AccountId: 011433970860
ContactId: 63fc5cdc-c790-4e6b-8c5b-05bd69a3a0ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1292150 ms
Total Talk Time (AGENT): 321323 ms
Total Talk Time (CUSTOMER): 413686 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/63fc5cdc-c790-4e6b-8c5b-05bd69a3a0ef_20250501T15:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] OK, you're the 4th person I've talked to. The last one failed to ask me for my.
[CUSTOMER][NEUTRAL] Callback number and.
[CUSTOMER][NEUTRAL] I lost her so now I know why you asked for callback numbers but I'm trying to find a, I've been trying to set up a new account I've been uh I've had an.
[CUSTOMER][NEUTRAL] Policy with you for since [PII] but I've never had an account and I was trying to set one up.
[CUSTOMER][NEGATIVE] And you're the first person I've talked to and still not successful, so.
[AGENT][NEUTRAL] OK, so you're trying to do an online account, correct?
[CUSTOMER][NEUTRAL] See if you can help me.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK. All right, sure, I can assist you. All right. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], let me have a callback number.
[CUSTOMER][NEUTRAL] OK, thank you [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and um may I have the policy number Mister M?
[CUSTOMER][NEUTRAL] 1266024
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I need to have your mailing address and email address.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my mailing address should have I mean my email address should have recently been within the last 20 minutes to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you in front of the computer right now, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm on my phone.
[AGENT][NEUTRAL] On the phone, OK.
[AGENT][NEUTRAL] Alright, alright.
[AGENT][NEUTRAL] All right. So go ahead and go all the way out and come back in again to the, to the website.
[CUSTOMER][NEUTRAL] OK, hang on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And once you're in the, mhm.
[CUSTOMER][NEUTRAL] OK, uh, you're
[CUSTOMER][NEUTRAL] Excuse me, I'm not because it's uh I can just put American public life or what's what's the best way to get to it.
[CUSTOMER][NEUTRAL] Because that's what I've been putting American public life and then going to log in just a in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] It's all I need
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says workforce benefits that works for you so.
[CUSTOMER][NEUTRAL] Scroll down to what?
[AGENT][NEUTRAL] Sign in.
[AGENT][NEUTRAL] Go to sign in.
[AGENT][NEUTRAL] The corner right.
[CUSTOMER][NEUTRAL] OK, let me see if I can put you on speaker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Mr. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I, I haven't, I haven't been able to get I.
[AGENT][POSITIVE] OK, good, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you click on sign in?
[CUSTOMER][NEUTRAL] Hang on, because I can't get my phone on speaker. I don't know what.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You can see how tech savvy I am.
[AGENT][NEUTRAL] Uh, it's OK. Mhm.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEGATIVE] I still haven't succeeded at that. I'm going to try to go to the website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do I go to the hospital indemnity and then go to log in or?
[AGENT][NEUTRAL] No, no, uh.
[CUSTOMER][NEUTRAL] Because that's the policy I've got is a hospital.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Just keeps scrolling down past that.
[AGENT][NEUTRAL] No, no. Go back to the top. If you scroll down, you, you're too far. Go to the beginning. OK, and then you're gonna click on sign in.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's gonna be on the corner right.
[CUSTOMER][NEUTRAL] Click on OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] It should take you to another page.
[AGENT][NEUTRAL] Where it says online service center.
[CUSTOMER][NEUTRAL] OK, do I click on this, do I, do I click on the search sent on the search icon first, is it?
[AGENT][NEUTRAL] No, on sign sign in.
[CUSTOMER][NEUTRAL] OK, because I haven't found something. It just, it shows that I'm gonna tell you what I'm seeing, see how.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It goes down the brokers learn more groups see how we help individuals. Let's go.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Do you have about solution products for brokers? Did you click anything when you got into the website? OK.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, hang on.
[CUSTOMER][NEUTRAL] OK, I, I sign hit sign in. It's got welcome username password [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And it has logged in a new user.
[AGENT][NEUTRAL] OK, go ahead and click on new user.
[CUSTOMER][NEUTRAL] OK, when I click on new user.
[AGENT][NEUTRAL] OK. And you're gonna choose the first option.
[CUSTOMER][NEUTRAL] A while ago.
[CUSTOMER][NEUTRAL] OK, I, I clicked on new user and it goes white and the login goes blue, is that correct?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][MIXED] I would have thought the one that was blue was the one I was on, but the one that's white is what I'm OK.
[CUSTOMER][NEUTRAL] Hang on, so go ahead and log.
[CUSTOMER][NEUTRAL] I put new user and it gives me the I'm an individual right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm going to the, it says.
[CUSTOMER][NEUTRAL] Next, so I click on next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now it has where I put in last name I'm putting in I'm gonna go ahead and fill this out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm putting [PII]
[CUSTOMER][NEUTRAL] Social security number I'm putting [PII].
[CUSTOMER][NEUTRAL] Which is my correct social security number, email.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Come
[CUSTOMER][NEUTRAL] Birthday
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so now I'm gonna hit next, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And my social security number comes up in red.
[AGENT][NEUTRAL] OK, the social, I got, no, no, OK.
[CUSTOMER][NEUTRAL] Oh no it didn't. I'm sorry no I'm sorry. I've got I put I I see what I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEUTRAL] That's never mind.
