AccountId: 011433970860
ContactId: 4dad9449-ed48-48fa-9d74-8de50bd485d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388459 ms
Total Talk Time (AGENT): 145913 ms
Total Talk Time (CUSTOMER): 182217 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4dad9449-ed48-48fa-9d74-8de50bd485d1_20250501T15:15_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] Yeah I was trying to register online.
[CUSTOMER][NEUTRAL] And it said that no one by that with that information was found so I need to find out what's going on.
[AGENT][NEUTRAL] OK, whenever you um get that error, it's just saying something you're entering isn't matching our system, so I just have to figure out what it is and get it to match, but I can definitely help you. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. Contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 126.
[CUSTOMER][NEUTRAL] 6024.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, what is, oh, address [PII].
[CUSTOMER][NEUTRAL] And what was the other one?
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Email at [PII].
[AGENT][NEUTRAL] Is that the email address that you're entering to sign up?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's the, that might be the issue. So right here, it looks like we have, this might be a work email, [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, you want me to change it to your [PII]?
[CUSTOMER][NEUTRAL] Yes, if you could.
[AGENT][NEUTRAL] OK, and um, can you repeat that one more time?
[CUSTOMER][NEUTRAL] I guess they did that when they.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm gonna save this and then you should be OK.
[AGENT][NEUTRAL] And make sure it's safe.
[AGENT][NEUTRAL] [PII]. OK, so if you wanna, um, depending on where you are on your screen, do you see a cancel to the bottom left and
[AGENT][NEUTRAL] Of the square
[CUSTOMER][NEUTRAL] No, actually I'm on my, my, uh, keyboard now my.
[CUSTOMER][NEUTRAL] Phone.
[AGENT][NEUTRAL] OK, um, so let me see if I can.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Get to it. Hold on one.
[CUSTOMER][NEUTRAL] When I get, can I go back to that and I, I didn't cancel. I just got out of it so.
[CUSTOMER][NEUTRAL] Do I need to cancel it for you?
[AGENT][NEUTRAL] Yeah, um, yes, sir.
[CUSTOMER][NEUTRAL] OK, let me go back to that and you, you need to hold to make sure because it won't take the new one until I cancel that, right?
[AGENT][NEUTRAL] Won't take the new 10 no, so I just needed to change the email to match what you were entering, so you should be OK now.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[CUSTOMER][NEUTRAL] Right, yeah, it won't take that right, it won't, it, it won't take that until I cancel the old one, right?
[CUSTOMER][NEUTRAL] Let me go back and and see if if hang on I'm gonna.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when it asks for your social security number or your member ID, what, what, what were you putting in that field? You OK?
[CUSTOMER][NEUTRAL] OK, yes, yes, I see. OK, I'm there, I'm there now and I see it says.
[CUSTOMER][NEUTRAL] Says next which is.
[CUSTOMER][NEUTRAL] OK, I don't even see that now.
[CUSTOMER][NEGATIVE] The cancels gone away when I got back to the page it was there now it's showing up the log in I can go to log in and showing login information.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Click on new user.
[CUSTOMER][NEUTRAL] OK, the new user won't come up the, the login is still is showing up. I click on new user and it doesn't that doesn't turn blue.
[AGENT][NEUTRAL] Wait a minute, so it, so it may also be because you're on a phone. Our system isn't compatible with phones yet. Um, if you, if you want me to go through the steps on my end, just once you get to the part that is asking you to create a username and password, then you, you know, you're OK. You want me to try on my end?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See, I'm not sure. I'm, I'm, I'm wondering if I'm not because I've had this for since [PII] and I'm wondering if in the past that I that I'm actually not a new user. I may already have an account and didn't know it.
[AGENT][NEUTRAL] Well, I checked to see, um, it is, but I checked to see and there was no um online service in our account set up yet.
[CUSTOMER][NEUTRAL] Is that possible?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so, so what do I need to do then?
[AGENT][NEUTRAL] Um, so do you see where the, the option for new user?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so um once you click on new user, then it's gonna ask you for like your uh last name, then you put in your full social.
[CUSTOMER][NEUTRAL] OK, and go back and put in what I everything I did before with the [PII] and it should go through.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[AGENT][NEUTRAL] But just make sure um where it asks for your social security number or member ID you put your full social there.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Right, I did that with no spices or dashes, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because I, I wasn't, I thought that might have been the problem that it wouldn't take it, and I, I tried it that way and it, that's why I said that the information wasn't any good. So, OK, and if it doesn't take i[PII] then I can use.
[CUSTOMER][NEUTRAL] My work, my work email and change my email address after I get in.
[AGENT][NEUTRAL] Well, no, so I've changed the email. I've changed the email in the system to the [PII].
[CUSTOMER][NEUTRAL] Is that a possibility? OK, you, OK, OK, so.
[CUSTOMER][NEUTRAL] So I'll just need to start over then.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] You're welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, not right now, and if that doesn't go, I'll call back. I mean, if I have another problem I'll call back. Thank you.
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling APL. I hope you have a good day and a good weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.