AccountId: 011433970860
ContactId: 45c77a4c-ea28-46ec-964b-d982b44a4709
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1182420 ms
Total Talk Time (AGENT): 360289 ms
Total Talk Time (CUSTOMER): 388341 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/45c77a4c-ea28-46ec-964b-d982b44a4709_20250217T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking. This is [PII] in the claims department. [PII], I have a customer on the phone by the name of [PII]. He needed assistance with his online account. I tried to walk him through it, however, he's still having issues with signing, setting up with it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Uh, what is his policy number?
[CUSTOMER][NEUTRAL] Policy. It is 2593392.
[CUSTOMER][NEUTRAL] 2593392
[AGENT][NEUTRAL] Alright, give me just a second so I can pull it up. Um, small question, was his all his information verified that everything was correct?
[CUSTOMER][NEGATIVE] Yeah, all his information was verified. however, he don't have an email on file and his zip code is not the correct zip code. He's, it's a 6 instead of a 4. It should be a 4 instead of a 6, but so I'm not sure if that's the issue, but I told him to use the um the one that we had in the system to see what they walk him through it then, but it still was saying telling him that user is not found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] And his callback number is [PII].
[AGENT][NEUTRAL] OK. Give me just.
[CUSTOMER][NEUTRAL] Hold one moment. What you was about to say?
[AGENT][NEUTRAL] OK, um, uh, just give me one second so I can pull it up, um, on the online service center and then, um.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 79
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] OK, I got it now you can go ahead and transfer him.
[CUSTOMER][POSITIVE] Thank you, [PII], hold on one moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Hello [PII], I'm gonna transfer you over to [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Good morning, Mr. [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you are having some trouble um accessing your online account.
[CUSTOMER][NEGATIVE] Yeah, it said I had to go online and register and uh I tried it all day long. I got it Saturday and it says that I, I don't exist in here. It says my name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At this
[AGENT][NEUTRAL] Mm. All right. Um, I'm just gonna go ahead and verify really quick, um, your zip code. I was advised that it is wrong with us. We have it incorrect.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Well, zip code is [PII]. She said in the system she sees [PII], but that's our office zip code.
[AGENT][NEUTRAL] OK, um, first, I will go ahead and change it and see if that helps us.
[CUSTOMER][NEUTRAL] Yeah, I 06 and 04 and it still says the same thing.
[AGENT][NEUTRAL] And the rest of the um let's see.
[AGENT][NEUTRAL] The rest of the address is all right.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] That's my physical address.
[AGENT][NEUTRAL] OK, it is asking me here really quick. What is your date of hire?
[CUSTOMER][NEUTRAL] Uh, August I think of uh.
[CUSTOMER][NEUTRAL] 84.
[CUSTOMER][NEUTRAL] 40 years ago.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I have.
[AGENT][POSITIVE] Corrected the zip code.
[AGENT][NEUTRAL] And what is a good email address that I can add?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna repeat it just to make sure I have it correct. [PII]
[AGENT][NEUTRAL] TO
[CUSTOMER][NEUTRAL] No, no, it's [PII]. No, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, it's [PII] oh sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] All right, I have gone ahead and added that email and would you mind trying again um for me using the online service center and using the same email you just provided?
[CUSTOMER][NEUTRAL] Yeah, I just did. It said no user was found. Please call customer service at this number and hit option 4.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now if if me not to put the policy number on here to use my ID number, she told me yes to put the policy number in there.
[AGENT][NEUTRAL] Uh, no, no, no, no, no. We are, um, to use the Social Security number in that section. We don't use the policy number.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Do I need to put the spaces in there or just one whole number?
[AGENT][NEUTRAL] Uh, just the whole number, no spaces, no dashes.
[CUSTOMER][NEUTRAL] OK, I tried that also and it did not work last time so let me see.
[CUSTOMER][NEUTRAL] OK, well, I guess that yeah that I finally got to the next step. OK, I could not get there.
[AGENT][POSITIVE] All right, it worked.
[CUSTOMER][NEUTRAL] OK, so now I should be able to fill this out and it should go through?
[AGENT][NEUTRAL] Mhm. Yes, that will, that should be it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Perfect. Well, I'm glad to help Mr. [PII]. Is there anything else that I can help you with? Mhm.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] But that I put my own name in here [PII] and then create my own password.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEGATIVE] OK, because I had the hardest time with that Blue Cross crap because they created the uh a name and an email for me and I had to go in and change it that was so ridiculous. I don't know why they did that.
[AGENT][NEUTRAL] I'm so sorry for that, but no, you create your own username and your own password. We create only your username and password in cases like this when um the insured has troubleshoot with it, but we have um information that the insured provides to us. But this is not the case, you can create your own.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I'm doing it right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Confirming now.
[CUSTOMER][NEUTRAL] And my phone number.
[CUSTOMER][NEUTRAL] And then a text message that's gonna be the same phone number.
[CUSTOMER][NEUTRAL] Oh, see it says wrong.
[CUSTOMER][NEGATIVE] I lit up red to it my name and my password is not, not gone.
[AGENT][NEUTRAL] OK, um, for the
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It valid name and that is my name, huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, mhm. Uh, let's see, sometimes for the password, there's a uh area does it where does it say that, um, some characters are not allowed?
[CUSTOMER][MIXED] OK, but it says my user name is invalid and that's my name.
[CUSTOMER][NEUTRAL] Let me, let me try redoing the password then see if it'll let that go through there, OK, I see what you're saying. I'm gonna try something new, OK.
[CUSTOMER][NEGATIVE] Still won't let me.
[AGENT][NEUTRAL] OK, the username, it probably would have um.
[AGENT][NEUTRAL] That we can't use the name and uh.
