AccountId: 011433970860
ContactId: 5d46c91e-8339-4462-b1ec-c9bf34c66553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442579 ms
Total Talk Time (AGENT): 97951 ms
Total Talk Time (CUSTOMER): 200982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5d46c91e-8339-4462-b1ec-c9bf34c66553_20250513T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I am trying to, I have the link. I'm trying to register online my account so I can kinda see the status and so on. And it's not accepting it. I used my Social Security number and I use my, the policy number. It says member ID so I'm not sure why it's not going through and I filled out that little application area.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that. Uh, now, do you have your policy number?
[CUSTOMER][NEUTRAL] It is 007368888.
[AGENT][NEUTRAL] OK, thank you and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh thank you. And do you have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[AGENT][NEUTRAL] Let's see, now I will need you to verify your birthday and address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and will you also verify the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK. Now, I am pulling up that online um portion just to see what that looks like on your account, um, you know, just to make sure because everything you gave me, of course, matches, so I'm just gonna check that side out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now I.
[AGENT][NEUTRAL] Do you see that you have an account set up with us already?
[AGENT][NEUTRAL] Um, now I can give you that username, um, and you would need to reset the password, but I can give you the user name.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right, go ahead, give me the username.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, alright and let me, let's see here, hold on a minute here.
[CUSTOMER][NEUTRAL] Mm. OK, so if I'm on the line.
[CUSTOMER][NEUTRAL] I have to.
[CUSTOMER][NEUTRAL] Going to log in, let me try.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let's see if I can go straight to log in.
[CUSTOMER][NEUTRAL] OK, so let's put in the user name.
[CUSTOMER][NEUTRAL] And I'll try to put it in.
[CUSTOMER][NEUTRAL] What I think could be.
[CUSTOMER][NEUTRAL] Let's try.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's something like that and see if it will work. OK, well, let's try it again.
[CUSTOMER][NEUTRAL] Let's try this.
[CUSTOMER][NEUTRAL] OK, so it is um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Not taken.
[CUSTOMER][NEUTRAL] Um, not taking my, my, my password, so I may have to redo it. Let's try it again. Are you still there with me? Alright, one second again for me please.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then when I type my password, and I wish it would show me what I type.
[CUSTOMER][NEUTRAL] Um, it says show, when you touch show.
[CUSTOMER][NEGATIVE] And you try to type, nothing is going on.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know, so you could kind of see what you're typing.
[CUSTOMER][NEUTRAL] But anyway, let's try again.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's try that.
[CUSTOMER][NEUTRAL] Don't take that just try again.
[CUSTOMER][NEUTRAL] One more try, this is uh.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] I see that will do it.
[CUSTOMER][NEUTRAL] But one last try and I may have to.
[CUSTOMER][NEUTRAL] I may have to um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What you call it?
[AGENT][NEUTRAL] Yeah, reset it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let's see if it's giving me the option to reset. OK, says reset right here.
[CUSTOMER][NEUTRAL] OK, so now I did re click on reset.
[CUSTOMER][NEUTRAL] Now it's asking me for my username which you already gave me, one second.
[CUSTOMER][NEUTRAL] So it's all lower case.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] No, it's gonna, oh, it's gonna send me.
[CUSTOMER][NEUTRAL] I guess probably email.
[AGENT][NEUTRAL] Yeah, it will.
[CUSTOMER][NEUTRAL] Uh, OK, you know what, let me see if I can continue through because I'm using my phone and you're on the phone also, so, uh, I might have a little problem back and forth. So I can just try to create if I have another problem I'll call back, OK?
[AGENT][POSITIVE] OK. Yes, ma'am. And yes, and we are here anytime. Yes, ma'am. OK, but can I do anything else for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, so OK.
[CUSTOMER][NEUTRAL] Well, while you have my account, once you have the, my account pulled up, what's the status? I was only trying to, to set up my account so I could see the status of the claim. I don't think there's anything yet, but I want, just tell me.
[AGENT][NEUTRAL] OK, no.
[AGENT][NEUTRAL] For that I will need to transfer you to our claims department and they can definitely give you a status on that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, alright, let me try first, and if I can't then I'll call them back, alright?
[AGENT][NEUTRAL] OK. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] To set up my account.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] OK. Yes, ma'am. You are welcome. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.