AccountId: 011433970860
ContactId: 12800029-6d20-47ae-a590-e69a30aa536d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397619 ms
Total Talk Time (AGENT): 186235 ms
Total Talk Time (CUSTOMER): 131372 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/12800029-6d20-47ae-a590-e69a30aa536d_20250203T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to uh set up my account as a new user and it says that I can't be found.
[AGENT][NEUTRAL] OK, I can help you with that. Is that for your personal policy?
[CUSTOMER][NEUTRAL] Yes, it's through my employer.
[AGENT][POSITIVE] OK, I can definitely help you with that. What is that policy number?
[CUSTOMER][NEUTRAL] I, that's the thing is I, I don't know cause I haven't received the card and I, I go to the doctor tomorrow.
[AGENT][NEUTRAL] OK, um, who, what is the name of your employer?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the next word is [PII], IS.
[CUSTOMER][NEUTRAL] [PII] and this.
[AGENT][NEUTRAL] I actually
[AGENT][NEUTRAL] That name does sound familiar. Let's see, I'm sorry. I'm saying that name does sound familiar, so give me one moment. Let's see if I can find them.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and Miss [PII], let's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, do a quick verification starting with your date of birth, and then we'll move on to your address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your address, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, we need to start with definitely updating your address.
[CUSTOMER][NEUTRAL] Oh, is it? It's probably my old one then [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's exactly what we have. So may I have that street address again?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there an apartment
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The zip code, please, ma'am.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me update that in one more place.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I will tell you this is one of the reasons you can't get in right there. Um, [PII]. Let's verify your phone number.
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the last bit of information, excuse me, let's verify your email address.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so everything is now matching and that was [PII].
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][POSITIVE] A wonderful and that phone number is [PII]. And then we have your work email address [PII], is that [PII]
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] OK, we, we, we need to correct that as well. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Wonderful. Now we're, we should be up to date. Let's see.
[AGENT][NEUTRAL] What's it telling me? What's it doing here?
[AGENT][NEUTRAL] OK, so are you where you can attempt to set it up while we're on the phone?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Are you where you can set your account up, go to [PII]? OK, would you like to do that while we're on the phone together?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, sure, so I go to new user.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Right, and I'm an individual with an APL insurance policy.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][NEUTRAL] OK, next
[CUSTOMER][NEUTRAL] Says last name.
[CUSTOMER][NEUTRAL] [PII]'s my social security.
[CUSTOMER][NEUTRAL] [PII], my residential zip code.
[CUSTOMER][NEUTRAL] My email.
[CUSTOMER][NEUTRAL] And then my date of birth [PII], OK.
[CUSTOMER][POSITIVE] OK, now it worked.
[AGENT][NEUTRAL] Well, it was that zip code that was messing it up. Every dot, every space, everything has to match. All right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sure.
[AGENT][NEUTRAL] So I will tell you now you all are set up online so you will get your ID card and policy from this online service center right here that you're about to go into. So Miss [PII], when you set up, um, excuse me, your password, it does not like for you to use any part of your email address.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then confirmed email.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, it says it's been successfully created.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] There we go. I was able to log in. Great.
[AGENT][POSITIVE] Wonderful. Is there anything else we can assist you with today?
[CUSTOMER][NEUTRAL] Nope, this, this was it.
[AGENT][POSITIVE] All right, wonderful. Well, Ms. [PII], you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.