AccountId: 011433970860
ContactId: 854788d1-3b8b-4451-bfad-17611c4d446c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315190 ms
Total Talk Time (AGENT): 167371 ms
Total Talk Time (CUSTOMER): 101537 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/854788d1-3b8b-4451-bfad-17611c4d446c_20250307T17:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to um register myself online with you guys to get access to my information, but it's giving me an error code. Is there any way you can help?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you're the insured and you're trying to set up your personal profile in the online service center but you're getting an error message?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] I don't have that information. I don't think let me check my ADP.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your social and I can look up your information.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Miss [PII], I will have to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] It should be I just recently moved, but the one that you should have is the [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] OK, thank you. And your phone number, the [PII], that is your best contact number that we should have on file for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you and then the last thing is I do need to add an email for you [PII] what email address do you want added?
[CUSTOMER][NEUTRAL] That's gonna be my first name, [PII].
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] OK, so the address, the [PII], is that your current address?
[CUSTOMER][NEUTRAL] It is not. I just recently moved.
[AGENT][NEUTRAL] OK, so what is your new address?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct, [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I have gotten your information updated to your new address, added your email and also your phone number. So we did not have a phone number on file for you, Miss [PII], or the email. So depending on if you were trying to use, I mean those things would have given you an error message for security purposes. Also if you were trying to use your new zip code, OK, that would have been another reason as well.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, it's just.
[CUSTOMER][NEUTRAL] Right, it
[CUSTOMER][POSITIVE] It just uploaded and I was able to get through to create my username.
[AGENT][NEUTRAL] OK perfect so one last thing though have you updated your address with your employer also?
[CUSTOMER][POSITIVE] I just did that this morning, so it should all be coming through to you guys soon.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, good, because we do receive our information via electronic files so if it still had your old address, you know, on the file that we received it would override the change that I just made.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I just wanted to make sure you had done that with them as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Well, is there anything else, Ms. [PII], that I can help you with today?
[CUSTOMER][NEUTRAL] Do you guys have an app or is it just an online through the website?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It is just online through the through the portal website at this time, yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. You're very welcome. So again, is there anything else?
[CUSTOMER][NEUTRAL] I'm gonna be
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] No, thank you so much for all your help, yes.
[AGENT][POSITIVE] Oh, yes, ma'am. Well, you're certainly very welcome. It was my pleasure. So thank you again for calling APL Ms. [PII], and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.