AccountId: 011433970860
ContactId: 55c7ca9e-df49-4277-a69d-3c00d8939669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266420 ms
Total Talk Time (AGENT): 87550 ms
Total Talk Time (CUSTOMER): 81157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/55c7ca9e-df49-4277-a69d-3c00d8939669_20250606T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, I need to know why am I not able to get on the website.
[AGENT][NEUTRAL] Uh, have you set up a, no, ma'am, we had an update on our online service center, so you may have to create a new account.
[CUSTOMER][NEUTRAL] Are y'all having problems?
[CUSTOMER][NEGATIVE] I did all that and it's still not letting me in.
[AGENT][NEUTRAL] OK, what is your name and policy number, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Let me get my policy number.
[CUSTOMER][NEUTRAL] Policy number 01392608.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And Mr. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Is it um giving you an error message when you're entering your information? Are you selecting, um, create a new account and then select an insured?
[CUSTOMER][NEGATIVE] I did that. I did all that. I created the account, but when I went to go access it, it, it, it's just constantly keep, uh, first it asked me, uh, to verify my email. I did that now when I go to log in it's just spinning, it's never going to the next page.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So did it let you get to the next part where it gave you a verification code and then where you can um put in your or put in your password and confirm it?
[CUSTOMER][NEUTRAL] Yes, yes, I.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did all that.
[AGENT][NEUTRAL] OK, and it doesn't show me in my system, but um when you have to get on each time it's gonna send email a verification code to you.
[CUSTOMER][NEGATIVE] And I don't put it in 34 times, it's still not allowing me to um get in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So every time you get on now they gonna send you an ask for a verification code?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh Lord, [PII], why is that?
[AGENT][NEUTRAL] That's a form of privacy protection.
[AGENT][NEUTRAL] Just like with any like bank, they may ask for you several codes or send a verification code to make sure you are who you're signing on to.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, that's what it was.
[AGENT][NEUTRAL] OK, so it let you get in?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, I can't receive claim. Let me see.
[CUSTOMER][NEUTRAL] Uh, no, I'm trying to send in this paper, thank you.
[AGENT][POSITIVE] Alright, yes ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye.