AccountId: 011433970860
ContactId: 8d3de119-e9a3-478f-a15d-4d136a3b0704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638400 ms
Total Talk Time (AGENT): 190758 ms
Total Talk Time (CUSTOMER): 189574 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/8d3de119-e9a3-478f-a15d-4d136a3b0704_20250502T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, my name is [PII], and I tried all day yesterday and made about 4 phone calls to y'all trying to get an account set up.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Uh, thanks so I can get uh.
[CUSTOMER][NEUTRAL] Some claim a claim filed and I was not able to keep saying that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the information I give them that person does not exist, but it's exactly the information that y'all have.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] All 4 people said so.
[CUSTOMER][NEUTRAL] So if we, if you can have more success than they did if you don't mind.
[AGENT][NEUTRAL] Yeah, [PII], I'm sorry to hear it's been such a trouble. What is the uh policy number? Do you have that?
[CUSTOMER][NEUTRAL] Policy number 126.
[CUSTOMER][NEUTRAL] 6024
[AGENT][NEUTRAL] OK, let me just pull that up here. Give me one moment please.
[AGENT][NEUTRAL] All right, and then [PII], just for security, I do need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Date of birth is [PII] excuse me, I was giving you my wife's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was my work address which was [PII].
[CUSTOMER][NEUTRAL] ISD I think
[CUSTOMER][NEUTRAL] But they changed that yesterday and you are showing that it is currently the [PII] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was just checking the spelling. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII], yeah.
[CUSTOMER][NEUTRAL] OK, OK, right. Yeah. I thought you said [PII] instead of [PII] I'm sorry.
[AGENT][NEUTRAL] Alright, let's
[AGENT][NEUTRAL] No, that's totally fine. Sometimes we.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] On the same.
[CUSTOMER][NEGATIVE] Uh, well, maybe I'm looking for things to be wrong so I can find out why it's not working.
[AGENT][NEUTRAL] Right, and the zip code is [PII], correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And then
[AGENT][NEUTRAL] Are you putting in your social um.
[CUSTOMER][NEUTRAL] Total social which do you have it? Can you verify it?
[AGENT][NEUTRAL] Yep, so we have [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of birth [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let's see. Um, I can try and get it set up for you and then see what happens here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK. That looks like.
[AGENT][NEUTRAL] Tells me the same thing.
[AGENT][NEUTRAL] And I did check.
[CUSTOMER][NEUTRAL] And I guess I can do everything I need to do on the phone. I hate, you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I don't, I, I mean.
[AGENT][NEGATIVE] There's no profile set up.
[AGENT][NEUTRAL] I did check that.
[CUSTOMER][NEUTRAL] That's what I was wondering, but I haven't tried, I even tried going in and.
[CUSTOMER][NEUTRAL] To to sign in and they they forgot uh password and it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Wouldn't even send me an email so.
[AGENT][NEUTRAL] Alright, so let me.
[CUSTOMER][NEGATIVE] To reset it.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me see if I have any.
[AGENT][NEUTRAL] Troubleshooting that we can go through here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] You know I thought it might be, uh, I thought yesterday it might be on the schools, uh, that there were filters that were keeping to go through, but I tried it on my home Wi Fi last night and it didn't work so but she said it's not working from there so it's so it's.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] If it, if you can't get it to go through then it's probably not on my end, right?
[AGENT][NEUTRAL] I don't think so. I mean, and then the troubleshooting, you know, it talks about like if your social starts with a 0, but that's not the case here. Like there's some, you know, and then it talks about obviously don't use a mobile device, but that's not the case here either so the only other thing.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That I know to do.
[CUSTOMER][NEUTRAL] Well I'm, I'm on my phone but it would should go through.
[CUSTOMER][NEUTRAL] If you tried it even though I'm on a, on my phone right?
[AGENT][NEUTRAL] Well, I mean, I'm trying it from, yeah, like a desktop. I'm not trying it from mobile because they generally say that, yeah, mobile devices, it will give you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Kind of an issue. Um, let's see.
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] I could
[CUSTOMER][NEUTRAL] Either have our tech people try to do it or do it from my laptop when I get home.
[CUSTOMER][NEUTRAL] But apparently, I mean, it appears that that's not the problem.
[AGENT][NEUTRAL] Yeah, I don't know that that's, yeah, um.
[CUSTOMER][NEGATIVE] They're not the only problem.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Unless I've had too many attempts, but I think that's what it would say.
[AGENT][NEUTRAL] Yeah, when, you know, um.
[CUSTOMER][NEUTRAL] Wouldn't say I couldn't be found.
[AGENT][NEUTRAL] I don't think so, no. Um, let's see.
[AGENT][NEUTRAL] Let me, [PII], if you don't mind, um, I can place you on hold or call you back, whatever is best for you. Let me reach out to um an IT desk and see if there's something that we're missing on here. um, do you wanna call?
[CUSTOMER][NEUTRAL] OK, and they did that yesterday they did that yesterday and said the, the thing about a laptop, I mean not doing it on a mobile device.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But I'm, I, and I don't, I don't know why that would affect what you're doing, but I'm not a tech guy, so I don't know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, whatever works best for you. I don't how long would be couple of minutes or longer.
[CUSTOMER][NEUTRAL] Why don't you just call me back?
[AGENT][NEUTRAL] OK, not a problem. Is this [PII] a good callback number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, just give me about 5 or 10 minutes. I'll give you a call back, OK?
[CUSTOMER][NEUTRAL] OK, thanks. And what was your name?
[AGENT][NEUTRAL] Mhm. My name is [PII].
[CUSTOMER][NEUTRAL] What your name? [PII]. OK. Thank you, [PII]. Bye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You're welcome, [PII]. Bye bye.