AccountId: 011433970860
ContactId: af56ce9e-3c5e-4384-9b8c-8cb3dd477873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645070 ms
Total Talk Time (AGENT): 268484 ms
Total Talk Time (CUSTOMER): 189238 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/af56ce9e-3c5e-4384-9b8c-8cb3dd477873_20250307T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi um my name is [PII] and I have a policy with y'all and I was, I've had it for years, um, but I was gonna actually sign in to the website and just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Become a user and when I put in my information it just says that it, it just gave me the oops message.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I didn't know what I needed to do.
[AGENT][NEUTRAL] Mhm. Yes, I can help you um signing in to our online service center. Um, Miss [PII], do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 011.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 77,120.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 120 alright and let me just a second while I pull up your policy. What is a good callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] All right, and just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] And whenever, OK, uh huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] that disaster forification yeah.
[AGENT][POSITIVE] Yes, you can go ahead.
[CUSTOMER][NEUTRAL] Oh well, I wasn't sure how long I'd had the policy. I didn't know if that address was the correct one or if it was my old address.
[AGENT][NEUTRAL] Um, it is updated. That is the one that we have.
[CUSTOMER][POSITIVE] OK, oh good.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm just gonna pull up really quick your information into our system um for the online service center and let me just a second.
[AGENT][NEUTRAL] So we can check what we have.
[CUSTOMER][NEUTRAL] Oh, like taxpayers and I'm like all kinds of taxes.
[CUSTOMER][NEUTRAL] the sales.
[CUSTOMER][NEUTRAL] I'm thinking she's covering any property taxes.
[AGENT][NEUTRAL] OK, we will go step by step to make sure that we have everything correct. Um, we are using the new user option.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, new user option and then I put um that individual. I'm an individual with a policy, is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, for um last name, mhm.
[CUSTOMER][NEUTRAL] And then last name.
[CUSTOMER][NEUTRAL] So I'll say that and then the member ID, the one on our bill, it says HE 4413, is that correct?
[AGENT][NEUTRAL] Uh, no, um, for the member ID that will be, um,
[AGENT][NEUTRAL] Uh, it is a code that we have for us. It starts with C03. Uh, I can provide it to you, but we prefer, since it is the first time that you're signing in to use your social security number and you use you use um all numbers, no dashes, no spaces.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, that's fine.
[CUSTOMER][NEGATIVE] OK, yeah, that's what I did first and um yeah it didn't, it didn't work.
[AGENT][NEUTRAL] Oh, we can verify if we have that social security number correct for you.
[CUSTOMER][NEUTRAL] OK, um, are you ready for it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we do have that um we do have it correct. The zip code is correct. Um, what email are you using?
[CUSTOMER][NEUTRAL] Well, now that may be the part that's not correct. I wanna use my personal email which is [PII], so I'm not sure which one is on file. It may be my work email that you have.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yes, we do have your work email since that was the one provided for us. Um you can use.
[CUSTOMER][NEUTRAL] Can I change that?
[AGENT][NEUTRAL] Yes, you can, um, once you sign in into it using that, um, let's see.
[AGENT][NEUTRAL] Your work email.
[CUSTOMER][NEUTRAL] Is it the [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me just verify because at one point we did change our work email. Do you have the [PII] or is it?
[AGENT][NEUTRAL] Yes, that is the one we have.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You can use it and further on into logging in you can go ahead and um enter a different email and it will automatically change into our system.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] It will update it.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So maybe that's where the problem was I was just entering the wrong email address.
[CUSTOMER][NEUTRAL] Now it is [PII].
[CUSTOMER][MIXED] OK, and then it just it took a while, it took me a step further, but it did say oops, there's been an error looks like we're experiencing technical difficulties.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh well yeah yeah and then it took me back to the original screen.
[AGENT][NEUTRAL] All right. OK, so what I can do right now is um I will go ahead and start.
[AGENT][NEUTRAL] The profile account I can use all your information. I'll be using all your information um and using the temporary password that you can change um after um we are we are done with it. I will start with using already your.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Email address that you want us to use. I will start with updating that part.
[CUSTOMER][NEUTRAL] OK, just let me know when you're ready.
[AGENT][NEUTRAL] Mhm and let's see.
[AGENT][NEUTRAL] Change this one and what is that new email?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, just to verify I have it correct. It's [PII]
[AGENT][NEUTRAL] Um, is it [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, and I'm working right now and creating that account for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I am actually having the same issue to create the account. Um, we are probably updating the system right now, so it's not gonna allow me to make the profile.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Um, I would recommend if we can wait probably an hour or two to try to create the profile. Um, but I can say that uh it should work since we already have that email updated, so it should work um later today. Um, if it doesn't, you're free to give us a call and see if we still have any difficulties with it, and we can definitely make that profile for you.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] OK, that sounds good. I'll just try again later.
[AGENT][POSITIVE] We're so sorry for that. Is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, not today. That'll be good. I'll, I'll get that set up.
[AGENT][POSITIVE] All right. Well, give us a call if you keep having issues with the system and we will definitely help you. I hope you have a nice day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye.