AccountId: 011433970860
ContactId: 21fc4540-0dd3-4d0a-8e26-c69d320a5cbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367839 ms
Total Talk Time (AGENT): 119379 ms
Total Talk Time (CUSTOMER): 113628 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/21fc4540-0dd3-4d0a-8e26-c69d320a5cbb_20250624T15:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling. I already had an account created, um, but it's not locating me, so I tried to create another account and it's still not locating me. So I'm just trying to figure out what I need to do.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, sure. I can assist you with that. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And do you know the policy number?
[CUSTOMER][NEUTRAL] Would that be the payer ID?
[AGENT][NEUTRAL] Uh no, it's gonna be the numbers in the bottom. Mhm.
[CUSTOMER][NEUTRAL] Oh, policy, uh.
[CUSTOMER][NEUTRAL] So I have a policy start number that's 02518259.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Thank you. All right. And may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] deb. [PII]. [PII].
[AGENT][NEUTRAL] OK, so it looks like we need to update that email that's most likely the reason that you're not able to get in. So, uh, let me have that personal email uh it's gonna be your work email, the one that we have.
[CUSTOMER][NEUTRAL] What does it have?
[CUSTOMER][NEUTRAL] Oh, it has the [PII]. Maybe that's why, but yeah, if we can change that to my personal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and go ahead with your personal one more time so I can update the system.
[CUSTOMER][NEUTRAL] Uh, yeah, that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure it changes everywhere before you try it again. One moment.
[AGENT][NEUTRAL] OK, let me make sure I did change everywhere.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Will I have to recreate an account or?
[AGENT][NEUTRAL] Yes, you do have to recreate the account if you have not done so since the the beginning of this month because we changed platforms so everybody needs to recreate the account. OK, so, um, right now if you want to go ahead and close anything that you have opened so far, clear your cache and the history so nothing gets stuck and go ahead and go back to the website, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get to the point that you need to put your information, only 3 things are needed, your last name, email, and date of birth only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Last name email date of birth because it asked for the social or and member ID but only did the last name. OK, I see the three asterisks.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Verification is necessary. Please click send. OK, so my email address.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK dokey, I got in that time so um my partner is the exact same thing, um, so do I need to get his so that we can change his email too or he'll be able to create an account like I just did he just has to use his work email and then he can change his email address in the account right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, if he, if he don't know if we have the personal or the work um he probably needs to call us to get that information, um, but if he knows which one we have on file, he just needs to use the one we have on file now the personal will work a lot better if we have the personal instead of the work. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect I'll have him take care of that. Thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's everything. Thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling ATO. Have a good day bye.
[CUSTOMER][NEUTRAL] You too bye