AccountId: 011433970860
ContactId: 6c9548fb-a883-480b-98f5-56bd95750075
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430309 ms
Total Talk Time (AGENT): 107617 ms
Total Talk Time (CUSTOMER): 184191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/6c9548fb-a883-480b-98f5-56bd95750075_20250124T20:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yes, I'm calling to see, um, I'm trying to log in on your online website, but it's telling me, um, what did it tell me?
[CUSTOMER][NEGATIVE] It's basically telling me that it's not active.
[AGENT][NEUTRAL] OK. Can I have your phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, my number is [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I do, um, let me see.
[CUSTOMER][NEUTRAL] Policy number is 02516813.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Um, my name is [PII], but the insurance is under [PII].
[CUSTOMER][NEUTRAL] She's a spouse, and he has this insurance.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[AGENT][NEUTRAL] OK, I can't give you any information on the policy because you're not on the policy. Is he there with you?
[CUSTOMER][NEUTRAL] Uh, he's on the road, but if you would like to give him a call, um, that number that's listed for him is active. It's a good number for him.
[AGENT][NEUTRAL] Yes, ma'am. He would have to give us a call and give uh uh.
[AGENT][NEUTRAL] Let us know it would be OK to speak with you on the phone.
[CUSTOMER][NEUTRAL] Uh, can I add him into the call because he won't call on his phone.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I have the insurance company on the phone. Can you give her permission to speak with me?
[CUSTOMER][NEUTRAL] Yes, ma'am. She had permission to speak with you.
[AGENT][POSITIVE] OK. Thank you, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm, bye bye.
[CUSTOMER][POSITIVE] All right. I'll call you back. Uh, thanks.
[AGENT][NEUTRAL] And what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII], the exact same last name.
[AGENT][POSITIVE] OK, thank you. [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you had questions about the policy?
[CUSTOMER][NEUTRAL] Uh, we're just trying to get to set up the online account and it won't let us set it up online.
[CUSTOMER][NEGATIVE] It keeps saying the policy number is inactive.
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, that's correct. So, um, I'm not sure why it's not letting me pull it up because it is showing active on my end.
[CUSTOMER][NEUTRAL] And then I put his social, do I need to put the social in or the member ID?
[AGENT][NEUTRAL] Try putting this social in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I'm gonna try it again and just see what I get and then if I'm still having issues, I'll just give you all a call back.
[AGENT][NEUTRAL] OK, or you can try to pull it up while I'm on the phone if you want to.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. Let me see here.
[AGENT][NEUTRAL] That way I can try to see what's uh wrong because if every little detail is not correct, it's not gonna pull up like, you know, a date of birth or something like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me go back to the website. I had it on my phone. Is it um
[AGENT][POSITIVE] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so new user.
[CUSTOMER][NEUTRAL] I am the individual with the insurance policy.
[CUSTOMER][NEUTRAL] OK, last name [PII] Let's go in and see what we get.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. The email address that you put on file is [PII].
[AGENT][NEUTRAL] Hold on just a second, I'll look it up.
[AGENT][NEUTRAL] What, what email address did you say?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's probably why that's not the one we have.
[CUSTOMER][NEUTRAL] Oh Lord, I wonder which one he needs. Let me ask.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] What other.
[AGENT][NEGATIVE] Yeah, every little thing doesn't match, it's not gonna come up.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I asked him 1000 times, is this the email address that he used? I knew the social and birthday was right, but he was like, yes, I use Tultra. I was like, OK. So evidently there's
[AGENT][NEUTRAL] Does he have a work address or?
[CUSTOMER][NEUTRAL] How did the old
[AGENT][NEUTRAL] That he uses.
[CUSTOMER][NEUTRAL] So whenever he locked himself out of, out of one, he'd make a new one.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So that's just the thing.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hopefully, if he remembers.
[CUSTOMER][NEUTRAL] So that's probably what it is. So once he figure out which email address he used on on this account, then we should be able to log in that's fine.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes, ma'am. Well, thank you so much.
[AGENT][NEUTRAL] You're welcome. If you have any more questions, just give us a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.