AccountId: 011433970860
ContactId: 633585b3-d0f8-41b9-9c4f-63c10c797015
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216190 ms
Total Talk Time (AGENT): 122239 ms
Total Talk Time (CUSTOMER): 84939 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/633585b3-d0f8-41b9-9c4f-63c10c797015_20250110T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I'm trying to set up my login.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I worked on it yesterday and I took down notes, but evidently something changed or I didn't write something down right and so I was just gonna see if you could help me.
[AGENT][NEUTRAL] OK. Give me your policy number, please.
[CUSTOMER][NEUTRAL] It's 928-827.
[AGENT][NEUTRAL] OK, and what's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you for that information and one moment while I get your policy pulled up and get you verified, and then I'll be able to assist you with uh what information you need to set up your login.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, your policy number, you said that was 928827?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and verify your date of birth followed by your physical mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the last piece of verification I need is the email address we have for you on file.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. OK, so let's see, verification of coverage does not guarantee the payment of a claim. So are you using the email address that you gave me to set up your online service on our account?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the user name, uh, is that supposed to be my email address?
[AGENT][NEUTRAL] OK, so is this the first time you're setting up an online service in our account? You've never had one?
[CUSTOMER][NEGATIVE] So I don't know, I don't believe I've ever had one and I was trying to set it up yesterday and then today I got the document I needed to attach and so I was gonna log in but evidently I don't have something right.
[AGENT][NEUTRAL] Right, so what you wanna do is if you're just setting up this account, you're gonna follow the instructions that from a new user and from that point you're gonna answer the.
[CUSTOMER][NEUTRAL] OK, so it doesn't seem.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] OK. So it's not, it's not recognizing me, is that what you're saying?
[AGENT][NEUTRAL] You're going in, you, you're going in and out. I'm sorry, what did you say?
[CUSTOMER][NEGATIVE] I was asking so it doesn't recognize me what I did yesterday trying to set up my my account did not work.
[AGENT][NEUTRAL] So you clicked on new I don't know ma'am I'm asking you a new user and did you you click OK, so you clicked on I am an individual with an APL policy you would have clicked next.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[CUSTOMER][NEUTRAL] Yes, I did. I, I went through all the steps.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] You're gonna enter your last name, your social, your zip code, and the email, the email that you just verified, correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I did all of that yesterday.
[CUSTOMER][NEUTRAL] OK, so I will try that again. I did all this yesterday.
[AGENT][NEUTRAL] It has to be, it has, yeah, that, I think that's what I, I think what you may be doing because you're not telling me yes or no on whether or not you your email that you verified in order for you to create an online service in our account, it has to be the email that we have for you. So if you're trying to use something different other than mail that you just verified that we have, it's not gonna work. So if you're not using the Hotmail address, that's what you need to do. OK, anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, all right, well I'll start over then.
[CUSTOMER][NEUTRAL] Uh, no, I'll try to go through this. I start all over again.
[AGENT][POSITIVE] Alright, thank you for calling APL, Miss [PII]. Have a great day bye bye.
[CUSTOMER][NEUTRAL] You can