AccountId: 011433970860
ContactId: 34c5dd7b-4ba3-4331-8bf8-ad95962a9f15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388540 ms
Total Talk Time (AGENT): 114895 ms
Total Talk Time (CUSTOMER): 155886 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/34c5dd7b-4ba3-4331-8bf8-ad95962a9f15_20250603T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, hello. How may I assist you today?
[CUSTOMER][NEGATIVE] Yes, um, I'm trying to get logged on. I can't log on anymore to get my information and needed help with that.
[AGENT][POSITIVE] OK, sure. I can assist you with that. May I have your name?
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes, let me see, let me pull it up for a second here.
[CUSTOMER][NEUTRAL] 0254
[CUSTOMER][NEUTRAL] 9121.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, it's a birthday of [PII].
[CUSTOMER][NEUTRAL] Um, email is, uh, I'm not sure which email, maybe [PII].
[AGENT][NEUTRAL] Yes, that's the one we have in.
[CUSTOMER][NEUTRAL] Or, OK, that one. Yes. And then what was the other thing? I'm sorry. Address. Uh 6, yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The address? Uh-huh.
[AGENT][NEUTRAL] OK, perfect. Thank you. OK, so we, we did our um online service centers, so you will have to register again because all the accounts need to re-register, OK? So, um, all you need to do is go to the website at either [PII] or secure. [PII] and go to the sign in page and click on create account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I've tried that. I've done it like so many times and nothing happens.
[AGENT][NEUTRAL] OK, uh, let's go ahead and do it together.
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, so um let me know when you're in front of the computer and you have the website open.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'm going to.
[CUSTOMER][NEUTRAL] Alright, sign in. OK, so I need to hit create.
[AGENT][NEUTRAL] Yes, yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] You're the insured and click this.
[CUSTOMER][NEUTRAL] Insured, OK, and next.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, but the last name, the mhm.
[CUSTOMER][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name and then.
[AGENT][NEUTRAL] Social, zip code.
[CUSTOMER][NEUTRAL] Social security number?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] So, OK, 4.
[CUSTOMER][NEUTRAL] Alright, and then zip code.
[AGENT][NEUTRAL] And you're gonna put the email we have online.
[AGENT][NEUTRAL] Which is the ISD.
[CUSTOMER][NEUTRAL] OK, let me do that.
[CUSTOMER][NEUTRAL] Yes, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and then hit next.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, it's never done that before, but uh you, you must have been good luck because I had no issues at all that time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's OK. I can stay here until you're in. Uh, do you, do you wanna go ahead and continue? Yeah, OK. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, let me do that. Thank you so much. Yes, I, I'll go ahead.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's weird. OK, [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Claim not verified email address, so I need to send verification. OK, I gotta do that. That's right.
[CUSTOMER][NEUTRAL] It said claim not verified email address.
[AGENT][NEUTRAL] OK, so you put the same email that you put in the beginning and you click to get the code. OK, so once you got the code, you put it in and then you put the password and everything or?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What did you do next?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try that real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Um, yes, here it is. It came up perfectly.
[CUSTOMER][POSITIVE] Thank you. I've got uh the terms of use and private policies coming up.
[AGENT][NEUTRAL] OK. Mm right.
[CUSTOMER][POSITIVE] Awesome. Well, thank you. You have made my day because I've been trying to do this for 2 days. I appreciate it.
[AGENT][POSITIVE] You're welcome. Oh, you're welcome. Is there anything else I can help you with today?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, no, thank you. I appreciate your help. Thank you so much.
[AGENT][NEUTRAL] You you got it from here or you want me to wait until you're in?
[CUSTOMER][POSITIVE] Yes, I'm good.
[CUSTOMER][POSITIVE] I'm good, thank you so much.
[AGENT][POSITIVE] You got it. OK. Alright. You're welcome. Have a good afternoon bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.