AccountId: 011433970860
ContactId: 36951149-0d77-4120-81c8-7015f25e5584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443369 ms
Total Talk Time (AGENT): 192353 ms
Total Talk Time (CUSTOMER): 117242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/36951149-0d77-4120-81c8-7015f25e5584_20250127T19:34_UTC.wav
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[AGENT][NEUTRAL] OK, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling because I um
[CUSTOMER][NEUTRAL] Forgot my username for the website so I just wanted to see if.
[CUSTOMER][NEUTRAL] You guys had it on file and could help me out. I also, um, tried to set myself up as a user, but all of my information was incorrect, so I just need help logging in.
[AGENT][NEUTRAL] OK, I can definitely help you with the online service center, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] Yes, so my name is [PII] and then call back number would be [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. Do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Yes, hold on.
[CUSTOMER][NEUTRAL] So, I have on my card a payer ID and a group number.
[CUSTOMER][NEUTRAL] Would it be the hair ID?
[AGENT][NEUTRAL] No, it's
[AGENT][NEUTRAL] Say certificate number or policy number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's all my card says.
[AGENT][NEUTRAL] OK, if you have the group number, I can pull it up by group number.
[CUSTOMER][NEUTRAL] OK, so the group number is 80084.
[AGENT][NEUTRAL] You said 80084?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for that, Ms. [PII]. Bear with me one moment.
[AGENT][NEUTRAL] Oh, your card, it doesn't say certificate number on your card from American Public Life.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Let's see, bear with me.
[AGENT][NEUTRAL] And just to verify, I believe I've got you pulled up. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Yes, so my date of birth is [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] And then my address is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. That is what we have on file. And also, can you verify your email account since you stated you're trying to register on the OSC?
[CUSTOMER][NEUTRAL] OK. Um, so I have my work one which would be [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then I don't know if I ever put a personal one on file, but it would be [PII].
[AGENT][NEUTRAL] OK, looks like we have your work email. When you were trying to register, were you using your work email or were you using your personal?
[CUSTOMER][NEUTRAL] So I tried both.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, and each time it gave me an error.
[AGENT][NEUTRAL] Alright, let me check one more thing, bear with me.
[AGENT][NEUTRAL] Can you verify your social as well, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] And you said the zip code was [PII] for [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When you, on your work email, you said it was [PII], so that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let me try one more thing. I'm just checking a few things to see why it would be giving you an error message.
[AGENT][NEUTRAL] And you are registering as the insured when you're trying to register, correct?
[CUSTOMER][NEUTRAL] Yes, um, I'm an individual with an APO insurance policy, that's why I selected.
[AGENT][NEUTRAL] Yeah, that should have worked. Let me try to do it for you. Give me just a second.
[AGENT][NEUTRAL] Because you're not set up with an account it's not showing that you have an account yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, OK, so it's gonna prompt you to create one. Spell your last name for me as well, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course, [PII]
[AGENT][NEUTRAL] OK, just wanted to make sure we had it right cause sometimes just any little.
[AGENT][NEGATIVE] mistranspose of anything. I'll just tell you, oops, you're not here.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] All right, bear with me. I'm just trying to go through these channels to make sure that we see if I can narrow down what's causing your issue.
[AGENT][NEUTRAL] OK, go back in there for me if you can and try it with your work email um it let me go through to create an account.
[AGENT][NEUTRAL] So it didn't give me an error message um just do it with your work email and we can change it to your personal if you prefer to do that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Would I be able to change it once I log on?
[AGENT][NEUTRAL] No, I have to change it for you manually. If you wanna do it, if you wanna do, yeah, if you wanna do it right now before you try to register and we can go ahead and change it to your, uh, excuse me, your personal.
[CUSTOMER][NEUTRAL] OK, then yeah.
[CUSTOMER][NEUTRAL] OK. Yes, please.
[AGENT][NEUTRAL] All right. What's your personal email again?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] So that's your first, your first initial, which is [PII], and then your last name, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Try to log in for me under new user and individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] It started working.
[CUSTOMER][POSITIVE] Yes. Thank you so much.
[AGENT][POSITIVE] No problem at all. Is there anything else I can help you with, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] No, that's all
[AGENT][POSITIVE] Well thank you for calling APL you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You, you too.
[AGENT][POSITIVE] Thank you. Bye bye.