AccountId: 011433970860
ContactId: 937aa7e7-8672-419f-b068-aa40727b4a52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441109 ms
Total Talk Time (AGENT): 247615 ms
Total Talk Time (CUSTOMER): 163849 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/937aa7e7-8672-419f-b068-aa40727b4a52_20250211T21:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I need help. I'm, I'm having trouble signing on, on your website. It won't let me sign on and I wanted to try and get on there.
[AGENT][NEUTRAL] OK, so you already have a profile in the online service center or you're trying to create your profile?
[CUSTOMER][NEUTRAL] No, I'm trying to create it.
[AGENT][NEUTRAL] OK, yes, so I can help you with that. And first off, who am I speaking with? You're welcome. Who am I speaking with, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's, it's [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] My, my, my what number?
[AGENT][NEUTRAL] Phone number, your phone callback phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, I, I don't have the policy number. Can you do it through my social?
[AGENT][NEUTRAL] Yes, sir, if you're the subscriber, I should be able to locate it that way.
[CUSTOMER][NEUTRAL] OK, it's 266-977-830.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh-huh, you're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I thought the same.
[CUSTOMER][NEUTRAL] What happened here
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will have to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] thing.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Thank you and lastly your email address and this does appear to be your work email that is on file with us.
[CUSTOMER][NEUTRAL] Alright, I, I called you guys, uh, a couple weeks ago and they're supposed to have updated that, um.
[AGENT][NEUTRAL] OK, now, I can check that for you, but I can tell you, Mr. [PII], that even if we update it.
[AGENT][NEUTRAL] If your employer sends over any type of enrollment or file information that has your work email on it, it will cause a system override of any change that we make.
[CUSTOMER][NEUTRAL] OK. So.
[AGENT][POSITIVE] But I will be happy to try.
[CUSTOMER][NEUTRAL] But, but, uh, OK, but you know, the thing is I'm on Cobra. I've been on COR since April last year and that's why, but I'll give you the work email. It's, it's my.
[AGENT][NEUTRAL] And change that again.
[AGENT][NEUTRAL] No, that's OK. No. Uh-huh. Go ahead. What's that one.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I will update it and we'll see if we can get it to hold. What is the um what is your personal email that you would like it updated to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] MM [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so when you were, um, that's all the information, Mr. [PII] that I'll need to verify with you so when you were trying to set up your profile, were you using your personal email on that one screen?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I was.
[AGENT][NEUTRAL] OK, so that would have been the, that would have been a trigger for to get an error message for security.
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] OK, so let me try that.
[AGENT][NEUTRAL] So see if you can
[AGENT][NEUTRAL] Start from the beginning. No, no, I've updated it to your personal. So just try again using your personal email and see if it will.
[CUSTOMER][NEUTRAL] Let me change it.
[AGENT][NEUTRAL] Except at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, it says no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, so you entered your zip code, your full social security number.
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] My last name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my date of birth.
[AGENT][NEUTRAL] And it says no user was found?
[CUSTOMER][NEUTRAL] Right, and I went under um individual account, correct? That's the correct one, right?
[AGENT][NEUTRAL] Yes, sir. Well, I'll tell you what, Mr. [PII], why don't we start from the very beginning instead of trying to pick up where it gave you that error message.
[CUSTOMER][NEUTRAL] OK, OK. Let me try again then.
[AGENT][NEUTRAL] So just like go all the way back to the very beginning mhm pull the OS um excuse me, the [PII] up again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll select new user.
[CUSTOMER][NEUTRAL] Oh, OK, now I, I got through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so then from there just set it up, right, my profile and I should be OK, right?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Mhm. That is correct. And I do, we do have a user guide for the portal, Mr. [PII], that I would be happy to send to your updated email that gives you the instructions not only of how to set it up, but some of the different things t[PII] you can do within the portal and the directions for how to go about doing that. So give me just one second and I'll go ahead and send that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh great.
[AGENT][NEUTRAL] While we're on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We were sitting there and he's like.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was sorry.
[CUSTOMER][POSITIVE] That must be a positive.
[AGENT][NEUTRAL] OK, Mr. [PII], so I'm sending this to you now, so you should have it in a moment. The email that you're going to receive is coming from [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL in your subject line APL online service center so that's easy to recognize.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, perfect. OK. All right.
[AGENT][NEUTRAL] OK. Well, is there
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] You are certainly very welcome. It was my pleasure. And is there anything else that I could help you with?
[CUSTOMER][POSITIVE] No, no, I'm good now. Thank you.
[AGENT][NEUTRAL] OK, and I can give you your policy number if you would like. Now, you will be able to see that in your portal.
[AGENT][NEUTRAL] As well, but that way you can.
[CUSTOMER][NEUTRAL] Oh yeah, OK, hold on let me.
[AGENT][NEUTRAL] Do you want to just write it down?
[CUSTOMER][NEUTRAL] Yes I do um hold on I'm just getting something to write in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, go ahead.
[AGENT][NEUTRAL] OK, so your policy number is going to be 186.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 7002.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right then, well, you're welcome. And again, thank you for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes sir, thank you very much.