AccountId: 011433970860
ContactId: 7ebfeb12-5e55-42bc-b22c-b404ecd0b49e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637929 ms
Total Talk Time (AGENT): 236395 ms
Total Talk Time (CUSTOMER): 324492 ms
Interruptions: 18
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/7ebfeb12-5e55-42bc-b22c-b404ecd0b49e_20250102T20:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII] I'm new to APL actually um and I'm trying to set up my new user account and it isn't it isn't working properly.
[AGENT][NEUTRAL] I just, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] So I went to oh go ahead that's no I'm sorry so I went to a [PII] and then I went to sign in new user. I entered my last name, my social, my zip code, my regular email, my date of birth, and then it said that um I may not eligible to create an account.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'll be happy to assist you. It may just be that we, we have a different email on file or something like that. So let's just take a look. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I don't have a policy number, but I do have a group number if that helps.
[AGENT][NEUTRAL] All right. And what is that group number?
[CUSTOMER][NEUTRAL] It is 26332.
[AGENT][NEUTRAL] All right, bear with me just one moment. Let me get that group pulled up and we'll take a look and see what's going on for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I do apologize, my computer is just taking its sweet time.
[CUSTOMER][NEUTRAL] Mhm, it does that, doesn't it?
[AGENT][POSITIVE] It does modern technology.
[CUSTOMER][NEUTRAL] Uh modern technology.
[AGENT][NEUTRAL] What's your last name? Let me see if I can look it up a different way.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Uh, how do you say that? [PII]?
[CUSTOMER][POSITIVE] [PII], no, that was good. That was, yeah, [PII], yes.
[AGENT][NEUTRAL] Oh, could she. I try.
[AGENT][POSITIVE] What is she, that's cool. What's the first name?
[CUSTOMER][POSITIVE] Mhm, thank you. [PII]
[AGENT][POSITIVE] That's just the coolest last name. I'm sorry.
[CUSTOMER][POSITIVE] Oh thank you so much I appreciate that.
[AGENT][NEUTRAL] And what is your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My, my personal email is [PII].
[AGENT][NEUTRAL] I think I already see what the problem was. um, can you verify your current mailing address?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] Mhm, it is [PII].
[AGENT][POSITIVE] Thank you. And you said um that [PII]?
[CUSTOMER][NEUTRAL] Mhm yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In the last
[CUSTOMER][NEUTRAL] Did it have my work email?
[AGENT][NEUTRAL] Didn't have any work or any email on file so that's why it's not recognizing you and let me just verify that callback number [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, oh, that would do it, yeah.
[CUSTOMER][NEUTRAL] Verify that call back number [PII].
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. You wanna, are you where you can try it again?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, let me.
[AGENT][NEGATIVE] I think that's gonna be the issue.
[CUSTOMER][NEUTRAL] OK, [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] It's giving me the same thing. Let me refresh and try it again. I'll just try fresh.
[AGENT][NEUTRAL] Yeah, and you said your email [PII].
[CUSTOMER][POSITIVE] a new user, yes ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], right?
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] That yes [PII].
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Just making sure on that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then it needs your whole social.
[CUSTOMER][NEUTRAL] Yes, alrighty, it says that I'm not eligible to create an account. It it says the same.
[AGENT][NEUTRAL] OK, hang on just a second, let me see if I can get.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] To that next page and let's see what's going on. And did you choose, I'm an individual with an APL insurance policy?
[CUSTOMER][NEUTRAL] That next page
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Should I should I should I select I'm an employer or group?
[AGENT][NEUTRAL] The first one? OK.
[AGENT][NEUTRAL] No, it should be the individual.
[CUSTOMER][NEUTRAL] OK, the individual, OK, yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's check your social if you don't mind. Yeah, [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. OK, let me, let me correct that. Looks like we got too many twos.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, well.
[AGENT][NEUTRAL] And your residential zip is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me check something else.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind holding just one moment?
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, can you help me real quick check something?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, policy number 258.
[AGENT][NEUTRAL] 344 4.
[AGENT][NEUTRAL] I[PII] for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] She's trying to create an account. I did add all her information. She didn't have an email or anything verify everything. We're both getting an error, um.
[AGENT][NEUTRAL] That you may not be able eligible to create an account. Do you see any reason?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you verified her social and her zip code?
[AGENT][NEUTRAL] Yeah, I verified everything.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Usually.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] I can find something in the CUNAM screen but I don't see anything there. Let me, let me try it.
[CUSTOMER][NEUTRAL] Uh, the user.
[CUSTOMER][NEUTRAL] I'm an individual.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] And I say let's back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It appears you may not be eligible to create an account.
[AGENT][NEUTRAL] Why would that be for policies that this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, it's not been processed yet.
[CUSTOMER][NEUTRAL] If if you go PIDAT you'll see it's still in the e status.
[CUSTOMER][NEUTRAL] That means it was entered today it processes tonight.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And she'll she'll be able to register tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I was like, wow, wow, wow.
[CUSTOMER][POSITIVE] Yeah, I know because I kept looking and I said uh thing looks all right.
[AGENT][NEUTRAL] I didn't you think to go to PIAT. OK, cool beans. I'll tell her. It should be eligible tomorrow just because it's a new policy.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Cool, thank you so much. I appreciate that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] All right. I'll, I'll take care of Ms. [PII]. Thank you.
[CUSTOMER][POSITIVE] OK, have a good day, [PII].
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, are you ready? I figured out why it wouldn't allow us to make that account. Um, the, it is still processing the the policy is, it should, um, tomorrow you should be able to create an account with no problem.
[CUSTOMER][NEUTRAL] OK, oh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] and should be able to create the account.
[CUSTOMER][POSITIVE] Perfect, I appreciate your time. Thank you so very, oh yes, yes, there was a but I'm sorry.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Without, without, yeah, no, no, I was just gonna say I'm glad you called because we did not have that email on file and it would not have allowed you to do it without an email anyway. So now you are good and ready to do it tomorrow.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I appreciate your time thank you so much, dear.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you for calling APL. Have a happy New Year.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEGATIVE] You too dear bye bye.
[AGENT][NEUTRAL] Goodbye.