AccountId: 011433970860
ContactId: a3fac534-8dfa-4d44-85ee-fa550b49128b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408269 ms
Total Talk Time (AGENT): 206187 ms
Total Talk Time (CUSTOMER): 102352 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a3fac534-8dfa-4d44-85ee-fa550b49128b_20250210T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, I was calling, um, do I need to activate, um, my cards or something because I tried to put it in and it says that the, um, my information can't be found.
[AGENT][NEUTRAL] OK, you're are you trying to log into the online portal?
[CUSTOMER][NEUTRAL] Yes, I've done that so that I could put, put it the um the cards on to my pharmacy.
[AGENT][POSITIVE] OK, yeah, I'd be happy to help you with accessing that online portal. um, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], um, what is your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have um your policy number?
[CUSTOMER][NEUTRAL] Is um.
[CUSTOMER][NEUTRAL] 02586362
[AGENT][NEUTRAL] Alright, give me just a second, let me pull that up and then I'll need to verify some information, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII]. What is your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, and you already gave me your phone number, so the last thing I need you to verify is your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have a Hotmail email address.
[CUSTOMER][NEGATIVE] Yeah, that, um, I don't have access to that anymore. It got hacked and I can't get back in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, can you verify it for me and then we can change it.
[CUSTOMER][NEUTRAL] Verify with the [PII].
[AGENT][NEUTRAL] Yes ma'am, just tell me what the email address was.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect alright so let me see about getting that updated.
[AGENT][NEUTRAL] All right, so the Gmail is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], I've got that updated so let's try it again to go through and create the.
[AGENT][NEUTRAL] Information, hold on just a second, I'm pulling it up. Oh, well, it would help if I clicked on the right one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEGATIVE] Looking it up back customer.
[AGENT][NEUTRAL] OK, alright, so I've got your email updated so let's try to set you up again.
[AGENT][NEUTRAL] So if you'll start from the beginning of the uh set up.
[CUSTOMER][NEUTRAL] Um, OK, hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, go to new user right?
[AGENT][NEUTRAL] Yes ma'am, you're gonna go to new user and then you're gonna select I'm an individual with an APL insurance policy and then hit next.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then we have your last name spelled [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you'll put that in the last name and then for the second box it says Social Security number or member ID so um in that box you have to put your social uh your member ID is different than your actual policy number, so the member ID is not functionable on this website. I do apologize for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] After you put everything in just hit next and let me know if it goes to the 3rd step.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You know, it's still, it still said there seems to be a problem. Our user was found with the information that was entered.
[AGENT][NEUTRAL] OK, let me try it on my end. Hold on just a second.
[AGENT][NEUTRAL] Verify your social for me, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what we have.
[AGENT][NEUTRAL] And your zip code is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See here
[AGENT][NEUTRAL] And your date of birth is [PII].
[AGENT][NEUTRAL] OK, so it's letting me go through.
[AGENT][NEUTRAL] To the username and password, so I mean what I can do for you is I can create it for you.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I started all over. It let me go. I tried it again. It let me go through. It let me go through after you said you get through.
[AGENT][NEUTRAL] Or would you like to try again? OK.
[AGENT][NEUTRAL] Perfect. Alright, so you can just use those, um, the guidelines at the bottom to help you create a password, um, and just remember that your username is case sensitive, so whatever you put in there, you make sure that you keep up with the if it's lower case or upper case.
[CUSTOMER][NEUTRAL] So, so yeah, I'm on step 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I could do for you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright perfect well if you have any other issues or any questions you can always give us a call back. Thank you so much for choosing APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Oh you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.