AccountId: 011433970860
ContactId: a990d822-2d01-4956-90ff-7f13cfd6bf3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377380 ms
Total Talk Time (AGENT): 214147 ms
Total Talk Time (CUSTOMER): 98545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a990d822-2d01-4956-90ff-7f13cfd6bf3f_20250129T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. I was trying to get my account set up online and it says that you're experiencing technical difficulties. So is there something you can do or do I need to wait or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can definitely check to see um this is when you're creating an account.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, I do know that there can be errors uh if the information that you input does have to match what we have in our system uh so we can go through and check all of that, um, and [PII] first, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] It is 02580146.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect OK and I do see a big problem right here. um, we don't have an email address for you uh so whatever email you're inputting to create the account, it has to reflect what we have, uh, so what would you like that email to be?
[CUSTOMER][NEUTRAL] Um, can you just put um [PII]?
[AGENT][NEUTRAL] OK, I'm sorry could you repeat that? I kind of cut out there.
[CUSTOMER][NEUTRAL] Oh, so it's [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, let me go ahead and get that added now, um, and of course that will be the email that you use when you go to create it, let me get that updated are you to where we could try it while we're on the phone?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, before you do just a couple other things just to eliminate any other possible errors um there is a section that asks for a member ID or a social security number and there is some confusion with the member ID is not the policy number, so you would have to put in your social just to eliminate any confusion there.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then are you using a desktop or a laptop computer to do this, [PII]?
[CUSTOMER][NEUTRAL] That's what I did.
[CUSTOMER][NEUTRAL] Uh, desktop.
[AGENT][MIXED] Perfect. OK, the reason I ask is that the website really does not have much support for mobile devices.
[CUSTOMER][NEUTRAL] 80107 let me see here.
[CUSTOMER][NEGATIVE] It's stinking.
[AGENT][POSITIVE] OK, that's a good sign.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I got the same air.
[AGENT][NEUTRAL] OK, let's try if you haven't already refreshing uh the whole page sometimes it can take a bit for it to reflect those changes.
[AGENT][NEUTRAL] Um, let me ask you too, [PII], what browser are you using?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am on Google Chrome.
[AGENT][POSITIVE] Chrome, OK, perfect. That is a really good browser to use. Some of the other ones like uh Firefox don't like the website, so, so I had to ask.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] And then just to verify I'm sorry if this is you know I gotta ask though when you're selecting the first option are you doing the one at the top right that's stating that this is an individual policy?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It's thinking again.
[AGENT][POSITIVE] OK, I mean there might be doing some work on the website that is definitely possible.
[CUSTOMER][NEUTRAL] OK, it didn't like so I'm gonna just completely quit Google Chrome and go back in there.
[AGENT][NEUTRAL] OK, while you're doing that, um, let's just go ahead and verify for good measure that the information we have in our system is correct. I know we did verify the zip code as [PII], correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and then let me verify to make sure that your social is correct in our system. So I've got your social as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] That's correct. OK, OK. And then the last, last name is spelled [PII]
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yeah and the email is [PII].
[AGENT][NEUTRAL] Yes, OK, yeah, so all of that information is correct if it continues giving you some errors again it's possible that especially if it says technical difficulties typically with this issue it would say that you're not found in our system, um, but we needed to add that email anyway, so it's not like it was a complete waste of time um it really like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it still says they're they're having technical maybe I should just try a little bit later. Should I do that?
[AGENT][POSITIVE] Maybe yeah I would give that a shot, give it some time um and then if you know you're still getting problems give us a call back and we'll see what we might be able to do further further for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, sounds good. Well, I appreciate all your help.
[AGENT][NEUTRAL] All right. Yeah, is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] OK well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.