[AGENT][NEUTRAL] And the last name together. We can use the last name and any other number or any other word that is not the full name.
[CUSTOMER][NEUTRAL] So just my last name?
[AGENT][NEUTRAL] It could be either just your last name, just your name, um, with, with a combination.
[CUSTOMER][NEUTRAL] The capital
[CUSTOMER][NEUTRAL] Does it all caps.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or with a combination.
[CUSTOMER][NEUTRAL] It does need to be
[CUSTOMER][NEUTRAL] Does it need to be all capital letters?
[AGENT][NEGATIVE] No, it does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me try that and I'll change that. Let me do this other one.
[CUSTOMER][NEUTRAL] OK, says my password's wrong and I mean I've got capital letters hashtag in there I mean everything so I mean that that doesn't make any sense but that's my name.
[AGENT][NEUTRAL] Um, I believe
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can try um.
[CUSTOMER][NEUTRAL] Alright, let me try something
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Act on it.
[CUSTOMER][NEGATIVE] It didn't go to the 2nd 1. Hang on, I put double on the same line, which is ridiculous.
[CUSTOMER][NEUTRAL] Try it again.
[CUSTOMER][NEGATIVE] Hey it's still not letting me. I, I mean I got capital letters hashtags, numbers and it's still not doing anything.
[AGENT][NEUTRAL] All right, Mr. [PII], what I'm gonna do is gonna go ahead and try to make that username for you um what would be the one that you would like me to use?
[CUSTOMER][NEUTRAL] But I, I put [PII] is what I put on there and it kept the user name but it's saying my password is no good and I put hashtag capital letters.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. OK. I'm gonna go ahead and try it on my end and use a temporary password that you can um go ahead later and change. It will be uh easy password.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second so I can um enter all your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is the phone number that we are using because we have a different one here.
[CUSTOMER][NEUTRAL] [PII] that's my mobile number.
[CUSTOMER][NEUTRAL] That's the only phone I have.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] They probably put the office number in there and that was stupid. I don't know why they would do that, but yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it took everything except for the password.
[AGENT][NEUTRAL] OK, I think I see what it was happening. Uh, you were using a hashtag, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I the hashtag capital letters and numbers.
[AGENT][NEUTRAL] Mhm. OK, I believe that um the option says one symbol and you can use either the dollar sign, the ad, the exclamation point, and everything, and you were using a hashtag. I think that's what happened. But I was able, but I was able to um create your account for you. It's just loading. Um, the password that I use is [PII], like the season, W.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the exclamation point.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] That's it, nothing else.
[AGENT][NEUTRAL] Nothing else and the user name was.
[CUSTOMER][NEUTRAL] When [PII], uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my username as well. I had [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so that's it, you want me to try putting this in?
[AGENT][NEUTRAL] Yes, that is it. Yes, you can try, just to make sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEGATIVE] Oops, there's a problem. Oh, now it said save or guess I'm gonna say never.
[CUSTOMER][NEUTRAL] OK, it said there was a problem and it and it went away.
[CUSTOMER][NEGATIVE] It completely went away.
[AGENT][NEUTRAL] Um, were you entering the password from the user login?
[CUSTOMER][NEUTRAL] I was, yep, and it went right back up to [PII] [PII]'s again.
[AGENT][NEUTRAL] OK, can we try just one more time, please?
[CUSTOMER][NEGATIVE] Well, I ain't let me do nothing now. It kicked me completely out of the whole system.
[CUSTOMER][NEGATIVE] Now I gotta go back and try to find this mess again gosh somebody mighty.
[CUSTOMER][NEUTRAL] OK, now I gotta do all OK so I'm doing the individual.
[AGENT][NEUTRAL] Uh, no, no, no, no, no, no, we can use the login.
[AGENT][NEUTRAL] Since the account it has been already created, you just use the username and password, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And then the password [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now it's loading. OK, now it says text message notification.
[AGENT][NEUTRAL] That will, mhm, mhm.
[CUSTOMER][NEUTRAL] I guess I'll go ahead and put that in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it did it sent me a text message.
[CUSTOMER][NEUTRAL] So I need to put this number in here, right? [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Your phone number has been verified and you are now subscribed.
[CUSTOMER][NEUTRAL] OK, so that's it.
[AGENT][NEUTRAL] Yes, that should be it, Mr. [PII].
[CUSTOMER][NEGATIVE] OK, because I mean I had a doctor's appointment Friday and I couldn't use it because I mean I guess I really need this, but it took me over an hour to get that Blue Cross straight when they had it all screwed up at the office.
[AGENT][POSITIVE] I apologize for that.
[CUSTOMER][NEUTRAL] Because I had to go online to verify.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, so I guess that's that's it right there right I mean I used this card well they scanned it in at my doctor's appointment on Friday, but it wasn't activated, so I guess.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I mean, what
[CUSTOMER][NEUTRAL] That's there's nothing gonna happen with that I guess, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else that I could, mm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] I said they scanned it in when I went to the doctor's office on Friday, but this wasn't activated so what do I do about that?
[AGENT][NEUTRAL] Um, let me just a second to see what happened here.
[AGENT][NEUTRAL] Um, your policy.
[CUSTOMER][NEUTRAL] Yeah, I mean.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Your policy is active and it has been.
[AGENT][NEUTRAL] Um, active since [PII], so I'm not quite sure.
[CUSTOMER][NEUTRAL] OK, so that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They scanned the car. They already have information.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I don't have to do anything else, right?
[AGENT][NEUTRAL] No, um, some of the multiple times or most of the time, um, the provider, they are the ones who go ahead and issue the claim for whatever service you were provided, um, so you shouldn't worry about that. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, alright, well thank you for your help.
[AGENT][POSITIVE] You're welcome and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.