AccountId: 011433970860
ContactId: 9996fa79-d79e-40e0-a698-3065810fb099
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461429 ms
Total Talk Time (AGENT): 159868 ms
Total Talk Time (CUSTOMER): 170838 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/9996fa79-d79e-40e0-a698-3065810fb099_20250124T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How can I help today?
[CUSTOMER][NEUTRAL] Hey, did I just get, I think I just got cut off with you. Are you, do you remember me?
[AGENT][NEUTRAL] No, it was
[CUSTOMER][NEUTRAL] Or maybe it's a different person.
[AGENT][NEUTRAL] Yeah, it wasn't me. I'm sorry.
[CUSTOMER][NEUTRAL] OK, wasn't you.
[CUSTOMER][NEUTRAL] It's no problem. Um, I needed to check, uh, I'm having trouble logging into my, uh, my online portal, and I needed to reset my password, but I, um, every time I try to do something on the web it gives me an error message and I was just speaking with someone and they said my account wasn't locked, so I have my wife here just because she's the technically the policy holder and I wanted to see if you guys could help us get access to our portal again.
[AGENT][NEUTRAL] Yeah, absolutely. Let's take a look. What is the policy number that you have?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, 0245.
[CUSTOMER][NEUTRAL] 1822.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] 7
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] And if I could get your first name, last name, date of birth, please?
[CUSTOMER][NEUTRAL] Uh, it should be [PII], um, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] And then just to confirm, what is the address we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So the email address on here is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So when you guys click reset password it's not even send you a link.
[CUSTOMER][NEUTRAL] No, it, it sends me the link and then every time I type in like the new password and then you know, type it in a second time I get a message that says, you know, input is I can do it.
[CUSTOMER][NEUTRAL] Again, can you give me the code that you're about to get.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] It gets this far.
[CUSTOMER][NEUTRAL] Here I'll text it to you.
[CUSTOMER][NEUTRAL] Just say it. 439-601
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEGATIVE] Yeah, it's just it all of the, you know, it, it says that I'm matching all of the you know the requirements and then when I click submit it just says there was an error with your input.
[CUSTOMER][POSITIVE] I've done it enough times at this point and like typed with one finger that there's no error.
[CUSTOMER][NEGATIVE] And I'm meeting all the criteria. It just keeps not letting me change it.
[AGENT][NEUTRAL] OK. And so have you deleted that link and tried a new link like clicking on forgot or reset password again?
[CUSTOMER][NEUTRAL] I forgot the reason.
[AGENT][NEGATIVE] Instead of using the same link multiple times.
[CUSTOMER][NEUTRAL] Um, I mean, I can try that.
[CUSTOMER][NEUTRAL] I've done it on like 3 different web browsers at this point.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, do I have to be doing at [PII] for the user name or just the user name?
[AGENT][NEUTRAL] Just it should just be the uh the username.
[AGENT][NEUTRAL] But that should be, hold on.
[AGENT][NEUTRAL] Oh yeah, it should just be the username you can put in.
[CUSTOMER][NEUTRAL] What's the code on? Uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, same thing.
[CUSTOMER][NEGATIVE] There was an error with your input is what I keep getting no matter where I go.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you're putting in the [PII] as the username?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, or else it wouldn't let me get as far as getting a security code.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So all I can do at this point is send this over to the IT department and have somebody reach out because I haven't heard of any errors going on with the website or anything like that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And have somebody reach out to troubleshoot it. Are you trying to submit a claim or?
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][NEUTRAL] Oh yes, I'm trying to.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I can have somebody call you back as far as troubleshooting from IT in the meantime you can send the claim. The other way to send the claim would just be via fax that would be the other quickest way. I don't know if you have access to a fax machine.
[CUSTOMER][NEUTRAL] In the meantime
[CUSTOMER][NEUTRAL] Uh, I do. I mean, it's, it's not.
[CUSTOMER][POSITIVE] Incredibly easy for me to use it but.
[CUSTOMER][NEUTRAL] The fact
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, now let me ask, when when they call back they need to, is there any type of authorization that I can give you so they can speak with me even though my wife is the policyholder?
[AGENT][NEUTRAL] Um, I can, I can send you guys a third party authorization form and stuff too, um, but yeah, generally it has to be her since she's a policy holder. I know you had her on the line this time so that works, um.
[CUSTOMER][NEUTRAL] Or does it have to be her?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the future, I mean the only way around that is to have the third party authorization form filled out which I'm happy to email to you guys if you wanna do that.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, um, is this [PII] a good callback number or is there a better one?
[CUSTOMER][POSITIVE] Yeah, that's the best.
[AGENT][NEUTRAL] That's the best call back, OK, um, so I will send the third party authorization form via email and then, um, put in the request to have somebody call you, um, for the website, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Is there anything else I can yeah, no worries, anything else I can check on for you?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] No, that is it. Thank you so much.
[AGENT][POSITIVE] You're welcome have a nice day.