[AGENT][NEUTRAL] Did it take you to the next page to create it?
[CUSTOMER][POSITIVE] OK, and let me get these numbers in the right place.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I have my social security correct and my zip code is correct, so.
[CUSTOMER][NEGATIVE] And it says no user was found with the information that was entered please try again.
[AGENT][NEUTRAL] OK, um, yeah, usually when it's an error you need to go back to it, but um let me go ahead and get that social one more time, make sure we have it correct in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I have a [PII].
[CUSTOMER][NEUTRAL] Correct, OK, with the address kick it out also? Do, do you have it right? [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or do you have
[CUSTOMER][NEUTRAL] [PII] you have [PII], OK, because, because a lot of times that's confusing, OK, and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Yeah, [PII] is what I got for the zip code, [PII].
[CUSTOMER][POSITIVE] Correct, and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The email you have is [PII].
[AGENT][NEUTRAL] Yes, and let me make sure they spelled it correctly. [PII]
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK, yes, yes, [PII]. So yeah, that one is correct. OK, since you put it on the first time you put, I think it was backwards, go ahead and start all over again. Sometimes that will happen it just comes out. So just go back, um, just click on log in and then go back to new user and start all over again.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm an individual whoops, wrong thing. OK, I'm an individual next.
[CUSTOMER][NEUTRAL] Last name, [PII]
[CUSTOMER][NEUTRAL] He was I probably go 467-767-795.
[CUSTOMER][NEUTRAL] 75076
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, same thing.
[AGENT][NEUTRAL] OK, what date of birth are you put in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] the information and please try again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just going through the same thing you are to see what's going on.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Yeah I've done this uh oh OK, go ahead and do it again.
[AGENT][NEUTRAL] No, no, no, no, no, no, because I did it in my end with the information I have and it's, it's giving me that error. So let me see if there's having, if we're having system problems or what's happening, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] Oh, OK, I thought you were.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] No, no, no, not a bit, not if we can get this fixed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. OK, so, um, OK, let's try a couple of things and see if that will work. If not, I will have to submit a support ticket, OK, um.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you using Chrome, Edge or Safari?
[CUSTOMER][NEUTRAL] Safari.
[AGENT][NEUTRAL] OK, can you try using Google Chrome?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me just get out of well is it there.
[CUSTOMER][NEUTRAL] I don't know that I can do that without taking up a whole bunch of your time. Let me just try, try this later.
[AGENT][NEUTRAL] You wanna try it later?
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] Yeah, because it
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] When I could if I try to do get there with you on the phone with me, there'll be about 15 people call and that you could be helping while you're helping.
[AGENT][NEUTRAL] Um, no, I mean, we're just trying to get this resolved, so.
[CUSTOMER][NEUTRAL] Me that
[CUSTOMER][NEUTRAL] I know, yeah, I know, I know you are, and I understand and I would rather, I would, you know, I don't have a problem trying it later, uh, should I try, should I try it through Google instead of safari?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, if, yes, if you can try to Google, um, more than likely will work a lot better, um, and just go ahead and open everything.
[CUSTOMER][NEGATIVE] And then if I do that and it doesn't work, OK, if it doesn't work then I call back and and and yeah and tell you that it didn't work.
[AGENT][NEUTRAL] Then give us a call back.
[AGENT][NEUTRAL] Yes. Yes, so we can send a ticket. Yeah, we can send a ticket to support and see what's happening. um, but yeah, just go ahead and go ahead, yeah.
[CUSTOMER][NEUTRAL] OK, and the future.
[CUSTOMER][NEUTRAL] OK, well I have to log in on Google every time after that, or will I be able to?
[AGENT][NEUTRAL] Yes, more than likely you have to use Google. Mhm.
[CUSTOMER][NEUTRAL] Log in to Safari.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, you need to use Google. Um, so once you, um, hang up the call, the best thing to do is to close any browsers you have like anything open in the phone, just go ahead and close everything you have open and then after that you go ahead and open Google and then from there just go to the home page which is the [PII] and click on sign in and it's just gonna take you to that page and just go ahead and put all your information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that should help again if it doesn't just give us a call back so we can submit that support ticket and we can find out they can troubleshoot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I, I might have tried it so many times.
[CUSTOMER][NEGATIVE] Yeah, I might have tried it so many times and said this dumb ass doesn't need to get in might be what happened but.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] No, right, but if you have a computer as well, that will be way better, a computer or a desktop or a laptop or anything like that will be way better than the phone because some of the phones just don't, they don't have, yeah, the system in case.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can do that when I get home. I can do that, yeah.
[CUSTOMER][NEUTRAL] Yeah, and I might not have or even.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Maybe I'm not on Wi Fi here either, so maybe if I was on Wi Fi it might even be better.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, that, yeah, that could be it. Yeah, mhm, it could be many, many things. Mhm.
[CUSTOMER][NEUTRAL] Maybe I don't know.
[CUSTOMER][NEUTRAL] So let me, let me try it from home or yeah, let me try it from home or uh and try some different. I, I, you know, I didn't know that might help, but I'll try it on my phone. I'll go home first thing I'll do is try it on Safari on my phone if I get it that way, then I'll, that's what I normally use.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Google.
[AGENT][NEUTRAL] Google, uh, OK.
[CUSTOMER][POSITIVE] But uh yeah, OK. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.