOMER][NEUTRAL] Are you showing the user name that I created as Brian and [PII] accounts? Is it showing you that?
[AGENT][NEUTRAL] Yeah, it is.
[AGENT][NEGATIVE] It is not, it does show that um you started setting up the account but it doesn't show the username and usually it will um.
[AGENT][NEUTRAL] So I'm wondering if, if you don't mind, I'm so sorry, but if you will do the new user again.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just enter all of his.
[CUSTOMER][NEUTRAL] And I'll click I'm an individual, right? I'm an individual.
[AGENT][POSITIVE] Yes, that's right. Yes, ma'am.
[CUSTOMER][NEUTRAL] And I'm gonna go ahead and put in his information again counts and his social.
[CUSTOMER][NEUTRAL] And zip code.
[CUSTOMER][NEUTRAL] In the email.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, now I'm back to creating my account with a user name and password.
[CUSTOMER][NEUTRAL] Do you want me to fill that in again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, I have all yellow.
[CUSTOMER][NEUTRAL] And blue squares now.
[CUSTOMER][NEUTRAL] And I'm clicking next.
[CUSTOMER][NEGATIVE] And it is not going to the next page.
[AGENT][NEUTRAL] And like that, I do see where you've entered that information again.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] But it is not showing the username.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] At this point, I just do not know. Um, now, I will check on this for sure.
[CUSTOMER][POSITIVE] I'm glad it's not just me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, there could be something going on that I don't know about. Um, but once it lets you get to the point you're at, you, it should not be doing that, you know, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You should be able to set up that user name and password and and go on, you know, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so I don't have an answer to that, but I will definitely get with our IT team and see about it.
[AGENT][POSITIVE] Um, but I definitely wanna get you in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think I can um
[CUSTOMER][NEUTRAL] I think I can do my what I need to do. I need to file a claim and I think I can do that with a fax. [PII] sent me a fax number, so I'm gonna try.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] I'm gonna try that route and then um but if you could because I think I I might need to be able to access it later so if you don't mind looking at it and letting me know that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I sure will. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Um, and I do have your callback number is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, yes.
[AGENT][POSITIVE] I will definitely check on this.
[CUSTOMER][POSITIVE] Great. Thank you.
[AGENT][NEUTRAL] OK. And you're welcome, and I am sorry, but you will be hearing back from me.
[CUSTOMER][POSITIVE] OK, that sounds great. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] I don't think so. I think that's that's all for now.
[AGENT][POSITIVE] OK. Well, you have a good day, Ms. [PII] and thank you for calling APL. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][NEUTRAL] Bye.