AccountId: 011433970860
ContactId: 655ac54d-42f0-459e-8d4b-8bbb0ebc34b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374709 ms
Total Talk Time (AGENT): 139247 ms
Total Talk Time (CUSTOMER): 89469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/655ac54d-42f0-459e-8d4b-8bbb0ebc34b4_20250514T20:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to get registered online so that I can make a claim.
[CUSTOMER][NEUTRAL] Um, but it's saying no user was found. Can you help me?
[AGENT][NEUTRAL] Yes ma'am, uh, what's your name and the policy number, please?
[CUSTOMER][NEUTRAL] I don't have the policy number.
[AGENT][NEUTRAL] OK, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Hold on one moment, Ms. [PII]. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth and mail address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Um, is, is it either [PII]?
[AGENT][NEUTRAL] Oh, I don't show an email address on the system. That may be the reason why I wouldn't uh recognize you, but what's that, oh.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can give me any email you prefer.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I do show a different address in the system.
[CUSTOMER][NEUTRAL] Is it um [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's your current mailing address so I can change it in the system?
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] Because that that could be an issue as well when you signed on, did you select individual and then new I mean new user and then individual?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment of changing our system then you should be able to because I'm assuming that's the reason why because the email address wasn't in the system and the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The mailing address was different. Give me one moment.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have it changed so hopefully should be able to get in there now because um like I said, I think it was the address and the email.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, let me try it right quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Mm, it still says there's a problem.
[AGENT][NEUTRAL] OK, let me make sure we have your social correct. Verify your social for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, that's what we have and when you're putting in the information when it asks for a member ID, your social, are you using your social?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And are you on a laptop or are you trying to do it on a phone?
[CUSTOMER][NEUTRAL] I'm on a laptop.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not sure why. Let me check one other thing. Give me one moment.
[AGENT][NEUTRAL] Oh, I just misspelled. Let me try one more time.
[AGENT][NEUTRAL] OK, now try. I think it's I misspelled your email address even though I checked it twice, but um I say try again now and see if that works.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] OK, that works. Thank you so much.
[AGENT][POSITIVE] Oh, yes, ma'am, and thank you for calling APO Ms. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.