AccountId: 011433970860
ContactId: 54c25f01-3858-4896-856a-13bed2fd711d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470380 ms
Total Talk Time (AGENT): 105764 ms
Total Talk Time (CUSTOMER): 146596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/54c25f01-3858-4896-856a-13bed2fd711d_20250620T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I am actually just trying to create my online, um.
[CUSTOMER][NEGATIVE] Portal or whatever. And it keeps giving me an error message, so I can't.
[CUSTOMER][NEUTRAL] Um, sign up.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be.
[CUSTOMER][NEUTRAL] Sorry, stand by.
[CUSTOMER][NEUTRAL] Is that the number that I'm supposed to put in there?
[AGENT][NEUTRAL] Um, no, um, you should just have to enter your name, date of birth, and email.
[CUSTOMER][NEUTRAL] OK, because it was asking for like my social, oh that's not required.
[CUSTOMER][NEUTRAL] Let me see if it works really quick. Nope, OK, um, OK, so the policy number should.
[CUSTOMER][NEUTRAL] B 244
[CUSTOMER][NEUTRAL] 79.
[CUSTOMER][NEUTRAL] 448 400
[AGENT][NEUTRAL] Um, let's see. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] need to time you have a like.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, then can you verify your date of birth for me, please, uh, [PII]?
[CUSTOMER][NEUTRAL] Yep, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's your address?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] And then um do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yup, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so it looks like we don't have an email on file, so that's gonna stop you from being able to successfully log in. Um, what email address would you like to put on file?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[CUSTOMER][NEUTRAL] D as in Dog.
[CUSTOMER][NEUTRAL] Orta O R T A.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just to verify, we've got [PII]. Is that right?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, perfect. OK, so if you will try it again, um you'll create your account, you're the insured.
[AGENT][NEUTRAL] Um, and then you should just have to enter your last name, that email address you just gave me, and then provide your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK wanna try to.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And verification code.
[AGENT][NEUTRAL] It will send
[AGENT][NEUTRAL] The first one you'll enter that create your password.
[AGENT][NEUTRAL] You'll then and it's gonna ask to send another verification code to that email and then once you get that, then you should be able to get the system to your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Question.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's asking for my given name, so that would be like, oh, just my first name, Never mind.
[AGENT][NEUTRAL] You don't have to enter that. It's not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And then I'm sorry you kinda cut out a little bit. Do I verify the code and then.
[CUSTOMER][NEUTRAL] Do all that
[AGENT][NEUTRAL] Um, yes, so.
[CUSTOMER][NEUTRAL] Continue. I think I figured it out.
[CUSTOMER][POSITIVE] I agree, I agree.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yay.
[CUSTOMER][POSITIVE] Successfully created.
[AGENT][NEUTRAL] OK, and then from there I think.
[CUSTOMER][POSITIVE] That's good news.
[AGENT][NEUTRAL] Yes, so I think it'll ask you to log in again and you'll send another verification code.
[AGENT][NEUTRAL] Unless you already did that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I did, but you are corrected.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] And then, um, another question that I had is, um, how far back
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like, can you submit a claim?
[AGENT][NEUTRAL] Um, so as far back as your policy is, it looks like your policy was effective for [PII], so you can go as far back as that. There's no timely filing limit, so.
[CUSTOMER][POSITIVE] Oh, OK, that's cool.
[AGENT][NEUTRAL] And then did you have any other questions or?
[CUSTOMER][NEUTRAL] I don't think so. I think that is all of the questions that I had.
[CUSTOMER][POSITIVE] Um, yeah, so, well, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Mm. Thanks. Bye.