AccountId: 011433970860
ContactId: 666d8fea-042e-4d88-8455-adfcd805075a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322519 ms
Total Talk Time (AGENT): 140205 ms
Total Talk Time (CUSTOMER): 77449 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/666d8fea-042e-4d88-8455-adfcd805075a_20250304T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am, so I'm calling because I got some bills um that I went online to do my claim for and it told me to sign up because I had never done it before, so I put in my credentials, my last name, my social, birthday and all that. It's telling me they can't find me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so that just means something in our system isn't matching something that was inputted. So I can definitely help you with the online service center um sign up. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. May I have your um policy number?
[CUSTOMER][NEUTRAL] My what?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Hold on, let me get it. Hold on, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just had that paper my um policy number 06.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] 024473993
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and thank you so much for verifying your information. So let me see.
[AGENT][NEUTRAL] If I can figure out what's not matching. And um when you were signing up, were you on a desktop or laptop or your phone?
[CUSTOMER][NEUTRAL] My phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That may have something to do with it only because our um website isn't compatible with mobile devices yet, but I'm still gonna look and just make sure what we have here is correct because it as long as it matches then we know it's something else is not the information.
[AGENT][NEUTRAL] And just to make sure we have the, well, let me ask you this. When you, when it asks for your social or your member ID, what number did you put in that field?
[CUSTOMER][NEUTRAL] My social.
[AGENT][NEUTRAL] The full social?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we have [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so sometimes they come over incorrect. I just want to make sure everything is right to see why we're getting that error.
[AGENT][NEUTRAL] And everything matches. Let me try it on my end. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And when it um ask you if you're an individual or an employer or a group, did you play individual?
[CUSTOMER][NEUTRAL] Individual.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] And [PII] is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Oh no, it doesn't say that it's a, it, it can't find you. It says an account already exists. Hold on one second, let me go into the admin and for your account.
[CUSTOMER][NEUTRAL] So on my end, OK, so it didn't say on my end it didn't say an account already yet. It said oops, we cannot find you. Call 1-800 some some some option 4.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] So it didn't say that on my end.
[CUSTOMER][NEUTRAL] Like I know what the message I sent.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Why is it not copy.
[AGENT][NEUTRAL] OK, so you, um, when you try to sign in again, you're gonna click on um log in instead of sign up, and then I have your username here, um, I can give it to you and then your email is the same.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So it's suit me, fee.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um you can use that reset or forgot password link and then once you reset it, it'll go ahead and let you in your account.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, well thanks for calling APL have a great week.
[CUSTOMER][NEUTRAL] You do say.
[AGENT][POSITIVE] Thank you