AccountId: 011433970860
ContactId: 14d79f48-5051-4464-96df-c6290cc6b3fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423190 ms
Total Talk Time (AGENT): 183610 ms
Total Talk Time (CUSTOMER): 173793 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/14d79f48-5051-4464-96df-c6290cc6b3fa_20250604T14:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, yes, I'm trying to log into my account and you guys apparently changed your website and I'm putting in my email it's saying that um it's not being verified. They send me the code. It tells me that it doesn't exist. I tried the only two emails that I currently have and apparently.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't exist, but I used to have an account.
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 444.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] Thank you. And could you provide me your full name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. The mailing address is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] 12 thank you. And what is the email address that we have on file for you, [PII]?
[AGENT][NEUTRAL] We don't have one on file for you.
[CUSTOMER][NEGATIVE] Well, I thought it was my personal, my personal one which is [PII], but it's telling me that's not valid, so then I tried the one of my office.
[CUSTOMER][NEUTRAL] Which is [PII].
[CUSTOMER][NEUTRAL] And that one's telling me it's not either so I don't know what email address is on file.
[AGENT][NEUTRAL] We don't have one on file for you, so what what what email would you like for us to put on file for you?
[CUSTOMER][NEUTRAL] Um, do my personal one, no one, [PII], like my name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that's gonna be [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I'm adding all of this.
[AGENT][NEUTRAL] OK, so now try with [PII], but I do know that they did update the um.
[AGENT][NEUTRAL] Our website they did some improvements to it, however, they did send out an email stating that they're working on it because.
[AGENT][NEUTRAL] Different individuals have been calling in in regards to.
[AGENT][NEGATIVE] Them not being able to log on.
[CUSTOMER][NEGATIVE] But you see, like, I don't know what my password is because I used to have it like auto saved, but the problem is that now, um, cause I, this is like I never used to have to sign up with my email. It was like a username and password.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, when I put forget password that it asks me for my email again.
[AGENT][NEUTRAL] Um, so they're working on it. It's, go ahead.
[CUSTOMER][NEUTRAL] Um, it sends me a.
[AGENT][NEUTRAL] What were you about to say?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] So they sent out an email saying that they.
[CUSTOMER][NEUTRAL] Um, when I send
[AGENT][NEUTRAL] So we both can't talk at the same time, so I'm gonna let you talk and then I'll talk.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] So they sent out an email stating that there's an issue with the online account because it's they've improved it however they're fixing on it with technical support and once it's been updated then you I guess you can go on and then put your information in and forget password and then they may send you something because there was no email on file for you.
[AGENT][NEUTRAL] Here in the system and I just added one for you.
[AGENT][NEUTRAL] So I'm not sure if you could try with that email that you just provided me with, but they sent this email out yesterday in regards to the online account because it's been.
[CUSTOMER][NEGATIVE] It says an account cannot be found.
[CUSTOMER][NEGATIVE] It says an account cannot be found with my ID.
[AGENT][NEUTRAL] OK. And you're putting in the [PII]?
[CUSTOMER][NEGATIVE] No, no, no, it's asking me for, for it says an account cannot be found with the provider's user ID, but I'm that they're not asking me for that they're asking me for my email.
[CUSTOMER][NEUTRAL] So I, something's up with the system.
[AGENT][NEUTRAL] Is there something that you need that you're trying to look at online that I can assist you with over the phone?
[CUSTOMER][NEGATIVE] No, I'm trying to file some claims. No, I'm trying to file some claims because I have, I have some, some, um, like 3 claims that I have to file from last month that I paid out of pocket and I need, I need my money back, but God knows how long this is gonna take for, you know, like companies, why fix something that's unbroken type of situation.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well yeah they did some upgrades on the um website and they said they sent out an email saying that there was technical issues going on with it and technical support is promptly fixing on it so.
[CUSTOMER][NEUTRAL] Because now they
[AGENT][NEUTRAL] Um, it's supposed to send you a verification code, but.
[AGENT][NEUTRAL] I'm not, if you're saying that you're.
[CUSTOMER][NEUTRAL] No, it does, all of that happens.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All of that happens like I put my email it's send a verification code, but once I get the
[AGENT][NEUTRAL] But where did they send the verification code to?
[CUSTOMER][NEUTRAL] Once I get the verification code that I put it in, it says.
[AGENT][NEUTRAL] It was sent to the email.
[CUSTOMER][NEGATIVE] It says the account cannot be found.
[AGENT][NEUTRAL] They're saying that it's the issue with it because a lot of insurers called about it yesterday.
[AGENT][NEUTRAL] And technical support is currently fixing on and they said that they will send us an updated email. however, I have not received an updated email saying that the issue had been resolved.
[AGENT][NEUTRAL] So something probably still going on with it. So you may wanna try again later on today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do apologize for the inconvenience, but if, if you're not, if it's not out of your convenience, you can always fax your claims to us.
[CUSTOMER][NEUTRAL] OK, I'll try later on today then.
[AGENT][NEUTRAL] And I can provide you with the fax number.
[CUSTOMER][NEUTRAL] Is the [PII]?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII] is correct.
[CUSTOMER][POSITIVE] OK, OK, let me try that. It doesn't, it doesn't hurt me to go that route.
[AGENT][NEUTRAL] So I do apologize for the inconvenience.
[CUSTOMER][NEUTRAL] Now, like I said
[CUSTOMER][NEUTRAL] Mm, it's OK. Um, like I, um, like I said, I have 3 claims. Do I have to file 3 different, do I have to send it in 3 different faxes?
[AGENT][NEUTRAL] No, just send all of them and once they gathered together if they're for different individuals on the policy.
[AGENT][NEUTRAL] It's theirs for different individuals. Oh no, it's, it'll all be for you, so no, just fa and 11 book fax.
[CUSTOMER][NEUTRAL] No, no, they're all for me, but it's 3 different 3 different, um.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, let me try that and see if it goes through. OK, thank you for your help.
[AGENT][POSITIVE] Alright, I do apologize for the inconvenience, but thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, [PII]. Goodbye.