AccountId: 011433970860
ContactId: 700bf9de-6260-4a9c-bb2f-1aca48e9b653
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485739 ms
Total Talk Time (AGENT): 204734 ms
Total Talk Time (CUSTOMER): 118691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/700bf9de-6260-4a9c-bb2f-1aca48e9b653_20250602T12:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I'm calling because I was trying to log in and um before I had a username, but now it's asking me for an email and I don't know what email is under my account.
[AGENT][NEUTRAL] Mhm. Sure, I can provide that email for you. Um, do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] I do. It's 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 610102
[AGENT][NEUTRAL] All right, thank you very much. And can you verify for me um your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] And um what is the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] OK, the email that we have is [PII].
[CUSTOMER][NEUTRAL] OK, because I actually tried that one, but then it said there was no account with that email, so then I thought I had the wrong email.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And are we, let's see really quick.
[AGENT][NEUTRAL] Um, did you try signing it?
[CUSTOMER][NEUTRAL] When my password?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry. You can go ahead.
[CUSTOMER][NEUTRAL] Yeah, no, I was just wondering would my password be the same that it was when I had the user name instead of the email?
[AGENT][NEUTRAL] Um, yes, we could try that. Um, I apologize, we, we just, um, try to improve the online service center, um, and it was launched during the weekend, so we are learning together about it so we can try that if it doesn't, if it doesn't excuse me, if it doesn't work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Directly logging in with the information um you already have um we can try with the create the um online service account.
[CUSTOMER][NEUTRAL] OK, yeah, because I tried it, so with that email address and my old password and it says we can't seem to find your account.
[AGENT][NEUTRAL] OK, we can try on creating the online service account, the new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I mean I.
[CUSTOMER][NEUTRAL] I think I did it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] No, it keeps telling me the same thing.
[CUSTOMER][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I would go in obviously as like which best which role best describes you as insured, right?
[AGENT][NEUTRAL] Yes, correct. Um, you would enter your last name.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] Social security number?
[AGENT][NEUTRAL] The zip code in the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I do that I click next and it says complete your account set up. I click continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it just brings me back to the login.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So it says welcome to the APL resource center and then it says log in.
[AGENT][NEUTRAL] Alright, I'm gonna note that.
[AGENT][NEUTRAL] And from there
[AGENT][NEUTRAL] Excuse me, does it, um, ask for the um email again like logging in?
[CUSTOMER][NEUTRAL] Yes, so it asked me for the email and the password, but when I put that in, it tells me, so the email that you gave me and I'm using the old password that I had with my other account.
[CUSTOMER][NEUTRAL] Um, it says we can't seem to find your account.
[CUSTOMER][NEUTRAL] And if I do forget your password?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It it says it like asks me to verify the email and then it says email verified but it doesn't give me an option to like change my password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, Ms. [PII]. All right, um, so what I'm gonna do right now is gonna go ahead and submit a ticket um for your policy and mention that the online service center is redirecting you to sign in, but it is not accepting the email address that you um have. You also tried to forgot your password option and it's not allowing you or giving you options of how to um set up a new one.
[AGENT][POSITIVE] I my apologies for this. Um, again, we are trying to improve our online service center and we are all learning as um as a new one too, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, um, I will go ahead and
[AGENT][NEUTRAL] Submit the ticket. Um, I will also reach out to my supervisor about this because, um, um, it is something new and I can give you a call back with any resolution about it. Would you like me to do so or would you like to try it again later during the day?
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] OK. What is a good callback number?
[CUSTOMER][POSITIVE] Um, yeah, you can give me a call back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. um, I will say that my supervisor, well, she should be available now, um, but this might be a, a situation that other insureds might encounter. So it, it will have probably to take a little bit of a minute for us to um solve it, but I'll try to give you a call back before the end of the day. All right? If if there's any um
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Emergency or or um paperwork that you will need to submit. Um, we have the care team where you can um directly contact us as well.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.