AccountId: 011433970860
ContactId: 4049e3a3-858b-451f-b914-10bb768d81bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336429 ms
Total Talk Time (AGENT): 104000 ms
Total Talk Time (CUSTOMER): 109494 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/4049e3a3-858b-451f-b914-10bb768d81bf_20250605T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yes, I, I was trying to um get back into my account um but I learned that apparently the website's changed a little bit and it's just been giving me trouble logging back in and setting it up and all that.
[AGENT][NEUTRAL] OK, uh, let's see, and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And what is your policy number, please?
[CUSTOMER][NEUTRAL] Alright give me pull that up.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So I have 02462046 ML 7 or ML 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and please verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Verify your social, and make sure we have it correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and when trying to log on, are you selecting create a login account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and let me see something real quick.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah um.
[AGENT][NEUTRAL] It looks like it's pending. Um, when you tried to log in, did it give you a verification code?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Not that I can recall because I've tried it a few times, but I don't think so.
[AGENT][NEUTRAL] OK, so you've added your uh name, date of birth, social.
[AGENT][NEUTRAL] Um, I can't remember. Hold on one second.
[AGENT][NEUTRAL] Name, uh, last name, date of birth, uh, spell your last name to make sure we have it spelled correctly.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because see if I, if I do it now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So yeah, they'll send me I wanna say the verification code I've been receiving those.
[AGENT][NEUTRAL] Yes, sir, it will email you a verification code and then once you've entered that code, um, you would enter your new policy number and then confirm that policy number, password and then confirm that password and then it should go through. Once you've entered that verification code and verify it, um, add your password and it should go through.
[CUSTOMER][NEUTRAL] But then
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So yeah, see, um, I try and do.
[CUSTOMER][NEUTRAL] So it gets to that screen and then I put in like the password that I want and all that stuff and it says claim not verified and then it says in sort of like these like uh parentheses email address.
[CUSTOMER][NEUTRAL] But it, you know,
[AGENT][NEUTRAL] OK, so it sends you the verification code?
[CUSTOMER][NEUTRAL] And I put in the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then you.
[CUSTOMER][NEUTRAL] Oh wait, actually, hold on.
[AGENT][NEUTRAL] Add your pos, OK, OK.
[CUSTOMER][NEUTRAL] Actually, hold on, hold on a second
[CUSTOMER][POSITIVE] Actually, yeah, I think it's working now.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Alright, yeah, I think you.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, if you can hold on one second just to make sure I actually hold on to the account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because it's asking me for the verification code, yeah.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] Alright, yeah, I think we're good.
[AGENT][NEUTRAL] Oh, it went through?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][POSITIVE] Yeah, I think yeah awesome thank you so much I really appreciate the help.
[AGENT][POSITIVE] Oh yes, sir. Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm bye.