AccountId: 011433970860
ContactId: a314f64b-5717-4afe-b1e3-d4a76e7cbed8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339670 ms
Total Talk Time (AGENT): 133016 ms
Total Talk Time (CUSTOMER): 106237 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a314f64b-5717-4afe-b1e3-d4a76e7cbed8_20250409T22:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get into my account. I've never had to log into it, um, and I'm trying to log into my account so I need to file a new claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is it not letting you uh create an account?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so that information that you entered does have to match what we have in our system so we can go through and verify that all of that is correct uh what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh, I do not.
[AGENT][NEUTRAL] That's OK um I can start choosing your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] All right. And then [PII], I'm just gonna verify some information really quick. Uh, 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, thank you for verifying that and I see the problem already is that we do not have an email address on file for you uh so what would you like that to be? It would be the same one that you uh enter for the online portal.
[CUSTOMER][NEUTRAL] Got it um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I wonder if it's my
[AGENT][POSITIVE] No, it can be whatever I don't have one on file, so whichever email you prefer to use is perfectly fine.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Let's go with uh [PII].
[AGENT][NEUTRAL] OK, that was [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty one moment let me get that added. Are you to where we can uh go ahead and try that uh while you're on the phone?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, give me just a moment I'll let you know and that has been successfully added.
[AGENT][POSITIVE] OK, should be good to go now.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Enter user name.
[CUSTOMER][NEUTRAL] Forgot password it wants me to enter my user name so enter my email.
[AGENT][NEUTRAL] Oh, well, have you created an account before [PII]?
[CUSTOMER][NEUTRAL] I have not.
[AGENT][NEUTRAL] OK, so then you would select the tab that says uh new user, do you see that?
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it would be that top option, uh, individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] I knew you are.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 392-063-44.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEGATIVE] It says no users were found with the information that was entered.
[AGENT][NEUTRAL] OK, so let's go ahead and verify the spelling. I don't know how you have uh your last name [PII]. We don't have an apostrophe or anything like that. It's simply [PII] I don't know that that might be the problem. I'm not 100%, but give that a shot.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] OK, it's still giving me the same.
[CUSTOMER][NEUTRAL] Same, same here.
[AGENT][NEUTRAL] OK, and then of course the zip code that was.
[CUSTOMER][NEUTRAL] [PII], you know what? There we go, the email, uh, [PII].
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][POSITIVE] At [PII], perfect.
[CUSTOMER][NEUTRAL] [PII] [PII] and at affordable.
[CUSTOMER][NEUTRAL] Hard stuff. Um,
[CUSTOMER][NEUTRAL] There we go.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Awesome, OK, I know the website can be a bit finicky sometimes and it's always nice when it's something like that.
[AGENT][POSITIVE] And if you ever forget your um username uh that's very easy to recover you can always give us a call and we can get that for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Wonderful
[AGENT][NEUTRAL] Alright, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That'll do it. Thank you so much.
[AGENT][POSITIVE] Alright definitely thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you bye bye.