AccountId: 011433970860
ContactId: 81f1c5b0-113d-4b01-88eb-5087ca7f1d6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470959 ms
Total Talk Time (AGENT): 195867 ms
Total Talk Time (CUSTOMER): 153643 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/81f1c5b0-113d-4b01-88eb-5087ca7f1d6a_20250519T19:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I'm trying to log into my APL account and when I put in my information it says that um there's no user found.
[AGENT][NEUTRAL] OK, um, I can definitely help you with the online registration, but before we proceed, is it possible to get a callback number in your name, please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and the best callback number is [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Um, give me one second.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't think I have my policy number. I can try and find it. Do you need it? I can give you any other info.
[AGENT][NEUTRAL] I can do a name search or a social search.
[CUSTOMER][NEUTRAL] OK, either one I can give you.
[AGENT][NEUTRAL] What's your last name, Ms. [PII]?
[CUSTOMER][POSITIVE] [PII], like the color.
[AGENT][NEUTRAL] OK, and what state are you currently located in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me one moment.
[AGENT][NEUTRAL] Can you spell your first name with two [PII]'s, correct?
[CUSTOMER][NEUTRAL] 1 L. 2 S's.
[AGENT][POSITIVE] OK, 102 Ss. Alright, thank you for that. Bear with me.
[AGENT][NEUTRAL] Do you happen to have a middle name, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you for that, bear with me.
[AGENT][NEUTRAL] I apologize. It's a lot of [PII] in the system.
[CUSTOMER][POSITIVE] No problem. I can give you my social if it's easier.
[AGENT][NEUTRAL] That would probably be the quickest way. Um, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, I got you pulled up and you created the account already you said it's just not letting you in.
[CUSTOMER][NEGATIVE] I mean I don't know if I ever made the account um but when I try and log in with all the info I just gave you name, social, and it just says no accounts associated or user or anything.
[AGENT][NEUTRAL] User
[AGENT][NEUTRAL] OK, so let's verify a few things because demographics are supposed to be the same in the system when you are registering. If not, it'll give you an error message. So if you will, can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII], um, my billing has probably changed, um, it should be [PII].
[AGENT][NEUTRAL] Looks like that's not what we have on file so that may be why you're getting an error. We have an older.
[CUSTOMER][NEUTRAL] It didn't even ask me that, um.
[CUSTOMER][NEUTRAL] When I tried to log in.
[AGENT][NEUTRAL] It generally asks for the zip code. Yeah, it's the zip code is what it asks for. So if it's not right in our system, it'll give you an error message, but it looks like we have an old address, um [PII].
[CUSTOMER][NEUTRAL] For an address oh it's
[AGENT][NEUTRAL] Does that sound right?
[CUSTOMER][NEUTRAL] I don't even know what [PII]. No, can you say that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, that's just it. No, that's a very old address.
[AGENT][NEUTRAL] OK, so give me the new address again, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And also let me get an email account for you we don't have one on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So that's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the number that you gave me is your callback number. Is this the same number that we can use as far as your demographics in case we need to reach out to you, the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, if you'll go out of the online service center and come back in and attempt to create a new user account, it should allow you to it doesn't look like you've created one I think maybe you're getting the error message because the zip code.
[AGENT][NEUTRAL] Was incorrect on our end, but everything's been updated so it should allow you access.
[CUSTOMER][NEUTRAL] OK. If you can just give me one second, I'm almost done.
[AGENT][NEUTRAL] Oh no, no, take it, take your time. um, I will let you know that your password does have to have one cap, one number, and one special symbol, and it cannot have any relevance or correlation to your username or it'll give you a error message due to PI. It's like a security thing. It doesn't want it to have any affiliation with each other.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I was able to get in. I'm just creating um.
[AGENT][NEUTRAL] Do you need cards, physical cards to be mailed to you, Ms. [PII]?
[CUSTOMER][NEUTRAL] There are like
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I can get into this, I don't please enter a user name.
[AGENT][POSITIVE] Yes, you can definitely um download. Once you get in here, you'll be able to download.
[AGENT][NEUTRAL] Any cards if needed, temporary ID cards, it's gonna be the same thing that you would get in the mail as well.
[CUSTOMER][POSITIVE] OK. Um, I think I'm able to successfully log in. Um, I am all good now. Thank you so much for your help.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. And is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.