AccountId: 011433970860
ContactId: 9876fedc-00c8-4ed2-abfc-e554f13a4a5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 859919 ms
Total Talk Time (AGENT): 258349 ms
Total Talk Time (CUSTOMER): 285099 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/9876fedc-00c8-4ed2-abfc-e554f13a4a5e_20250314T18:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Good afternoon. I have uh insurance with your company and uh I'm trying to log in, sorry, my computer, and they don't recognize me. They say I don't have any policy.
[AGENT][NEUTRAL] OK, um, well, I can definitely help you with the online service center sign up. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] OK, I have my policy number from last year. I didn't receive anything from this year. I don't know if it's still the same.
[CUSTOMER][NEUTRAL] My policy number was 2248793.
[AGENT][NEUTRAL] OK, yes, ma'am. The cards are the same and we don't, we don't send them out every year.
[CUSTOMER][NEGATIVE] OK, uh, I'm trying to log online and they say they don't recognize me from my number, my social security.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I understand. I'm just getting into your policy so I can help you.
[CUSTOMER][NEUTRAL] OK, so how can I log online so I can send you the documents?
[AGENT][NEUTRAL] Let me verify you and then I can let you know how I'm gonna help you with your problem. I just have to verify you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII]. The address is uh [PII].
[CUSTOMER][NEUTRAL] And what is the other thing that you asked me?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Ah, I don't come [PII].
[AGENT][NEUTRAL] OK, is that, excuse me, is that the email address that you're entering when you're trying to sign on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. The reason I'm asking is because the email address on file is a Palm Medical Center's address. It may be your work email. Did you want me to change this to your
[CUSTOMER][NEUTRAL] I,
[CUSTOMER][NEGATIVE] I tried that one too and it didn't work.
[AGENT][NEUTRAL] Hold on one moment, let me try it on my end.
[AGENT][NEUTRAL] And when I ask for the social security number or the member ID are you putting in the full social?
[CUSTOMER][NEGATIVE] Uh, first I put the number, then I put the social. It still say they don't recognize me.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I'd rather have my email address instead of my, my job address because I handle everything in my personal computer.
[AGENT][NEUTRAL] So what, so the error that it's um well I can help you. I was gonna ask um earlier if you wanted me to change it to your personal email, um, so I can change that for you.
[CUSTOMER][NEUTRAL] Yeah, my parents
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Email will be better is [PII] It's my full name all [PII] case.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the error message that I'm getting on my side says um based on the information entered an account already exists. So let me um take a look and see if there's already an account here for you. Hold on one moment.
[AGENT][NEUTRAL] OK, so you already have an account. So instead of, um, so if you want to uh refresh the page that you're on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then click on um login. I'm trying to get back to it.
[AGENT][NEUTRAL] You're gonna click on login and set a new user.
[CUSTOMER][NEUTRAL] Because, uh, I, I
[CUSTOMER][NEGATIVE] Yeah, I, that's what I did, and they never recognized me.
[CUSTOMER][POSITIVE] Because I use it my for signing my email address all the time. I have a saving in my computer.
[AGENT][NEUTRAL] OK, OK, hold on, hold on, hold on. When you clicked on login, which email, what did you put as the username?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My my personal email [PII]. That's what I had before.
[AGENT][NEUTRAL] So your username is your first and last name altogether.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So when
[CUSTOMER][NEUTRAL] But I put the whole thing with the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, ma'am. I'm, I'm letting you know what to do now so that we can fix it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you click on login, are you on the computer now?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] When you click on login and it says username or password, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So in the username field, you're going to put your first and last name. That's it, not the email address.
[CUSTOMER][NEUTRAL] Oh no, the email address, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't remember your password, you can use the forgot or reset password link.
[CUSTOMER][NEUTRAL] So let me
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, I actually have a password. Let me see.
[CUSTOMER][NEGATIVE] It's not working, so I need to reset my password.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, they asked me.
