AccountId: 011433970860
ContactId: 7125caeb-5176-446f-8dcc-8c3ce1cd1e10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 848859 ms
Total Talk Time (AGENT): 203139 ms
Total Talk Time (CUSTOMER): 285319 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7125caeb-5176-446f-8dcc-8c3ce1cd1e10_20250604T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Good morning. Um, this is [PII], and I am having such a hard time trying to log in into the new, the new website.
[AGENT][POSITIVE] OK. Yes, ma'am. I can further assist you. Um first, could I get your name again and a callback number just in case we're disconnected?
[CUSTOMER][NEGATIVE] Yeah and you you're breaking up.
[CUSTOMER][NEUTRAL] I'm sorry, you're asking me for a number?
[AGENT][NEUTRAL] Um, well, first, I ask for your name and a little callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Oh, of course, [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK. Could I get your policy number, please?
[CUSTOMER][NEUTRAL] 02502437.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, [PII]. So please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um did you go to [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you click on um create new account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you let the system know that you are the insured?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what other fields um did it did it ask you to fill in to set up a new account?
[CUSTOMER][NEGATIVE] Yes, I, I feel that all of them, and it still says it doesn't recognize it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And does it ask for your email address?
[CUSTOMER][NEUTRAL] Yeah, it did, it did.
[AGENT][NEUTRAL] And what email address did you enter?
[CUSTOMER][NEUTRAL] The same one that I just gave you.
[AGENT][NEUTRAL] OK. And um the [PII], did you put that in caps? Cause in our system, we showed that it's in caps.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, still rejecting it.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEGATIVE] Just new user was not fine mhm.
[AGENT][NEUTRAL] And under policy number, um, what did you enter? Exactly what did you put in there?
[CUSTOMER][NEUTRAL] That that number that's 02502437.
[AGENT][NEUTRAL] 02502437
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And does it also ask for your social?
[CUSTOMER][NEGATIVE] Yeah, but I didn't wanna use that.
[AGENT][NEUTRAL] OK. Well, just to uh set it up, try to see if it will take your social.
[AGENT][NEUTRAL] You can remove the policy number and enter your social.
[CUSTOMER][NEUTRAL] Well, I will do it, but I do have to say I, I'm not comfortable putting my social there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we wanna see if it does.
[AGENT][NEUTRAL] Set up your new policy.
[AGENT][NEUTRAL] If it will recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account set up. OK, it seems like it took that.
[CUSTOMER][NEUTRAL] And I was asking again for the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] You said that the that my email is only caps in the system?
[AGENT][NEUTRAL] Um, in our system is showing that um the D and the J is in caps. Yes, ma'am.
[CUSTOMER][NEGATIVE] Wow, what an inconvenience.
[AGENT][NEUTRAL] Well, I can um I can change that. So the D and the J should be lowercase.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what about [PII]?
[CUSTOMER][NEGATIVE] That that's gonna be lower case too.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Does it need to be lowercase? I'm asking you what's the correct way, and I can uh change that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, all lower case, all of them.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] If you don't mind mhm.
[AGENT][POSITIVE] Sure, no problem. One moment.
[AGENT][NEUTRAL] OK, it's lowercase [PII], all lowercase.
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][POSITIVE] OK, no problem. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, um, it took me to the, to the other screen.
[CUSTOMER][NEUTRAL] And it's asking now for a verification code.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK. And did it, it didn't send you a verification code. It didn't email you one?
[CUSTOMER][NEUTRAL] Oh, it did just now it did it did so.
[CUSTOMER][NEUTRAL] I should be OK, correct?
[AGENT][POSITIVE] Yes, ma'am, you should be.
[CUSTOMER][NEUTRAL] To log in and all that.
[CUSTOMER][NEUTRAL] I should be OK.
[AGENT][NEUTRAL] Would you like for me to stay on the line or?
[CUSTOMER][NEUTRAL] Alright then, I think.
[CUSTOMER][NEUTRAL] I was gonna say if you have time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Because I really, really need to go into, into my account and see what's going on.
[AGENT][POSITIVE] OK, no problem. I'll wait.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I did put it in.
[CUSTOMER][NEUTRAL] Hold on just one second. That's the mail room.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sometimes.
[CUSTOMER][NEUTRAL] I'm sorry about that. um, so I got the code I put the code.
[CUSTOMER][NEUTRAL] And then I click verify verify code.
[CUSTOMER][NEGATIVE] And it says that code is incorrect. Please try again.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] 48.
[CUSTOMER][NEUTRAL] [PII] it is the correct one.
[CUSTOMER][NEUTRAL] Maybe I should request a new one.
[AGENT][POSITIVE] Yeah, request a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] OK, this one is taking a little longer.
[CUSTOMER][NEUTRAL] Than the previous one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] Let's try this.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEUTRAL] Mm, email address verified you can continue.
[CUSTOMER][POSITIVE] What a relief.
[CUSTOMER][NEUTRAL] OK, what it says here display name.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] Display name, is it asking you to enter your name or?
[CUSTOMER][NEUTRAL] OK, yeah, there's a box and it says display name and the one underneath it says given name.
[CUSTOMER][NEUTRAL] I will assume it's my first name and my last name.
[AGENT][POSITIVE] Yeah, try that. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why is this typing in caps.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] The terms I agree to privacy policy.
[CUSTOMER][POSITIVE] Your account has been set successfully.
[CUSTOMER][NEGATIVE] And now I have to log in again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so the, the email is gonna be a lower case right? because.
[AGENT][NEUTRAL] That's right. Yeah, I just changed it.
[CUSTOMER][NEUTRAL] You just
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] And so for whatever the reason it's not letting me change it. I'm clicking inside the box, but it's not.
[CUSTOMER][NEUTRAL] Oh, it's asking me to send another verification code. Is this gonna be like this all the time when I log in?
[AGENT][NEUTRAL] Um, no, I think now it's just getting you to set up a new password.
[CUSTOMER][NEUTRAL] I have to get a uh a quote.
[AGENT][NEUTRAL] And um log in.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2726.
[CUSTOMER][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] Apparently I got kicked out of that where I was supposed to enter my code.
[CUSTOMER][NEUTRAL] And now it's just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Spinning.
[CUSTOMER][NEUTRAL] Like loading
[AGENT][POSITIVE] OK, we'll give it time low.
[AGENT][NEUTRAL] Yeah, it's been doing that and that's because there's several people on the system at the same time doing what you're doing, um, re-logging in and setting up the system, so it may take a little time.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But, but you said that it's spinning and didn't kick you out, it's still spinning, right?
[CUSTOMER][NEUTRAL] Yeah, what happened was that the box that the window where I was.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That I requested the code I I was supposed to enter that in the box. I was checking my email to see about the code and then when I came back it was gone and then on the main screen where it says log in.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Spinning and.
[CUSTOMER][NEUTRAL] Doing its own thing.
[CUSTOMER][NEUTRAL] I'm just gonna try to refresh and see if that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, am I the only one having such a hard time?
[AGENT][NEUTRAL] Um, no, I've been getting calls like this and like I said, um, IT said that it's because several people are, um, setting up their new, um, account in the system.
[AGENT][POSITIVE] And that's why it's um taking its time. Yes, ma'am.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, honestly, I like the old system.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to the online center. OK, I think I'm all set.
[AGENT][POSITIVE] OK. Well, that's great, [PII]. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, no, I just wanted to thank you for your patience and, and for everything.
[AGENT][POSITIVE] No, it's no problem. I thank you for calling ATL and you have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mhm. Thank you. Bye.