AccountId: 011433970860
ContactId: 86efaef6-9791-481a-808f-8363a2971efb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237740 ms
Total Talk Time (AGENT): 95547 ms
Total Talk Time (CUSTOMER): 115408 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/86efaef6-9791-481a-808f-8363a2971efb_20250210T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], good morning. I'm trying to open the, the account on the website as a new user so I can submit my forms, and it's telling me that it's, it's not working. It's saying I'm getting a message saying no user was found with the information that it was entered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we can help you. What's your
[CUSTOMER][NEUTRAL] But it's, it's a brand new account.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] This is for my husband, [PII].
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have no idea. I can give you his social.
[AGENT][NEUTRAL] Mhm, what's your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's his social security?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, are you on the policy?
[CUSTOMER][NEUTRAL] And this is, this is through his work.
[AGENT][NEUTRAL] I know it, but are you a dependent on the policy?
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] And do you know what type of policy it is?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, let me see. I have a copy space of what is showing there.
[CUSTOMER][NEUTRAL] Yes or no?
[AGENT][NEUTRAL] I'm not sure you have to look at the pay stub. I don't know what it shows on his pay stub.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEGATIVE] Uh, it shows just disability, but it doesn't show me.
[CUSTOMER][NEUTRAL] It doesn't show like a particular name of the policy or anything.
[AGENT][NEUTRAL] OK, it's a, it's a disability policy.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] And OK, I cannot assist you with setting up the account without getting [PII]'s permission to do so since you're not on the account.
[AGENT][NEUTRAL] So we'll need to get, we'll need to get permission from him. Excuse me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry about that, so we would need to get permission from [PII].
[AGENT][NEUTRAL] To, to move forward.
[CUSTOMER][NEUTRAL] OK, he's at work right now, so I can give you his phone number you can call him or how does this work?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we do not call him he'll have to call us.
[AGENT][NEUTRAL] And then we'll have to get his information verified, get you verified, and, and, and move forward from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but do we both have to call in the same line because he's at work and I'm home, so.
[AGENT][NEUTRAL] Yeah, if he's giving us permission we will need to speak with him and you could he could conference in.
[AGENT][NEUTRAL] Uh, if you know he would like conference you in, um, and then we can give him instructions at that time.
[CUSTOMER][NEUTRAL] OK, so I don't, OK, I get, I understand. Um, however, uh, I, I, I thought this was supposed it was supposed to be something simple, just log in as a new user and create the account. So is that not the right information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I like I said, I can't verify anything with you unfortunately, [PII] until we get [PII]'s permission to speak with you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, but this is not, uh, you're not giving me any information about his policy or anything. It's just like a regular question like uh.
[AGENT][NEUTRAL] That you're trying to create an online account for him.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] So we would need his permission to move forward because there are some security questions that we'll need to ask him.
[CUSTOMER][NEUTRAL] because
[CUSTOMER][NEUTRAL] Even though his account has never been created?
[AGENT][NEUTRAL] Yes, because it's his policy basically it's his policy and you're not on the policy, so we would need to get his permission to speak with you in regards to creating an account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, let me, let me call you back with him on the line then thank you so much.
[AGENT][POSITIVE] OK, that's fine. Have a good day.
[CUSTOMER][NEUTRAL] Mm.