AccountId: 011433970860
ContactId: 6edbe0ee-6c40-4ca4-a6f0-3f6f7d6b173a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 976270 ms
Total Talk Time (AGENT): 98937 ms
Total Talk Time (CUSTOMER): 181402 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6edbe0ee-6c40-4ca4-a6f0-3f6f7d6b173a_20250204T20:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I was trying to register an account online and it just won't let me it keeps giving me an error.
[AGENT][NEUTRAL] OK, let's see what's going on. What's your name?
[CUSTOMER][NEUTRAL] [PII], last name [PII] spelled [PII].
[AGENT][NEUTRAL] And what your
[AGENT][NEUTRAL] That's OK. I just need your policy number.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Oh, policy number, let me see if I have that.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 852-229.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII], what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII] and then [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] I'm trying to remember what I put on there, but it should be [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][POSITIVE] Of course, take your time.
[AGENT][NEUTRAL] And give me, give me your city again.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] [PII], can I ask you a question? Do you have a security code on your file?
[CUSTOMER][NEUTRAL] Not that I know of. I do not. Hmm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so what website are you on?
[CUSTOMER][NEUTRAL] Um, I went to the one that came in the letter, the [PII] hashtag login.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you go there, what um happens?
[CUSTOMER][NEUTRAL] So it will let me put in.
[CUSTOMER][NEUTRAL] My information under new user because I selected individual with an APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then from there it will let me put in let me get back here.
[CUSTOMER][NEGATIVE] My last name, social security number, zip code, email, and date of birth, and then I click next and it spins and then it gives me the error code of we're unable to process this now then the phone number would select option 4.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Give me 1 2nd, OK, [PII]?
[CUSTOMER][POSITIVE] Sure. Take your time.
[AGENT][NEUTRAL] I'm thinking it's your city. Give me a second as to why you can't get on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now, um.
[AGENT][NEUTRAL] Did it, did it take you to the uh create a username password screen?
[CUSTOMER][NEGATIVE] It did not.
[AGENT][NEUTRAL] OK, so if you don't mind, um, start over from the beginning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we'd ask you to verify those security questions and see what happens.
[CUSTOMER][NEUTRAL] Uh, now it's gonna let me create.
[AGENT][NEUTRAL] OK, so it was your city. It was the city?
[CUSTOMER][NEUTRAL] A user name.
[CUSTOMER][NEUTRAL] Uh, was it trying to take it as [PII]?
[AGENT][NEUTRAL] Yes, is that it says security dash [PII]. Was that a city in [PII]?
[CUSTOMER][NEUTRAL] Security. It's not, we're actually a suburb.
[CUSTOMER][NEUTRAL] But I wonder sometimes if they do that because we have a separate zip code, but and I, I never think to ask about that security wise yeah.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Because all of our mail actually goes through [PII]. It's interesting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It made sense to somebody somewhere I'm sure.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] That's interesting.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] We stay in my childhood home, so this house and this address is we've had for over 50 some years, and it just seems like here lately that's become a problem.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I I always forget about it, but I will have to, yeah, start thinking about that too that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] Yeah, it's at security. Widespread or something like that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's an actual city?
[CUSTOMER][NEUTRAL] OK, great. It, it's not, we are just a little tiny suburb that just sits outside of [PII] Springs. We're close to two of the three military bases here.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um it's it's always been just a suburb um the nearest city is actually [PII] and then we've got um [PII] to the right of us it's, it's just interesting that we're we're not incorporatedway City we're just county address so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. All righty.
[CUSTOMER][NEUTRAL] That's one of those, one of those crazy things that it's like, OK, um, I know whenever they try to make us part of the city, we always say no.
[AGENT][POSITIVE] Right. OK. All righty.
[CUSTOMER][POSITIVE] OK, yes, awesome it is letting me in now so that is exactly what I need.
[AGENT][POSITIVE] Yeah, I do show that it's active. All right, anything else, [PII], I can help with today?
[CUSTOMER][POSITIVE] That was it. Thank you so much for your time and you have a great rest of your day.
[AGENT][POSITIVE] You too thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Uh bye-bye.