AccountId: 011433970860
ContactId: 2cdca366-c76b-41c7-905b-fa1d326c03cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361609 ms
Total Talk Time (AGENT): 161019 ms
Total Talk Time (CUSTOMER): 109279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/2cdca366-c76b-41c7-905b-fa1d326c03cb_20250326T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hey, my name is [PII]. Um, I'm trying to log on on the website and it's saying that I don't have an account.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the online service center. Can I please get your policy number?
[CUSTOMER][NEUTRAL] I don't have it in front of me. Um, are you able to look it up a different way?
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Yes ma'am, I can look it up with your social.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] OK, let me pull you up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, and then I'm also going to need for you to verify your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] OK, so it's um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is uh [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK, can you repeat your number one more time for me because I need to add it into the system and I wanna make sure I've got it correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I noticed that you have um your email address looks like it might be your work email address did you want me to change that to the address or should we leave it the work email address? Because when you go on the online service center, the phone number, address and email address all have to match perfectly.
[CUSTOMER][NEUTRAL] Oh OK I I thought I had my.
[CUSTOMER][NEUTRAL] I thought I had my personal one on there, but either way is fine if if it's my work it's OK.
[AGENT][NEUTRAL] We'll leave it
[AGENT][NEUTRAL] OK, we'll just leave it the way it is right now. um, let me, let me go and check and make sure that I've got everything correct on your demographics.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you do me a favor and get out and then back in and try to get back in Miss [PII] since I've updated that phone number?
[CUSTOMER][NEGATIVE] Yeah, I, I couldn't even get in at all.
[AGENT][NEUTRAL] OK, let me see uh what's going on here.
[CUSTOMER][NEUTRAL] Yeah, I was because I was trying to.
[AGENT][NEUTRAL] I'm gonna get into it and say, OK, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This there's two things going on.
[AGENT][NEUTRAL] When you first get into it, you're gonna sign up as a new user and then the second option you're going to choose is you are an individual with a policy.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, right now it's saying pending pending manager status, so you'll need to go back and do new user.
[AGENT][NEUTRAL] An individual with an APL policy.
[CUSTOMER][NEUTRAL] OK, so now it's saying create your account because I use my work email address so now that I guess that's the way I'm getting in.
[AGENT][NEUTRAL] Yes ma'am, but
[CUSTOMER][NEUTRAL] I, I got a little further this time using my work OK.
[AGENT][NEUTRAL] Yes, ma'am. Make sure that you change that, um, uh, account status to individual.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Because otherwise it goes through the process that you're the manager for the group and for your whole company and it's it's a long it's a long process to be able to get the emails and things to be the manager.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] 383-35782.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, it just says submitting. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On that second screen on that drop down, did you change it to individual?
[CUSTOMER][NEUTRAL] I did, yes ma'am.
[AGENT][POSITIVE] OK, awesome.
[CUSTOMER][POSITIVE] OK, it looks like I'm, I'm logged in now so that's good.
[AGENT][POSITIVE] Awesome good deal I'm glad we got you in.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, I think that's all. If I have any more questions, I'll give you a call back, but I think I, I think it, I got it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome good deal and like you said, if you have any more questions or concerns, always feel free to pick up the phone, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I hope you have a good day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome have a good one. All right, bye.
[AGENT][NEUTRAL] You too. Bye-bye, ma'am.