AccountId: 011433970860
ContactId: 3a449478-0afa-45b0-917e-1bead807aa22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638460 ms
Total Talk Time (AGENT): 258589 ms
Total Talk Time (CUSTOMER): 219303 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/3a449478-0afa-45b0-917e-1bead807aa22_20241231T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, we're trying to.
[CUSTOMER][NEGATIVE] Uh, set up as a new user and we're having trouble. It doesn't let us in.
[AGENT][NEUTRAL] Are you a provider or the insured or you're calling from a group?
[CUSTOMER][NEUTRAL] Being short
[AGENT][POSITIVE] OK, well, I can definitely help you with the online service center. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] 2:10
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] 1653597.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, they sent you an email. Let me just tell you that last one.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's 5 1067.
[CUSTOMER][NEUTRAL] Um, my email address would be [PII].
[CUSTOMER][NEUTRAL] [PII] Antonio [PII].
[AGENT][NEUTRAL] Can you repeat that for me, [PII] [PII]?
[CUSTOMER][NEUTRAL] I'm at work and
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Belting
[CUSTOMER][NEUTRAL] Company. Yes. what happened like we never got the story out of her.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Company.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] And then what's your um
[AGENT][NEUTRAL] Oh, you've already given the address. OK, so you're trying to sign on to the online service center and it's giving you an error?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it could be because of that email because there wasn't an email address on file. Hold on one moment.
[AGENT][NEUTRAL] And I'll add that [PII].
[AGENT][NEUTRAL] So I'm gonna go in on my side and try to see and then what type of error is it giving you?
[CUSTOMER][NEUTRAL] What error was it giving us?
[CUSTOMER][NEUTRAL] Then no user was found with the information that.
[AGENT][NEUTRAL] OK, so that's because something isn't the same as is on our system. So let me go in on the, on your side. Hold on one second.
[AGENT][NEUTRAL] And are you on the um sign up page now?
[CUSTOMER][NEUTRAL] Are you on the sign up page?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK, so let's refresh that page and start all over. I'm clicking new user and I'm an individual.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] To refresh that page.
[AGENT][NEUTRAL] So she's gonna click new user and then on step one, she's gonna click I'm an individual.
[CUSTOMER][NEUTRAL] That one how many many individual you click on that one?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for step 2, go ahead and enter your last name. That second field is asking for your full social.
[CUSTOMER][NEUTRAL] The full full social security number [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] And then the zip code and then the email address that you just gave me, [PII].
[CUSTOMER][NEUTRAL] OK, she's got it.
[AGENT][NEUTRAL] And was she able to go to step 3?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Are you able to go to step 3?
[CUSTOMER][NEGATIVE] Are you able to go to step 3? Yeah, still giving the same error.
[AGENT][NEGATIVE] OK, hold on one moment, something's not right.
[AGENT][NEUTRAL] It's letting me go to step two, so something's not being entered correctly. On step two, what's being entered for the full social? We have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what she entering for the email address?
[CUSTOMER][NEUTRAL] Uh, and [PII].
[AGENT][NEUTRAL] So it's not, OK, hold on one second. It has to be exactly. So what's the correct email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just [PII].
[CUSTOMER][NEUTRAL] No, she said not on the company [PII].
[AGENT][NEUTRAL] OK, can you say the whole email, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] This is the OK button
[AGENT][NEUTRAL] OK, so she's gonna have to refresh and try it again, but with the, the email.
[AGENT][NEUTRAL] Because I had to correct the email.
[CUSTOMER][NEUTRAL] OK, you're don't have to refresh it again and do the steps because you had to redo the email.
[AGENT][NEUTRAL] Yeah, it wasn't, that wasn't the same email that was.
[CUSTOMER][NEGATIVE] That was incorrect.
[AGENT][NEUTRAL] Given
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] 893 5.
[CUSTOMER][NEUTRAL] 78252.
[CUSTOMER][NEUTRAL] Pay it to us again.
[CUSTOMER][NEUTRAL] I mean it's.
[CUSTOMER][NEGATIVE] Try it again on a different page.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 45 398935.
[CUSTOMER][NEUTRAL] We were
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's not letting it, not letting her after the second step, sure, hold on.
[AGENT][NEUTRAL] OK, let me, can I speak with her?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, how are you doing?
[CUSTOMER][POSITIVE] That good thanks.
[AGENT][NEUTRAL] That's good. Um, so I, so the first email he gave me wasn't correct. So, but it's letting me go through to step 3. So I just got to figure out what's being entered on your end so that it all matches.
[CUSTOMER][NEUTRAL] Was it
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, is the spelling, go ahead.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Go ahead
[AGENT][NEUTRAL] The spelling of the last name we have on file is [PII]
[CUSTOMER][NEUTRAL] Yes, [PII], uh huh.
[AGENT][NEUTRAL] And then the social that we have on file is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The zip code we're entering is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then he gave me the second email was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And then the date of birth we have is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'm not sure why it's not letting you go to step 3. It's letting me go to step 3.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, on the social it don't haven't had dashes or anything or?
[AGENT][NEUTRAL] No, I didn't put any dashes for the social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the email he had before was that [PII]?
[AGENT][NEUTRAL] There was no email on file and then he gave me [PII].
[CUSTOMER][NEUTRAL] I'll add it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, no, it's, yeah, it's [PII].
[AGENT][NEUTRAL] OK, wait a minute, because that's not right. That's something different. Hold on one second.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Can you give me the email altogether?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's try that again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now what, go ahead.
[AGENT][NEUTRAL] Oh, I was just gonna say, um, you can try it again. I've updated it again.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, we're in.
[AGENT][NEUTRAL] You're in, OK. It was that email.
[CUSTOMER][NEUTRAL] Yeah, right, OK.
[AGENT][NEUTRAL] All right. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and Happy [PII].
[CUSTOMER][POSITIVE] Happy New [PII] to you as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.