AccountId: 011433970860
ContactId: 32cf5965-f69f-4a4a-b5cc-906ffd15f750
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453880 ms
Total Talk Time (AGENT): 145529 ms
Total Talk Time (CUSTOMER): 105118 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/32cf5965-f69f-4a4a-b5cc-906ffd15f750_20250127T17:13_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello. I'm calling to uh set up my online profile, like the account.
[AGENT][POSITIVE] Oh yeah I can definitely help you with that online service center today and.
[AGENT][NEUTRAL] Do you mind if I get your name and a good call back number real quick?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII].
[AGENT][POSITIVE] Perfect [PII] and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 12, perfect. And [PII], do you have your policy number handy?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] It is 2576738. That's my member ID. Is that what you wanted?
[AGENT][NEUTRAL] Um, I'm pretty sure that sounds like the right number and oh yes, it did pull you up. Would you be able to verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Fabulous, thank you. And then nextly would you be able to also go ahead and verify for me your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and we're almost done [PII] if you could just verify the email address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, thank you. And then let's see what is going on with your online service center so.
[AGENT][NEUTRAL] How far along in the process are you? Do you know where the website is yet or how to get there?
[CUSTOMER][NEGATIVE] So I was on the website. I um don't think I have an account yet, so I hit new user and then it says provide the following information for an individual account. It asked me for my last name. I tried, I have two last names. I tried putting them both with a space in between, without a space in between, putting just my first last name and none of it worked.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so let's go through. I have both your last names and maybe there's a spelling um error on here, but let's double check that I have [PII] with a space, so [PII] and then [PII]
[CUSTOMER][NEUTRAL] Yup, that's it.
[AGENT][NEUTRAL] OK perfect so here I'm gonna go through this step by step and make sure I'm typing in like the same information and see if I can help identify perhaps where the error is.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then that next section are you entering your social security number there?
[CUSTOMER][NEUTRAL] No, just it says Social Security or member ID so I'm putting the member ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're gonna wanna put your Social Security um the member ID that they're referring to is we have one particular group um that worked with us that didn't give us social security numbers they give us individual member IDs um so for that line you are gonna wanna use your social security number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see if it works.
[CUSTOMER][POSITIVE] Yeah, it seems to be working.
[AGENT][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Let me see if it lets me make the couch.
[AGENT][NEUTRAL] And [PII], I do have if you'd like I can send it to you. I do have a user guide for that online portal that kind of just talks you through all the different features and how to like access them and what to do on it. Would you be interested in like getting that and having it just on hand if you need it as a reference?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, not right now. I'm just trying to see if I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can make the account um just trying to, because it's asking me like it has to be a specific like um with like special characters and stuff, so I'm trying to do that right now.
[AGENT][POSITIVE] OK, perfect, absolutely.
[CUSTOMER][POSITIVE] OK. It appears that it, that it worked, that I was able to create an account.
[AGENT][POSITIVE] Wonderful.
[AGENT][POSITIVE] Awesome and then that last step once you verify your email address I'll send you that um after that you should have access to everything through that online portal.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. I'm really glad I was able to help today and I just hope you have a fabulous week.
[CUSTOMER][POSITIVE] Thank you.