AccountId: 011433970860
ContactId: 659ea616-8689-40a6-91ff-ef5f3957b85b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 869570 ms
Total Talk Time (AGENT): 225501 ms
Total Talk Time (CUSTOMER): 143265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/659ea616-8689-40a6-91ff-ef5f3957b85b_20250428T12:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, just starting a new insurance policy and
[CUSTOMER][NEGATIVE] Uh, trying to log in and it's showing uh user not found, um.
[CUSTOMER][NEUTRAL] My policy does not start until [PII], so I'm wondering if that is the issue.
[AGENT][NEUTRAL] Let's see, do you have your policy number on you?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Uh, if you have payer ID group number, um.
[CUSTOMER][NEUTRAL] OK, policy number here uh 02.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 616-657
[AGENT][NEUTRAL] OK, perfect. It could just be like one little thing that you're putting in it's really picky. um OK, I just need to verify a couple pieces of information. Can I have your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, first and last is [PII].
[CUSTOMER][NEUTRAL] Uh date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, perfect. And the mailing address we have on file and email?
[CUSTOMER][NEUTRAL] [PII], and then email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] So you've already created the account it's just.
[AGENT][NEUTRAL] It's not letting you in.
[CUSTOMER][NEGATIVE] No, I'm in the login screen under new user, uh, popped in the information and says a user is not found.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What information I found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then did you click on I am an individual with an APL insurance policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me type in your information on my side and see what pops up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, so then step 2.
[AGENT][NEUTRAL] was identifying information.
[AGENT][NEUTRAL] And then you enter your desired username and password.
[CUSTOMER][NEUTRAL] Um, it's stuck on step 2, so I have, uh, last name is [PII], and I have my social, my zip, my email, and my date of birth, and then I click next.
[AGENT][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, it says no user found with this information.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so it looks like we have [PII].
[AGENT][NEUTRAL] The 3rd
[CUSTOMER][NEUTRAL] Correct. Yeah, [PII] 3rd is my full name.
[AGENT][NEUTRAL] OK, did you put [PII] and then the 3rd?
[CUSTOMER][NEUTRAL] I did, uh, let me try that again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, same thing, um, how does it have the 3rd listed on your end? Is it like a big eye, little eye little eye, or all big eyes?
[AGENT][NEUTRAL] It's all big ice.
[CUSTOMER][NEUTRAL] OK, try that, uh, let me try with my middle name, see if that makes any difference.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like we have your middle initial is [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Just [PII]
[CUSTOMER][NEGATIVE] OK, none of that worked.
[AGENT][NEUTRAL] OK, and then try it without the middle initial?
[CUSTOMER][NEGATIVE] No, it's still not working.
[AGENT][NEUTRAL] OK, so try the last name, type in just [PII] without the third.
[CUSTOMER][NEUTRAL] OK, I have tried that that that's not working either, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The social, do I need the uh hyphens in between the numbers?
[CUSTOMER][NEUTRAL] Or does not matter
[AGENT][NEGATIVE] No, you, no, you do not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just type in the numbers. Mhm.
[CUSTOMER][NEUTRAL] Uh, residential zip code, just the five digits.
[AGENT][POSITIVE] Yes, that's correct. It'd be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm not sure what uh what's tripping up the system.
[AGENT][NEUTRAL] OK, let me ask a colleague really quick and see if it matters about when your policy starts.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sorry, we're going back and forth on this one, just a minute.
[CUSTOMER][POSITIVE] No, not a problem.
[AGENT][NEUTRAL] Yeah, uh, so the log in for the OSC has to match our system and.
[AGENT][NEUTRAL] We've tried, we've tried your last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then for your social, I know it does not allow 0 in the beginning.
[AGENT][NEUTRAL] Did you happen to put a 0 in the beginning?
[CUSTOMER][NEUTRAL] No, no, just my basic social [PII] starting with.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so it's asking you for your last name. Let's try [PII] with [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, it's it's doing the same thing no user found.
[AGENT][NEUTRAL] OK, and then your social, I have in our system, the [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See your zip code.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then email.
[AGENT][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, ERS.
[CUSTOMER][NEUTRAL] That might be the issue.
[AGENT][NEUTRAL] Oh, ERS OK, so I will update that on my end, see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, now try it with just the [PII].
[AGENT][NEUTRAL] I just updated it.
[CUSTOMER][NEGATIVE] Uh, it's still not working.
[CUSTOMER][NEUTRAL] I've tried [PII] and [PII].
[AGENT][NEUTRAL] You tried the [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, cause it's uh [PII].
[CUSTOMER][NEUTRAL] No, it should be [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, I took out the 3 hold on.
[AGENT][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, try again please.
[CUSTOMER][POSITIVE] OK, fine, I made it to the next screen. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Sorry that took a while.
[CUSTOMER][POSITIVE] I appreciate you doing uh going through everything.
[AGENT][NEUTRAL] Yeah, of course, it's really picky. Um, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, that should do it. I appreciate your help. Thank you.
[AGENT][POSITIVE] Yeah, of course. All right, well have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too, be safe. Take care.
[AGENT][NEUTRAL] OK, you too, bye.