AccountId: 011433970860
ContactId: a5ba0eae-1c19-46d9-9803-37e606fba44e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 741150 ms
Total Talk Time (AGENT): 266089 ms
Total Talk Time (CUSTOMER): 255231 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a5ba0eae-1c19-46d9-9803-37e606fba44e_20250529T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Resources. How are you?
[AGENT][POSITIVE] [PII], I'm good. How are you doing?
[CUSTOMER][NEUTRAL] Good good. I have a weird situation um not really weird, but I have the spouse of this person on the phone. We were on a 3 way call with the spouse with the actual policyholders, so he's given me permission to talk to her. He's trying to log in. He's trying to set up his account, his personal account, and I verified all the information appears to be OK, but I think there's some other screens that need to be checked, and I don't have access to that guru thing to check all of that like I used to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me give you his policy number. Um, I have a policy number of 256-924-4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] It's [PII], OK.
[AGENT][NEUTRAL] [PII], let me check the screen real quick and see if that phone number, usually, yeah, that's what it is. What is the uh phone number on the policy? Do you know?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know, I didn't ask that. I mean, she's, she's calling me up from [PII]. OK, OK, so anyways, I verified his social's correct, all his name, date of birth, zip code, the email address, all of that verified all that. I verified her. She also has a policy, um, her policy number is 256-9245 if you need her information. She said she's able to get online but he can't and they've tried several times even while I was on the phone, so I'm gonna pull her in if you're ready.
[AGENT][NEUTRAL] OK, I can ask her.
[AGENT][NEUTRAL] Yeah, I think it's
[AGENT][NEUTRAL] Yes, I'm ready. I think it's because the, the phone number is not in there. If you go to [PII] and then click on the.
[CUSTOMER][NEUTRAL] What do you think it is?
[CUSTOMER][NEUTRAL] Oh, [PII], I can't get to that screen, OK.
[AGENT][NEUTRAL] And then verify the email but then on um let me see if it's on PIADR.
[CUSTOMER][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Yeah, it's not on PIA ADR either so that's why.
[CUSTOMER][NEUTRAL] OK, and I was on [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. And you, and you can help get that fixed for them?
[AGENT][POSITIVE] Absolutely, yes, ma'am.
[CUSTOMER][NEUTRAL] I can't get, yeah, good because I can't get to [PII] I guess anymore since I'm not on the [PII] side so good good to know. OK, yeah, let me pull her in. Hang on just one second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Hi [PII], yes, I have [PII] on the phone. I've given her all the information and she believes she thinks it has something to do with the phone number not being on the account, so she's gonna help get that taken care of for you, um, so I mean she's on the line and gonna handle it, so you have a great day. Thanks for calling me. Thank you. You too. Thanks for helping. You're most welcome. Bye bye. OK, thank you, bye.
[AGENT][NEUTRAL] Hi Miss
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. I'm with the care team.
[AGENT][NEUTRAL] Uh, I believe looking at the policy and not being able to get in, I noticed that the, um, his cell phone number is not on the policy, so we can add his cell phone number, I think you'll be able to get it.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Are you ready?
[AGENT][NEUTRAL] And what is that, yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna write that down in case I need to reenter it for any reason.
[AGENT][NEUTRAL] OK dokey let me update this.
[AGENT][NEUTRAL] And see if it held it for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it didn't hold it so I'm reentering it.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, and let's just verify the address and email address because those have to be correct also in order for it to work. Can you give me the street address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then also, can you give me his email address and it looks like it's a work email address.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Awesome. OK, let me get this to save.
[AGENT][NEUTRAL] OK, let me see if it took it. oh perfect it did so now try to go back in and see if you guys can get in the online service center now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, let's see. And when I go in, I'm putting, I'm an individual with an APL insurance policy, correct?
[AGENT][NEUTRAL] Yes ma'am, and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, you're gonna choose your new user and then an individual you're you're right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] No, it says no user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, let's verify the social security number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When you tried it, um,
[AGENT][NEUTRAL] Did you go all the way out of the online service center and then.
[AGENT][NEUTRAL] Reenter it in the um search bar.
[CUSTOMER][NEUTRAL] No, did I do that?
[AGENT][NEUTRAL] Try to do that. Let's see if that'll work.
[AGENT][NEUTRAL] And are you using a phone or a computer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Computer.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Are you using Google Chrome?
[CUSTOMER][NEUTRAL] Uh, no, I have a MacBook.
[AGENT][NEUTRAL] That's probably why.
[CUSTOMER][NEUTRAL] I'm using Safari.
[AGENT][NEUTRAL] Safari, OK.
[CUSTOMER][POSITIVE] But it worked on mine.
[AGENT][NEUTRAL] And you set yours up through Safari?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, all right, let's go ahead and try it again after you go all the way out.
[CUSTOMER][NEUTRAL] And what do I go into again? [PII]?
[AGENT][POSITIVE] secured.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] OK, new user.
[CUSTOMER][NEUTRAL] Let's try it again.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] You want me to try Google? I can try a Google.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes, you can try Google, but let me see if there's anything else on my end I can do.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] He's are you doing [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that's what his name is under [PII].
[CUSTOMER][NEUTRAL] All one word or?
[AGENT][NEUTRAL] Um it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Should be [PII]
[AGENT][NEUTRAL] S [PII] Let me take off the junior.
[AGENT][NEUTRAL] And see if that helps.
[AGENT][NEUTRAL] Oh, I gotta get out and back in again, just a second.
[CUSTOMER][NEUTRAL] I mean, I can put it in. That's not a big deal.
[AGENT][POSITIVE] If we take it off though, it might make it go quicker for you. So that's why I wanted to.
[AGENT][NEUTRAL] Do that for you um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] We're gonna get it though, I promise. I'm not gonna give up until we do. This is a challenge.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] OK, now try without.
[AGENT][NEUTRAL] Just spelling [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it case sensitive or no?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I think if you just capitalize the S and C [PII], it should be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Here we go. All right, that worked.
[AGENT][POSITIVE] Awesome, I knew we'd find it.
[CUSTOMER][POSITIVE] Thank you. You know how long it's been, I've been working on this for literally 3 months trying to get this taken care of between the company and then she's like.
[AGENT][NEGATIVE] I was not gonna quit.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][MIXED] She, she said that it was a different email address and then she said his um date of birth wasn't right and then like it's just this and I have, I kind of gave up, but then he's getting these um bills for like $1900 so I'm like, oh, I'm gonna use the gap insurance. So, and then I couldn't get in again so I'm like, let me figure this out, so I appreciate it.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, it was a, you're welcome. It was a combination of things and it looks like it just, you know, when they did it on the file feed, it looks like it, they had that junior on there.
[AGENT][NEUTRAL] Which throws people off because usually they don't think of themselves as a junior, you know, so.
[CUSTOMER][POSITIVE] Right, yeah, true. All right.
[AGENT][NEUTRAL] So that's why I removed it that way he won't have to think of himself as a junior, he can just be [PII].
[CUSTOMER][POSITIVE] Perfect. OK, that sounds great. All right. Thank you so much.
[AGENT][POSITIVE] OK. OK. Well, I'm glad you're in. You're very welcome. I hope you have a blessed day, Ms. [PII]. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Mm bye.
[AGENT][NEUTRAL] Bye-bye.