AccountId: 011433970860
ContactId: 418fc074-c598-4ab0-b216-69bd714ba726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258700 ms
Total Talk Time (AGENT): 102993 ms
Total Talk Time (CUSTOMER): 117903 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/418fc074-c598-4ab0-b216-69bd714ba726_20250623T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, [PII], we have a, um, a policy with y'all for like, um, cancer and accidental insurance, and I'm trying to log in to the website, uh, but it looks like it's changed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes, yeah.
[CUSTOMER][NEUTRAL] And then so I'm putting in the information with the social security number and and it's not coming up that way either.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, and the member ID I don't know because.
[CUSTOMER][NEUTRAL] I don't have any kind of card or any information with me.
[AGENT][NEUTRAL] OK, um, do you by chance, so you don't have the policy number?
[CUSTOMER][NEUTRAL] Mm mm no, no, and I've looked through emails and and it's, it's under my husband's name through his work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so we can look it up by name. What's the last name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then date of birth for [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, if I can just get the physical address that we should have on file.
[CUSTOMER][NEUTRAL] Our home address [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So when you click on insured.
[AGENT][NEUTRAL] OK, so the email that we have on file is a [PII] address. Is that still a good one?
[CUSTOMER][NEUTRAL] Is it [PII]? Maybe I'm putting in the wrong.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, so when you, when you're on that, just put in last name, email, and date of birth, take out the social and the zip code and see what it does.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, OK, so I'm putting in, I was putting in a different email address, but that's OK, that'll work. Take out the date of birth, so it's required. OK, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, did it go forward? OK.
[CUSTOMER][NEUTRAL] Oh, there we go.
[CUSTOMER][POSITIVE] OK, yeah, it did, it did. OK, that's what I needed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So going forward that email is gonna be the username. When it says complete account set up, you need to put in your email and it's gonna send you a verification code. You'll put that code in, click verify, and then you're gonna set up your password for the um policy for the login.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, because it's OK, so I am at that screen where it says send verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But it's pulling up my employer, OK.
[CUSTOMER][NEUTRAL] Given name.
[CUSTOMER][NEUTRAL] So, so, and right, so it's a send verification code, but right below that it's asking for passwords. Do I need a
[AGENT][NEUTRAL] So click, no, click send verification code, it's gonna ask for your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] And then you're gonna, yeah, wait for the code and then once you get that, type it in and then you'll click, I think it says verify down below.
[CUSTOMER][NEUTRAL] Now I'm seeing.
[CUSTOMER][NEUTRAL] Mhm yeah OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Now it's letting me do my password.
[AGENT][NEUTRAL] And the, the given name and the all that, that's not needed. Um, it's just optional, you can skip it.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, it looks like I'm I'm good now.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK. No problem. I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.