AccountId: 011433970860
ContactId: 090c4e54-c709-4593-b3a4-d6973bbe574e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1247790 ms
Total Talk Time (AGENT): 177353 ms
Total Talk Time (CUSTOMER): 144276 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/090c4e54-c709-4593-b3a4-d6973bbe574e_20250613T16:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my husband has insurance and he took out a family accident, um,
[CUSTOMER][NEUTRAL] Policy and they forward me the email from the HR lady and to sign on to APL but I can't set it up to get it to set up.
[AGENT][NEUTRAL] OK, let's take a.
[CUSTOMER][NEUTRAL] Just give me an error 401 code.
[AGENT][NEUTRAL] OK, let's take a look and see what we can figure out here. Do you have the policy number by chance?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, we can look it up by name or social. Go ahead.
[CUSTOMER][NEUTRAL] Well let me see if
[CUSTOMER][NEUTRAL] OK. Last name first?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And social is [PII].
[AGENT][NEUTRAL] Let me take a look here. Give me just a moment please.
[AGENT][NEUTRAL] Alright, and then lastly for security, I do need to verify please [PII]'s date of birth and then the address we would have on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] OK, thank you. So part of the issue on here it looks like is there's no email and the email is the user name so we need to add an email.
[CUSTOMER][NEUTRAL] Yes, when we called the HR lady, she said to use just work one when she had to find out that one and can he uses his personal email?
[AGENT][NEUTRAL] Yeah, whatever the preferences.
[CUSTOMER][NEUTRAL] OK, it'd be easier if I use that one.
[AGENT][NEUTRAL] OK, what's the personal email?
[CUSTOMER][NEGATIVE] So it's gonna be all lower case.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So just to reconfirm, I have [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me add this.
[AGENT][POSITIVE] It's just updating here. I appreciate your patience.
[CUSTOMER][POSITIVE] Oh, thanks for your help.
[CUSTOMER][NEUTRAL] I've been working on that for like 2 weeks.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEGATIVE] Well, I was trying to wait for him to be, I mean, I'm on the policy too, but I was like, they probably wanna talk to you and he never gets home early enough.
[AGENT][NEUTRAL] Oh, yeah. No, you can always call since you're an insured on here also, so.
[CUSTOMER][NEUTRAL] OK, yeah, I wasn't sure because to setting a plan setting that portal up I wasn't sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And then I should be able to just do everything through the portal, right?
[AGENT][NEUTRAL] Mhm, yeah, so once we get the email added you should be able to, I just need to add it to both because it looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's an accident policy, but then there's also a disability.
[CUSTOMER][NEUTRAL] Yeah, but it's just the accident for me, I believe.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I just wanna make sure we get it added to both so you guys you don't have any like issues or anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I like I have to call back.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEGATIVE] Very rare for anything to ever happen. I've always, I always made sure I took out all the policies that never had to use them. And then I found, you know, get to the point where you have to use them, it's like totally confusing as far as
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Never having to fill any of this information out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And just to confirm, you guys live in [PII]. Is the zip code [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, this thing is being difficult. I apologize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try.
[AGENT][NEUTRAL] Alright, [PII], if you don't mind, can I place you on just a brief hold because it keeps giving me an error about your zip code, but like I'm not even messing with your zip code. I don't understand here. Um give me just one moment please.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm busy. If you need that, you just need to come get it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], thanks for your patience on this. So I'm having another department they're having to add it and so I'm just waiting for them to respond back that we've got it added in there for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one more moment and I'll be right back with you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] My lord.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, so email's been added. You should be able to move forward now on the online system if you wanna keep me on the line and try it just to make sure you don't run into any more issues I'm happy to happy to wait.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh crap, it's gonna send it out.
[CUSTOMER][NEUTRAL] Oh shoot, i[PII]'s not at work right now, but I think I got it. And let me go to the next page, so I'm thinking.
[AGENT][POSITIVE] OK, yeah, if it, OK, good, yeah, it does send a verification code so yeah you will need access to the email if he's not around, you don't have access to it you can um do it then at a later time but if it lets you move forward, it sounds like you're good.
[CUSTOMER][POSITIVE] Yeah, I, I just went back to the other page and I'll just finish the set up after, but if they go to the next page, so that should be good. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. You're welcome. I hope you have a good day. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Uh-huh, bye bye.