AccountId: 011433970860
ContactId: 54507baf-4ca2-4e1c-a344-f21c717dfdc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341019 ms
Total Talk Time (AGENT): 165894 ms
Total Talk Time (CUSTOMER): 164861 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/54507baf-4ca2-4e1c-a344-f21c717dfdc9_20250612T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I'm having a hard time logging on to my APL account.
[AGENT][NEUTRAL] Mhm. OK, yes so um I do apologize for all of the confusion. I will say that as of last week our website did undergo quite a big change and with that change all users are now having to create new logins so even if you had an account before you would go in like a new user and recreate that account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. I went in to try and do that because my husband is like one of the head people at his company and so he had to go in and create as as as an administrator or whatever recreate that. He did that part um but I just tried to do it again like under his name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's just an insured person.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um it gave me like an error and said I needed to call this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so um I can get that policy pulled up and what you enter does have to match what we have in our system so we can go through and verify that all of that is correct, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is 02455070.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. And [PII], just gonna verify some information really quick. Uh, can I get your date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Perfect. Uh, last thing I need is the email address that we've got on file for you. It might be through, uh, [PII]'s employer.
[CUSTOMER][NEUTRAL] Yeah, so that's what I'm not sure. I think it's, I was putting in his regular email, but I think it's actually [PII].
[AGENT][NEUTRAL] Yes, that is what we've got now have you tried entering that email when creating an account?
[CUSTOMER][NEUTRAL] No, I just, I just tried doing his, uh, Gmail, but then I realized I didn't think it was that one, but then I didn't know if he had, I didn't know if he had two different accounts because when he logs in like the main.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um, I don't even know what it's called. When he, the main group, yes, and he clicks on his own name through that. He can't see any of our stuff, like it's all blank.
[AGENT][NEUTRAL] For the group for a group you mean?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So then I'm like, well, does he have to have two different
[CUSTOMER][NEUTRAL] Logins
[AGENT][NEUTRAL] Not necessarily, not necessarily, um, now it is going to be different for so the group that's for a group administrator is that that for excuse me what that account is for so for his individual stuff and then of course you know yours as well it would be for an individual um or in the insured is what that would be called when you go to create the account so it will look different um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So if you would go ahead and try to create that account again with this email and I will say and I don't know if this is correct but um it's [PII] and then it's [PII].
[CUSTOMER][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] OK, so and I will say as well, um, I don't know if you have access to that email or not, [PII] because it will send a verification code to that email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't, but it's literally it just says err we cannot create a new account with this information reach out to the insured administrator to be invited to the account if this error, so is that he has to reach out to himself?
[AGENT][NEUTRAL] No, um, I'm wondering actually though because if.
[AGENT][NEUTRAL] I'm wondering if that's the email that he used to create the group account if that's the case. OK, that's gonna be the hiccup there then so this email would have to be changed then uh to maybe his personal um unfortunately he would have to be the one to, he would have to call us to get that changed since he is the policy holder.
[CUSTOMER][NEUTRAL] He did, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I was wondering.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] That's fine. I can have him do this later, but it's the same number option for. No, that's OK. We want to get this figured out because his, his employees were having a hard time logging in too, so I just figured calling would be better, OK.
[AGENT][POSITIVE] Sure, I'm so sorry about all the confusion.
[AGENT][POSITIVE] Oh yeah, absolutely.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely, yes.
[CUSTOMER][NEUTRAL] OK, so option 4 again when he calls this [PII] number.
[AGENT][POSITIVE] Yes, that's perfectly fine.
[CUSTOMER][POSITIVE] OK. OK. Thank you for your time. I appreciate it.
[AGENT][POSITIVE] All right. Absolutely, yeah, have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.