AccountId: 011433970860
ContactId: ab583046-8463-434f-a23d-6b238d80433d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462630 ms
Total Talk Time (AGENT): 158206 ms
Total Talk Time (CUSTOMER): 183130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ab583046-8463-434f-a23d-6b238d80433d_20250609T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get into my APL online, and I, I don't know something looks different from the login screen, and it's not taking my password, it's not taking my password, so I'm trying to just create a new one and it's not recognizing my email.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, well I can help you with the online service center. Can I get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is your callback number just in case the call's dropped I can call you back.
[CUSTOMER][NEUTRAL] Sure it's number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I also get your policy number?
[CUSTOMER][NEUTRAL] Oh, hold on a minute. Well, I don't really.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I couldn't log in, so let me go to my purse and get my card.
[AGENT][NEUTRAL] If you don't know it, I can look it up with your social if you wanna give me that it'll pull it in for us.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII]. My phone number is [PII] and the email is [PII].
[AGENT][NEUTRAL] OK, looks like we have your work email address, which is why it's not recognizing you.
[CUSTOMER][NEUTRAL] Oh, then that would be [PII].
[AGENT][NEUTRAL] Yes, that's correct, so that's the email address that you will have to use because as you noticed it is different we just um released our new online service center platform so now you have to go in and reset everything back up again and it will be using your email address rather than a username when you log in now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so I, I, I thought of that idea too, but I said, oh, let me check if it's my work email. Alright, I'm doing it right now and it didn't work either. Hold on a second. Let me make sure [PII] said court and verification code.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And I have my work phone here.
[AGENT][NEUTRAL] OK, and it takes a moment for that code to come in.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] As I'm waiting for the code, what happened was I here it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see 038.
[CUSTOMER][NEUTRAL] 537.
[CUSTOMER][NEUTRAL] Done.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Oh, verify code. I gotta do that first. OK, so I verified the code and it says email address verified. You can now continue. So oh and it.
[AGENT][POSITIVE] Yes, good.
[CUSTOMER][NEUTRAL] Now it gives me the choice to change my email. Am I able to do that or no, that's OK. No, I'm not gonna do it.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so I is.
[AGENT][NEUTRAL] No, because you want it to match.
[CUSTOMER][NEUTRAL] Yeah, so my email's there and then it says the next step is to hit continue. I click continue and it says a user with a specified credential could not be found, so it can't find me with a [PII].
[AGENT][NEUTRAL] All right, let me check.
[AGENT][NEUTRAL] And make sure.
[AGENT][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We're gonna have to try it again. I want you to get out and clear your browser.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then type in.
[AGENT][NEUTRAL] Secured SE OK, you let me know when you're ready.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[CUSTOMER][NEUTRAL] For that one.
[CUSTOMER][NEUTRAL] Yeah, oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Oh no, that's not one.
[AGENT][NEUTRAL] OK, so on your address, we have [PII].
[AGENT][NEUTRAL] Is that incorrect?
[CUSTOMER][NEUTRAL] Yes, 3
[CUSTOMER][NEUTRAL] That is correct. It's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Place, yeah.
[AGENT][POSITIVE] OK. OK, good.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Alright, hold on, because I'm having a little bit of a problem here, here we go.
[CUSTOMER][NEUTRAL] Clear, where's my clear?
[CUSTOMER][NEUTRAL] And nothing else.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I can't do this because I know there's a place in my phone to clear the browser, but it doesn't let me know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You may need to use now it's we're working on being able to get them to um coordinate with the telephone but you're probably gonna have to use a laptop or a desktop computer to sign up for the first time.
[CUSTOMER][POSITIVE] OK, so then that answers my question. I'll have to wait till I get access to a computer then no worries.
[AGENT][POSITIVE] Oh, yes, ma'am. Yes, ma'am. And then if you're trying to sign up and you have any other issues, you know, always pick up the phone and call us and we'll help you through it, OK?
[CUSTOMER][NEUTRAL] Got it, will do.
[AGENT][NEUTRAL] OK. Is there anything else, Ms. [PII], I can help you with?
[CUSTOMER][POSITIVE] No, that's it. You answered my question. Thank you.
[AGENT][POSITIVE] OK, you have a wonderful rest of your week and thank you for calling APL ma'am.
[CUSTOMER][POSITIVE] Alrighty take care bye bye.
[AGENT][NEUTRAL] Bye bye.