AccountId: 011433970860
ContactId: 29cf5da8-55af-4117-8e0d-d23a6b049b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511690 ms
Total Talk Time (AGENT): 142186 ms
Total Talk Time (CUSTOMER): 153283 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/29cf5da8-55af-4117-8e0d-d23a6b049b84_20250611T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh, hi. Uh, yeah, I cannot log into my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For APL.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEGATIVE] I said no user was found with the information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My name is [PII]. Last name looks like [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number. Let me see if I can pull that up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't have a policy number right now, no.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, mailing address. Uh-huh.
[CUSTOMER][NEUTRAL] Uh email address is.
[CUSTOMER][NEUTRAL] Oh, well, the mail address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] It should be under.
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII].
[AGENT][NEUTRAL] No sir, I show a Gmail account.
[CUSTOMER][NEUTRAL] Um, maybe be [PII].
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] And uh did you set up a new account or are you trying to log on because you previously set up before?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh, I think I'm trying to find a new account. I think you guys changed your, uh, whole system up, so it's not the same as it was before.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, so I think I'm just creating a new account at this point.
[AGENT][NEUTRAL] OK, I select create a new account and select insured.
[AGENT][NEUTRAL] Um, then it will ask for your last name, social.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, zip code, email address, and date of birth. What email address were you entering when trying to set up?
[CUSTOMER][NEUTRAL] Uh, my work email.
[AGENT][NEUTRAL] Uh, that could be the issue because what.
[CUSTOMER][NEUTRAL] So the [PII].
[AGENT][NEUTRAL] Because what we have in the system is the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'd like to change that, I guess.
[AGENT][NEUTRAL] OK, what email address you want us to change to?
[CUSTOMER][NEUTRAL] If that's possible.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the rest of the, uh,
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Or you could do collect [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, what [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I would say try now. I have just updated your email.
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] I just don't know my password.
[CUSTOMER][NEUTRAL] If I do forgot password.
[AGENT][NEUTRAL] No sir, you would need to create a new account.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] insured.
[CUSTOMER][NEGATIVE] No user was found with this information.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And between the quest and locums, is there any dot or dashes or it's no spaces at all?
[CUSTOMER][NEUTRAL] No spaces, so it's B like the, the [PII] is [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that's what I have.
[AGENT][NEUTRAL] Um, I can send a request for uh someone to give you a call back to assist.
[AGENT][NEUTRAL] Or um an email.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have, um, and what are you using as far as the browser, is it?
[AGENT][NEUTRAL] Chrome or Edge.
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if you like, I can send a request so a representative to call you back or um contact you back via email.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Uh, which would you prefer, phone or email?
[CUSTOMER][NEUTRAL] Phone
[AGENT][NEUTRAL] Uh, what a, what is a good callback number for you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I apologize, your phone cut out. Say again, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll send a request and have someone get in contact with you. I'm sorry.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][NEUTRAL] You're welcome. And another like um
[AGENT][NEUTRAL] Maybe a troubleshooting method is probably clear out your browser history or clear up your cache in your browser, and that could probably help.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'll try that.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APM Mr. [PII]. You have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mhm, bye.
[CUSTOMER][NEUTRAL] Bye-bye.