AccountId: 011433970860
ContactId: ae5f1b3e-40f7-4ea5-b061-f25cd3629c4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686419 ms
Total Talk Time (AGENT): 154701 ms
Total Talk Time (CUSTOMER): 160708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ae5f1b3e-40f7-4ea5-b061-f25cd3629c4b_20250605T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was uh trying to log into my account.
[CUSTOMER][NEUTRAL] And they keep saying my information is.
[CUSTOMER][NEGATIVE] Not correct.
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] So I'm at this, uh.
[CUSTOMER][NEUTRAL] The 2nd step on the online service.
[AGENT][NEUTRAL] OK, and what agency are you with [PII]?
[CUSTOMER][NEUTRAL] Uh, the show the parish school board.
[AGENT][NEUTRAL] Oh you're with a group?
[CUSTOMER][NEUTRAL] Uh, no, I'm a, uh.
[AGENT][NEUTRAL] You're a broker?
[CUSTOMER][NEUTRAL] I'm a person that's insured. Yeah, I'm the one that's insured.
[AGENT][NEUTRAL] Oh, you're an insured. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, just one moment. And [PII], what is your social?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you've got a cancer policy, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] So you completed the first page you said?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm where you got last name, social security number.
[CUSTOMER][NEUTRAL] ZIP code, email, and date of birth.
[AGENT][NEUTRAL] OK, so let's validate a few things first and it did not take me to your policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hang on a second, let me, let me get back into another screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what email address are you using?
[CUSTOMER][NEUTRAL] I use both. I use [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I do, huh?
[AGENT][NEUTRAL] OK, that's the one we have on record.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what do you have for your residential zip code?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's saying it doesn't recognize you?
[CUSTOMER][NEGATIVE] Yeah, when I hit next, it said error. No user was found with the information that was entered.
[AGENT][NEUTRAL] OK, let's just put in your yeah, let's just put in your last name, email, and date of birth. Leave the social and residential zip code off.
[CUSTOMER][NEUTRAL] He's [PII]
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Zip code of
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the social.
[AGENT][NEUTRAL] And the social. Let's try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] saying the same thing.
[CUSTOMER][NEUTRAL] You're saying the same thing.
[AGENT][NEUTRAL] Oh, you know what?
[AGENT][NEUTRAL] Um, under your last name?
[AGENT][NEUTRAL] You're gonna have to put [PII] that's why. So it's gonna be [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to put the uh social back in?
[AGENT][NEUTRAL] No, no, just go ahead and do last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] It's not letting me do anything.
[AGENT][NEGATIVE] It still won't.
[CUSTOMER][NEGATIVE] It's still uh it's it's the error.
[AGENT][NEUTRAL] OK. Can I ask what, um,
[AGENT][NEUTRAL] What are you, are you using Google Chrome?
[AGENT][NEUTRAL] Safari
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What are you using?
[CUSTOMER][NEUTRAL] Uh, chrome Chrome.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Can you do me a favor and clear your cash? Let's see if maybe that's part of the problem.
[CUSTOMER][NEUTRAL] You what?
[AGENT][NEGATIVE] Clear your cash.
[AGENT][NEUTRAL] On your laptop
[CUSTOMER][NEUTRAL] Where I need to go back
[AGENT][NEUTRAL] Now, just hit um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Your shift control and delete all at once.
[CUSTOMER][NEUTRAL] Shift control.
[AGENT][NEUTRAL] Delete
[AGENT][NEUTRAL] And that should clear your cache. You'll have to hit OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Delete down.
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] OK, put them into my savings. It says canceled or delete data.
[CUSTOMER][NEUTRAL] They took me to my settings.
[AGENT][NEUTRAL] Yep, you wanna delete you wanna delete the data.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm taking a minute.
[AGENT][NEUTRAL] It shouldn't take that long.
[CUSTOMER][NEUTRAL] Yeah it's taking, it's taking a minute.
[CUSTOMER][NEUTRAL] I know it might just be running slow. I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Buffering.
[AGENT][NEUTRAL] Did you previously have an account with us?
[AGENT][NEUTRAL] On our online service center.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, you know, I, I, I've been making claims.
[CUSTOMER][NEUTRAL] Just last year.
[CUSTOMER][NEGATIVE] You know, last year I had esophagus cancer, and this year I have uh prostate cancer.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] So I've been filing and just.
[CUSTOMER][NEUTRAL] Yeah, you know, I, I, I guess when the system say, get the system changed up and I couldn't.
[CUSTOMER][NEUTRAL] Log in like I normally do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This thing is still bustling.
[AGENT][NEUTRAL] Yeah, I see that you last logged in on the [PII].
[CUSTOMER][NEUTRAL] Oh yeah, mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] It's still buffer. I don't know.
[CUSTOMER][NEUTRAL] OK, it, it got out of there.
[AGENT][NEUTRAL] OK. So now go back to [PII].
[CUSTOMER][NEUTRAL] They stop
[CUSTOMER][NEUTRAL] OK, I'm, I'm there.
[AGENT][NEUTRAL] OK, let's try and create it again.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yeah, they are.
[AGENT][NEUTRAL] Can I put in your email.
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEGATIVE] Still showing that error.
[CUSTOMER][NEUTRAL] Yeah, it's still showing here.
[AGENT][NEUTRAL] OK, I can, um.
[AGENT][NEUTRAL] Go ahead and report this to our IT. Is there a good number for you?
[CUSTOMER][NEUTRAL] Oh yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], is this your uh cell phone?
[CUSTOMER][NEUTRAL] Uh, it is.
[AGENT][POSITIVE] OK, alright, I'll go ahead and report this over to IT and hopefully we'll have something resolved for you soon, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'll give you a call.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][NEUTRAL] Uh uh-huh, bye bye.