AccountId: 011433970860
ContactId: 2044dd9d-fef3-44bd-bd58-308d04d52216
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 958429 ms
Total Talk Time (AGENT): 261785 ms
Total Talk Time (CUSTOMER): 230132 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/2044dd9d-fef3-44bd-bd58-308d04d52216_20250522T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm trying to create an account with um ATL, but it said it can't find my information.
[AGENT][NEUTRAL] OK, I'm sorry, say that one more time. Uh, you were trying to set up an account and it's trying to, uh, we need to verify your information. OK. What is your name and policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I don't know my policy number, that's why.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my last name [PII]
[AGENT][NEUTRAL] I'm sorry, spell your last name again for me. It went a little fast for me. [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you say your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] For you to sign and then just wanna just wanna check before it fit.
[CUSTOMER][POSITIVE] No problem
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, 3 or 5.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] But I have a previous number, I don't know.
[AGENT][NEUTRAL] What's the previous number because I'm not showing you in our system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. What is your social?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, and you say you're trying to log on or try to set up on the online service center correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and you're going on to the site of [PII] and select an individual and new user.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh, [PII] and my email is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so say that one more time because I don't show an email address in the system and that could be the reason why you're not able to set up.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK. I would say try again uh because I'm assuming it's because we didn't have an email address in our system and uh make sure you're using your social instead of a member ID number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What is the member ID?
[AGENT][NEUTRAL] No, ma'am, you would need to use your social instead of you trying to use a member ID number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, [PII]. I don't know what to say.
[CUSTOMER][NEUTRAL] Um, the zip code that shows up to you is [PII], I'm sorry, I'm sorry, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it go through and uh let you set up?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I need to put my email, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No user was found with the information.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] The last name is [PII], right?
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know what's going on.
[AGENT][NEUTRAL] Uh, give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Yeah, not that I know that I want.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The zip code.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, I'm wondering if it's because of the 010 and your social. Maybe just instead of using that 0, just added the rest of the numbers and see if that helps.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Because I don't think they are um.
[CUSTOMER][NEUTRAL] Without the 0, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No yeah
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Give me one other thing. Give me one moment.
[AGENT][NEUTRAL] And you're using your social, correct, instead of trying to use a member ID number?
[CUSTOMER][NEUTRAL] Yeah, I'm using my social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And see whether.
[AGENT][NEUTRAL] verify the zip code and the email address.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, just to verify your email address again, you said [PII]?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the zip code [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you're when you're adding your social, are you putting the dashes between each one?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Well.
[AGENT][NEUTRAL] Let me see, let me try one other thing.
[CUSTOMER][NEUTRAL] You go.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, ma'am, I would say try again because I just put in your information and it was, it went to the next step. So I would say try again.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Select new user individual.
[CUSTOMER][POSITIVE] Yeah you could.
[AGENT][NEUTRAL] Name, social, zip code, email, and date of birth and his date of birth, make sure you're using 0.
[AGENT][NEUTRAL] 08, then the uh date, then the year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the social beginning with the 0 or no?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, no, not, um, yeah, take off the 0.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No no next no longer.
[CUSTOMER][NEUTRAL] Only one more.
[CUSTOMER][NEUTRAL] I I.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEGATIVE] Doesn't work.
[AGENT][NEUTRAL] Are you on a cell phone or are you on a laptop?
[CUSTOMER][NEUTRAL] I'm a take the computer.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] The only thing I can think of is if you um clear out your browser history and try again because like I said, I even put in your information and it went to the next step to set up a username and password.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And sorry.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Good, good.
[AGENT][NEUTRAL] And your date of birth again just make sure we have that correct in the system.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Oh, maybe that's the reason because I show 81 in the system. Give me one moment.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Bless it, hold on one moment.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Go yeah.
[AGENT][NEUTRAL] Data
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me correct the date of birth. So it is [PII].
[CUSTOMER][NEUTRAL] I find the one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] The long oh yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What can I do.
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] Alright, give me half a moment, I'm trying to get your date of birth corrected, OK?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] I'll have it going good.
[CUSTOMER][NEUTRAL] OK, oh yes.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] again for them.
[AGENT][NEUTRAL] OK, I would say try now and it should go through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yay, thank you so much.
[AGENT][POSITIVE] Good deal. Yes, ma'am. You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][NEUTRAL] Bye.