AccountId: 011433970860
ContactId: 6a526c22-b7bc-4396-9bcc-668227157ec9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490679 ms
Total Talk Time (AGENT): 137206 ms
Total Talk Time (CUSTOMER): 235884 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6a526c22-b7bc-4396-9bcc-668227157ec9_20250605T16:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I was calling because I was trying to, uh, sign up with the, uh, or trying to create a log in on the website. Um, I had one previously and it wouldn't let me log in and so I was trying to recreate a new one but it says that my information was not found.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 017921117
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then can you verify your address and your um email address?
[CUSTOMER][NEUTRAL] Uh yes, [PII], and the email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK, so are you, you're at the [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, that's where I was at, uh, just earlier, yeah.
[AGENT][NEUTRAL] OK, and then you'll click on create a new account um you won't be able to log in, you'll have to create a new account.
[CUSTOMER][NEUTRAL] Yeah, I had clicked on that um on that first.
[AGENT][NEUTRAL] OK, and then did you do pick insured?
[CUSTOMER][NEUTRAL] Yes, I did. Basically filling the form out and you get the information from their.
[AGENT][NEUTRAL] OK. And then,
[AGENT][NEUTRAL] It'll ask for um all the information. You'll need to enter your full social, no dashes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Yeah, I entered my social. I started with that and um it did it it said that nothing was found that matched that information and then the second time I entered um the policy number with no dashes or anything and it still said the same thing.
[AGENT][NEUTRAL] OK, so you entered your last name, your social, your zip, your email, the one that you provided to me, and then date of birth.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And sales.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] And, and what is it saying?
[CUSTOMER][NEUTRAL] Um, let me look at it again because it said something like um.
[CUSTOMER][NEUTRAL] It no match found or something like that. I'm gonna put you on speaker real quick.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] I would scroll down and see what we write about next month.
[CUSTOMER][NEUTRAL] So it says no user was found with this information that was entered.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Taking the
[AGENT][NEUTRAL] And we have [PII] Is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] And I've got your social as
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Am I using the right one? No, you are.
[CUSTOMER][NEGATIVE] Uh slow down.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then, OK.
[CUSTOMER][NEUTRAL] Yes, the code.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Make sure we've got your email.
[CUSTOMER][NEUTRAL] So that's the thing that's me because we do report on trying to loan and saying that's possible.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what I wanna know the time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This particular family, the father speaks some English.
[CUSTOMER][NEUTRAL] Enough that we can converse because I, I um.
[AGENT][NEUTRAL] OK, and then lastly, date of birth, [PII].
[CUSTOMER][NEUTRAL] Yes, but I'm not sure.
[AGENT][NEUTRAL] OK, and you were on the insured, correct?
[AGENT][NEUTRAL] Option
[CUSTOMER][NEUTRAL] Uh, yes, I did. That's what I clicked on. I can go back just let me make sure. Yeah, I had clicked on insured.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then it says no
[AGENT][NEGATIVE] I wouldn't work with that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This, I mean if I were just straight out yeah and I.
[AGENT][NEUTRAL] OK, let me check one other place. Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Is it not creating.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so sorry about that. And do you know what browser you're using?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, safari.
[AGENT][NEUTRAL] Like, sorry, OK.
[CUSTOMER][NEUTRAL] So far, uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, [PII], OK.
[AGENT][NEUTRAL] OK, and so and then it said user not found correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes ma'am, OK, um, I can try to help you with.
[AGENT][NEUTRAL] OK, yeah, I've got you in the system. I don't know why it wouldn't go through, so I'm gonna have to put in an IT ticket for it. Um, it usually takes about 24 to 48 hours. Um, we just changed our website like I said it's a whole different, um, same address but different website, so, um, do you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have got in.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Do you have a good method of communication you'd like to, do you want to call back or should we email you or?
[CUSTOMER][NEUTRAL] It was just
[CUSTOMER][NEUTRAL] Um, you can email me. I can give, or yeah, you can just use the email that was provided.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, oh, if you pull up her chart, you know, with the little yellows over.
[AGENT][NEUTRAL] OK, I'll get this ticket put in. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Um, no, I was just, uh, wanting to go into the website to look at some claims, but, um, I can wait.
[AGENT][POSITIVE] OK, OK, I'll get this uh sent over and then when we get this resolved, we'll give you a contact back.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.