AccountId: 011433970860
ContactId: 928f6b01-d622-4be5-ae6e-30293a9a5ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347619 ms
Total Talk Time (AGENT): 108018 ms
Total Talk Time (CUSTOMER): 92364 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/928f6b01-d622-4be5-ae6e-30293a9a5ef5_20250606T20:15_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I am trying to, um, I guess create a new login for y'all's new portal, um, and it's not letting me do it with my information that I've got.
[AGENT][NEUTRAL] OK, thank you. Are you calling from a group or insured with the policy?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I'm, we're a part of a group, but I'm calling on my individual accounts.
[AGENT][NEUTRAL] OK. What is your name again and your policy number?
[CUSTOMER][NEUTRAL] [PII], uh, policy number is 02013247.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] 43085 address is [PII]. Email address is [PII].
[AGENT][NEUTRAL] Uh, show a different email address in the system. I'm assuming it's a work email?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and are you selecting create a new account and then select an insured?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then ask for your last name, social, zip code, email, and date of birth, and it'll be the email that we have in the system.
[CUSTOMER][NEUTRAL] And that's the
[CUSTOMER][NEUTRAL] OK, let's try it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sorry, I didn't know how that would work that's the same email that I use for our group plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is it gonna give, I mean.
[AGENT][NEUTRAL] Are you a group admin on the group?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let me see, cause I believe you.
[AGENT][NEUTRAL] Let me one moment.
[CUSTOMER][NEUTRAL] Can I access both?
[AGENT][NEUTRAL] That I'm not sure, but I would assume so give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, yeah, let me, uh, I am or message someone to see because I'm assuming that may cause an issue. And if, uh, so I can change your email address for your own personal, um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] To your own personal email instead of your work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would probably be helpful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, what's your because I knew uh the old one, it had issues with that as well um what email address would you like, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I would say on your own personal use your personal email.
[AGENT][NEUTRAL] Did it let you go through? Are you still doing it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try that. Uh, no, I stopped it because it was my work email so let me just, uh, try again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good deal.
[CUSTOMER][POSITIVE] All right, I think that works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Yes, ma'am. All right. Uh, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Very good. I think that's it.
[CUSTOMER][NEUTRAL] I think that should be it.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.