AccountId: 011433970860
ContactId: 1e1c9990-b0d6-4816-94d6-685049a74679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793450 ms
Total Talk Time (AGENT): 205308 ms
Total Talk Time (CUSTOMER): 183299 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/1e1c9990-b0d6-4816-94d6-685049a74679_20250110T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am trying to set up my account online.
[CUSTOMER][NEGATIVE] And I'm having issues with it.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] And I was gonna see if you could possibly help me.
[AGENT][NEUTRAL] Sure, yes, I can assist you with that. Um, may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] Yes, it's 928-827.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and Miss, may I have your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] It's uh [PII]. My email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, is it giving you an error or it's not letting you register? What is it doing?
[CUSTOMER][NEUTRAL] So I've gotten through, I, I did this yesterday afternoon, all the way through, I thought. And um
[CUSTOMER][NEGATIVE] Anyway, I thought I was ready to go this morning to attach a document, but it didn't recognize me and I called just a few minutes ago and the lady said, Well, you're gonna have to just start all over. And anyway, it's giving me a message now saying, oops, there seems to be a problem. No user was found with the information that was entered to try again, if the error persists, or to contact you all. So that's what I'm doing.
[AGENT][NEUTRAL] OK, um, yeah, it was like incomplete for some reason. I'm looking at it, um.
[AGENT][NEUTRAL] Hm, let me check something when the claim.
[CUSTOMER][NEUTRAL] I'm on step 2.
[CUSTOMER][POSITIVE] And yesterday when I talked to this lady, she's very helpful and my school email address was in there. And so we changed that to my personal email because I don't, I don't get that entrance to the school anymore. I do it personally.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, let me um just spell out um the email address just to make sure it is correct in the system. And that is [PII] which is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, alright, um.
[AGENT][NEUTRAL] Yeah just.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let's, I'm, I'm sorry, but let's start it all over again if you don't mind. Let's go back to the beginning of the page, just go into the website completely like erase or close everything you have and just go back.
[CUSTOMER][NEUTRAL] OK, just like get on the APL site from the beginning.
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][NEUTRAL] OK, um, go ahead and choose that you're an individual and go ahead and fill out the steps like you're doing a new account.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] OK, so I've entered my information. Do you want me to go ahead and hit next?
[AGENT][NEUTRAL] Go ahead, yes.
[CUSTOMER][NEUTRAL] Yeah, same thing.
[AGENT][NEUTRAL] There's still nothing um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me, um, let me go through my end and see why it's not taking it. OK, uh, do you mind holding for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding. All right, so I went ahead and uh did all the steps. So I'm just gonna go ahead and go over the steps with you again and just give you the information exactly how it appears on the system. Um, it did let me go in and I just went ahead and just copy everything I had in the system to, to register. I didn't go to the part to make an account because you need to put that information but um let's just go ahead and start all over again.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, click on I'm an individual, um put your last name [PII]
[AGENT][NEUTRAL] Your social, um.
[AGENT][NEUTRAL] Which, um, let's see, we have um 4.
[CUSTOMER][NEUTRAL] OK. My social, OK, that's what I did wrong. I put my policy number because that was something somewhere along the way that it asked for yesterday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] That is the problem I felt.
[AGENT][NEUTRAL] Oh, OK, yeah, it's.
[CUSTOMER][NEUTRAL] Uh, with no dashes on the, on the social no dashes.
[AGENT][NEUTRAL] No, the ashes all together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] So it's letting me into the next step which I got to yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Doesn't like my.
[CUSTOMER][NEUTRAL] Username, let's see.
[CUSTOMER][NEUTRAL] OK, so let me then.
[AGENT][NEUTRAL] OK. Do you wanna go ahead and try to get in um before you let me go? Yeah, just try to go in and look at your information. You're welcome. No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure. Thank you for that. I appreciate it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I, I knew I was doing something wrong. I just
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Couldn't figure it out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, very good. I, I'm in. And then I wanted to attach my um
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, pathology report and to do that,
[CUSTOMER][NEUTRAL] I just need to go to.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Upload documents.
[AGENT][NEUTRAL] Yes, I've loaded documents. Uh-huh, yes.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It says OK select decline. OK, that'd be me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I guess that's it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says claim upload it successfully.
[AGENT][NEUTRAL] Perfect. So yes, um, it should let you view what you uploaded um on your history and you should receive like an OSC number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Like a confirmation with OSC.
[CUSTOMER][NEUTRAL] Um, oh, there it is. I see it. Yes, ma'am.
[AGENT][POSITIVE] Yes, so that means they came here. That means it's here.
[CUSTOMER][POSITIVE] OK, fantastic.
[CUSTOMER][POSITIVE] All right, well thank you so much for your help and I appreciate you staying on the line with me until I got it done.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] I think I'm good for the moment.
[AGENT][POSITIVE] OK, well thank you for calling APA. You have a good day.
[CUSTOMER][POSITIVE] Alright thank you you have a good weekend.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Yeah.