[CUSTOMER][NEUTRAL] I'm going to put my phone number.
[CUSTOMER][NEUTRAL] OK, I'm going to put my verification.
[CUSTOMER][NEGATIVE] And now I have to save my password.
[CUSTOMER][NEUTRAL] Oh, I understand. My symbol wasn't accepted. How was the problem?
[CUSTOMER][NEUTRAL] I say about it again. Why the food the username.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] One moment. They keep putting um
[CUSTOMER][NEUTRAL] No, keep saying valid.
[AGENT][NEUTRAL] OK, so when you put your username and you click on forgot or reset password and you enter your username again.
[CUSTOMER][NEUTRAL] So like
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just, just your name, not the email address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just, it did it ask you if you wanted to send an email or a text to your phone?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me try this one. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, I'm, I'm setting my new password now.
[AGENT][NEUTRAL] Oh, you're resending? OK.
[CUSTOMER][NEUTRAL] Still, same valid.
[CUSTOMER][NEUTRAL] And keep putting my, my.
[AGENT][NEUTRAL] Is it saying, is it
[CUSTOMER][NEGATIVE] I keep putting my my mom and my username as the fool. I don't know why. I don't put it as a fool.
[CUSTOMER][NEUTRAL] Let me see now.
[CUSTOMER][NEGATIVE] Same, same problem.
[CUSTOMER][NEUTRAL] I cannot say it.
[CUSTOMER][NEGATIVE] It's like they don't recognize my username.
[AGENT][NEUTRAL] OK, let me see if I can, is it the username or is it what you're entering to make your password?
[CUSTOMER][NEUTRAL] This, they say invalid username or password. Both things. I don't know which one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Should I put my name all together or separate?
[AGENT][NEUTRAL] It should be all together.
[CUSTOMER][NEUTRAL] Lower all lower case?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] That's what I'm doing. And he keeps saying no, no, no.
[AGENT][NEUTRAL] OK, hold on one moment, I do.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, can you go back to the login screen, so we're gonna we're gonna refresh this page and start all over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then enter your username and I'm gonna um give you a generic password to enter.
[CUSTOMER][NEUTRAL] OK, give me the one moment, I put uh.
[CUSTOMER][NEUTRAL] [PII] and can be. OK, so give me the genetic [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then an [PII].
[AGENT][NEUTRAL] And then you can um
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] You can keep that password if you, go ahead.
[CUSTOMER][NEUTRAL] So now,
[CUSTOMER][NEUTRAL] How can I change it because
[AGENT][NEUTRAL] So you can keep that password if you like or um when you can, you can update, you can reset this password.
[CUSTOMER][NEUTRAL] Yes, uh, how can I reset it in my account?
[AGENT][NEUTRAL] Right, that's the only way to reset it, the reset password link. So on your, you know, on your own time, you can go ahead and use that link and and work it so that you can get your password to work, but until then, um, you can use that generic one if you like. I just put that there for you so that you can get into the system.
[CUSTOMER][NEUTRAL] OK, uh, how can I refresh, how can I change my password? because I'm, I'm into the account and I don't know how to change my password.
[AGENT][MIXED] I don't know if it's the the um characters that you're using like the the letters and numbers and uh symbols that you're using, I mean, it, because it worked fine for me, so I, I don't know what's being entered, but you can um
[CUSTOMER][NEUTRAL] OK, can you, can you repeat me what you gave me just in case I get logged out again.
[AGENT][NEUTRAL] It's a [PII]
[CUSTOMER][NEGATIVE] It was crap that lady.
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Um, when?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Um, [PII] and then [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, just that you have been very helpful. Thank you. It looks like the whole thing changed. I haven't been in this side for like a year, so maybe that's why anything work, yes.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Oh, that could be why.
[AGENT][POSITIVE] Because it's been a little while. You're welcome. Well, have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome, you too, bye.
[AGENT][NEUTRAL] Bye bye.