AccountId: 011433970860
ContactId: 2ef32d43-fb42-4926-9c2b-bcd01a644c22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636900 ms
Total Talk Time (AGENT): 165536 ms
Total Talk Time (CUSTOMER): 323681 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2ef32d43-fb42-4926-9c2b-bcd01a644c22_20250121T18:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, Miss [PII]. Um, I am helping a friend who is having problems getting into her APL account. Her name is [PII]. She's here with me and we, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's tried to create an account and um somebody even gave her a temporary password but none of that's working so we tried to create another account that it's saying there's no such a person in the system and so well.
[AGENT][NEUTRAL] OK. So usually,
[CUSTOMER][NEUTRAL] She's got
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that usually means something in our system isn't matching what's being inputted. So I'll just have to figure out what that is and um correct it. And may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, my name's [PII], but [PII], who is the person is with me.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] So I'll let her know.
[AGENT][NEUTRAL] OK, and [PII], how are you doing today?
[CUSTOMER][MIXED] I'm doing OK, but if we get this figured out.
[AGENT][NEUTRAL] OK, um, may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK, so we don't know her policy number, but the number that we're working from is [PII].
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] You don't have your policy number. I didn't give me the policy number yet.
[AGENT][NEUTRAL] I can give the um policy number. I can look the policy up with the with the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 441
[CUSTOMER][NEUTRAL] 746996
[AGENT][NEUTRAL] OK, hold on one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] We're kind of old and this is kind of not in our wheelhouse so.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] So you appreciate
[CUSTOMER][POSITIVE] All the help we can get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I found the policy here. So hold on one moment. I'm pulling it up now.
[AGENT][NEUTRAL] OK, and [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] And then your home address and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, but this liberty emails going away, so, OK, and um the zip code is [PII].
[CUSTOMER][NEUTRAL] And my Gmail uh account is MS.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wait, hold on one moment. So we have the Liberty Health on file. Can you verify that one and then I can update it?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and when you were entering, OK, when you were entering that information into the online service center, were you entering your Gmail or the Liberty Health?
[CUSTOMER][NEGATIVE] But that will be going away.
[CUSTOMER][NEUTRAL] Of my Gmail.
[AGENT][NEUTRAL] OK, so that may be the error. What's your um Gmail, Gmail email address?
[CUSTOMER][NEUTRAL] This this one, the MS.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Period TA's probably what it is [PII].
[CUSTOMER][NEUTRAL] That's probably what it was.
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment, let me save that one.
[CUSTOMER][NEUTRAL] That's probably what it was.
[CUSTOMER][NEUTRAL] Well, that's only a step of it.
[CUSTOMER][NEGATIVE] That's one problem.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Um, if you are on the online service center, if you'll refresh the that main page there.
[CUSTOMER][NEUTRAL] OK. How do I, OK, refresh it?
[CUSTOMER][NEUTRAL] OK, and try again, but, but, and try to do a new user again because when she.
[AGENT][POSITIVE] Well, I'm gonna walk with, I'm gonna walk with you through it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so do I do a log in or no be a new user?
[AGENT][NEUTRAL] You're gonna do new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm an individual. Mhm.
[CUSTOMER][NEUTRAL] I'm an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got that [PII] uh you're gonna have to give me your oh, I can enter your policy number I remember I.
[AGENT][NEUTRAL] No, no, no, no, no, your full, no, hold on, your full social goals in that field there.
[CUSTOMER][NEUTRAL] OK, you have to give it to me again. 441.
[CUSTOMER][NEUTRAL] 74699696. OK. 74126.
[CUSTOMER][NEUTRAL] 26 and we're gonna do the the t email.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII] and we're gonna do 10.
[CUSTOMER][NEUTRAL] 021-633.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] No, I still couldn't find you. Now under this Miss [PII], is there any capitals but.
[AGENT][NEUTRAL] No, no, no, no, no, hold on, hold on one second. That doesn't say that. That says an account already exists, so let me go look for the username that's already on file. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the username.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK, OK, so that's under so I need to go back, OK.
[AGENT][NEUTRAL] So you'll go now into login.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII] OK and then we have a temporary password um.
[AGENT][NEUTRAL] Well, no, no, no. Hold on, hold on. So after you put the username, you're gonna click forgot or reset password.
[CUSTOMER][NEUTRAL] OK, got it. And then reset then try the uh and I'm gonna do the username again, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now it's gonna ask me to to give you a text you a password.
[CUSTOMER][NEUTRAL] OK, so that's gonna come to your, you're gonna get a verification on your phone, OK.
[CUSTOMER][NEUTRAL] So yeah we did the whole underscore business was.
[CUSTOMER][NEUTRAL] The code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Woohoo!
[CUSTOMER][NEUTRAL] OK, now we can set a new password, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what do you want your password to be [PII]?
[CUSTOMER][POSITIVE] It will help in the end.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it needs to be different than that temp password.
[CUSTOMER][POSITIVE] You wanna see oh yeah.
[CUSTOMER][NEUTRAL] Help.
[CUSTOMER][NEUTRAL] Uh, you want your last date of birth or something? He [PII] it down to, yeah, well, I'm writing it right there for you.
[CUSTOMER][NEUTRAL] Oh, go come back.
[CUSTOMER][NEUTRAL] Uh, let's see if that works.
[CUSTOMER][NEUTRAL] 63 money.
[CUSTOMER][NEUTRAL] We say symbol but I didn't remember that. Oh, it doesn't match.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for being patient with us.
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEUTRAL] OK, I had, I had to add a money to your, you have the money to pass.
[CUSTOMER][NEUTRAL] We're two older folks? OK. OK.
[AGENT][POSITIVE] Well, y'all are doing good. I, I don't even know it.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Now she's gonna send me the pictures of what she needs to upload and we're gonna upload it, right?
[AGENT][NEUTRAL] Right, you see the, do you see, well, once everything comes up, you'll see where it says um it may say file documents or upload documents, you'll click on that.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And then it'll, you'll follow the prompts, it'll show you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. We appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Not that we know of. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you. OK, bye bye. OK, so I'm gonna take pictures.
[AGENT][POSITIVE] You're welcome. Bye bye.