AccountId: 011433970860
ContactId: 65360826-a775-473d-9fe5-832dfba643e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538299 ms
Total Talk Time (AGENT): 181165 ms
Total Talk Time (CUSTOMER): 167787 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/65360826-a775-473d-9fe5-832dfba643e0_20250318T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was trying to get access to my account, um, and I'm not able to.
[AGENT][NEUTRAL] All right, um, and so this is your online account, correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right. And are you um an insured, like it's your personal account, or are you with a group?
[CUSTOMER][NEUTRAL] I'm with a group.
[AGENT][NEUTRAL] You're with a group. OK. Do you, do you have the group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, that's a good question. Let me see if I, I have my old card. I'm not sure if it's the same group number or it would be different.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had my old card. Oh yeah, here it is.
[CUSTOMER][NEUTRAL] Um, the group number is 20075.
[CUSTOMER][NEUTRAL] What if I was click on the wrong thing, hold on.
[AGENT][NEUTRAL] And then can I get your first and last name, please?
[CUSTOMER][NEUTRAL] My first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Do you know if you've ever logged in before online ever?
[CUSTOMER][NEGATIVE] Never, never.
[AGENT][NEUTRAL] OK, so you're just trying to get it set up and that's where you're running into an issue? OK, alright, um, so I'm happy to help with that. uh I just need to get a few things from you. Can I verify please your date of birth and address?
[CUSTOMER][POSITIVE] Yes. Yes, yes.
[CUSTOMER][NEUTRAL] [PII]. Address is [PII].
[AGENT][NEUTRAL] Thank you and then can you please verify the email address we should have on file?
[CUSTOMER][NEUTRAL] Um, I, it's, I think it might be [PII], I think.
[AGENT][NEUTRAL] Mhm, yeah, that's the one that we have, and the address we have is the [PII].
[CUSTOMER][NEUTRAL] That's
[AGENT][POSITIVE] OK, OK, and then do you have a good call back number ever just in case something happens on the call I can call you back?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let's see here.
[AGENT][NEUTRAL] All right, when you're on step on step one, you're clicking I'm an individual with an APL policy, is that what you were clicking?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then the next spot, it asks for your last name, you can put in your social, the zip code you're putting in [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the email you're putting in the [PII]?
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] We have your date of birth as [PII].
[CUSTOMER][NEGATIVE] That's correct, and I'm getting a message saying that I need to oops there, there seems to be a problem. I can't contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hmm, OK. Let me see if maybe.
[CUSTOMER][NEUTRAL] Do they spell my last name correctly? [PII] or the email is incorrect?
[AGENT][NEUTRAL] So then we have your last name is [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm. The email, let me verify this. Now, the email we have is [PII] and [PII] [PII]
[CUSTOMER][NEGATIVE] Ah, that's the problem.
[AGENT][NEUTRAL] That's the problem, OK.
[CUSTOMER][NEUTRAL] [PII], should be the same as my last name.
[AGENT][NEUTRAL] It's just as your last name, OK.
[AGENT][NEUTRAL] Yeah, all right, so let's update this.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] All right, [PII]. Give it another try and hopefully it'll let you move forward this time.
[CUSTOMER][NEUTRAL] Ah yes, I know.
[AGENT][POSITIVE] Yeah, sorry about that.
[CUSTOMER][POSITIVE] It's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was trying to use the um get the card.
[CUSTOMER][NEUTRAL] So I was trying to figure out how to get that.
[CUSTOMER][NEUTRAL] And I didn't want to give them the old one because I'm not sure if it would work or if it's the same.
[AGENT][NEUTRAL] OK, so you want a copy of the ID card once you get in there?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, account has been successfully created um.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] That's just there we go.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, ready to go.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, I guess this is the new active.
[CUSTOMER][NEUTRAL] Alright, so I just need to try to find where I get the cards from now.
[AGENT][NEUTRAL] Uh, once you log in and everything on the right hand side you should see something that says my ID card.
[CUSTOMER][NEUTRAL] Um, give me a second.
[CUSTOMER][NEUTRAL] Uh, uh, OK, my ID card.
[CUSTOMER][NEUTRAL] Simple
[CUSTOMER][NEUTRAL] Available card, it has 2 of them there.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Right, so you can download whichever one that you need.
[CUSTOMER][NEUTRAL] Let's say 0 OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, that's the old one.
[CUSTOMER][NEUTRAL] Uh, this is the new one. No, wait, wait, wait, wait.
[CUSTOMER][NEUTRAL] Is the old, this is as effective, oh wait, wait, wait.
[CUSTOMER][POSITIVE] It has the effective date.
[CUSTOMER][NEUTRAL] Does it have an expiration date or it's the same?
[AGENT][NEUTRAL] If you, no, if your policy is still active, it's just showing when your policy started, when it was effective, and most providers, that's what they need, uh, they want the effective date, so they can call and verify if they need to if it's still active, but it's not gonna show any sort of end date because the policy is still active, just a start date.
[CUSTOMER][POSITIVE] Alright, so I think, OK, alright, so we can, I could use that then. Alright, perfect, perfect, perfect. Alright, I will go ahead and um.
[CUSTOMER][NEUTRAL] Do that and.
[CUSTOMER][POSITIVE] Let me just double check. Alright, perfect, this is good.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] This is, this is awesome, yeah, that's what I wanted. Thank you very much, uh, much appreciated.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. Have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you. You do the same. Thank you. Bye-bye.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, bye bye.