AccountId: 011433970860
ContactId: 9a3dea7b-1651-40f6-9025-29add5fd433d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298130 ms
Total Talk Time (AGENT): 138063 ms
Total Talk Time (CUSTOMER): 89009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9a3dea7b-1651-40f6-9025-29add5fd433d_20250127T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm new to um this policy and I've been trying to create a log in for a new user and I keep getting an error so it said to call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure, most of the time when that happens, uh, the information that you entered does have to match what we have in our system uh so we can go through all of that, make sure that that's correct. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02559439.
[AGENT][NEUTRAL] All right, thank you, one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you uh it looks like it might be through an employer.
[CUSTOMER][NEUTRAL] But you probably got [PII], but I'd like for it to be my home email.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, were you trying to input your home email when you were creating the account?
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's gonna be the hiccup there, but I can get, get that changed for you. um, what was the email you'd like to use?
[CUSTOMER][NEUTRAL] So it's, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just a moment, let me get that changed, and then we can give that another shot.
[AGENT][NEUTRAL] OK, so I did get that changed um are you able to check while we're on the phone to see if that worked?
[CUSTOMER][NEUTRAL] Yes, yes, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've already got it filled in. I didn't leave that so just go ahead and say next.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it gave me the error again.
[AGENT][NEUTRAL] OK, it might need a little bit to refresh um I will ask to, there's a spot where it asks for a member ID or a social security number are you using your social?
[CUSTOMER][NEUTRAL] No, I'm using
[CUSTOMER][NEUTRAL] The policy number.
[AGENT][NEUTRAL] OK, so that's going to be different as well. The policy number is different than the member ID for this kind of policy you would input your social security number.
[CUSTOMER][NEUTRAL] OK, do I put the dashes in there?
[AGENT][NEUTRAL] No, you don't have to put the dashes.
[CUSTOMER][NEUTRAL] OK, I'll try that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, still got the error.
[AGENT][NEUTRAL] OK, I would refresh.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] All of it and then try inputting it from the beginning uh if we need to I can verify that we have the correct social as well if we need to. I would give it one more shot though after refreshing.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Are you doing this on a uh desktop or a laptop computer season?
[CUSTOMER][NEUTRAL] Desktop, yes, mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEGATIVE] The website really doesn't have much support for mobile devices is why I ask.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I've gotten farther all right.
[AGENT][POSITIVE] Awesome, OK, OK, yeah, sometimes it just needs a second to think about the changes and so.
[CUSTOMER][POSITIVE] OK, alright, I think I'm good then thank you for your help.
[AGENT][POSITIVE] All right awesome yeah if you ever forget your username or password you can give us a call we'll be able to recover that pretty easily um all right did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's it. Thank you, [PII].
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.