AccountId: 011433970860
ContactId: afa385ba-3e77-40cd-82b8-ea41a63049dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1001049 ms
Total Talk Time (AGENT): 387525 ms
Total Talk Time (CUSTOMER): 340743 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/afa385ba-3e77-40cd-82b8-ea41a63049dd_20250408T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, please, um, I'm trying to um log in to your online service center, uh, as a new user because my company just changed their copy insurance to you, but I'm having trouble sending in. I mean, it says that there's an error in the system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you walk me through, please?
[CUSTOMER][NEGATIVE] Maybe I'm doing something wrong, I don't know.
[AGENT][NEUTRAL] OK, so you're trying to set up your personal, are you trying to set up your personal profile in the online service center? OK, so yes now I can help you with that. Um, who am I speaking with please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I'm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And Miss [PII], what is a good
[CUSTOMER][NEUTRAL] And I, I work for Insignia.
[AGENT][NEUTRAL] OK. Thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't, I, I don't know. That's why I'm trying to sign in so that I can get the, the parts and then after the group who offers. Oh, OK, hold on, because I think I know what I did. Oh, but I don't have the group number.
[AGENT][NEUTRAL] OK, so if you're creating your personal profile, you're not gonna need the group number, but I can't assist you in setting it up, Miss [PII], until I can pull up your information and verify some.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What do you mean?
[AGENT][NEUTRAL] Things with you for security first.
[AGENT][NEUTRAL] OK, so you don't have your ID card with your policy certificate number, is that correct?
[CUSTOMER][NEUTRAL] My Social Security is [PII].
[CUSTOMER][NEUTRAL] I don't have my card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's what, that's exactly what I wanna go in to get the card.
[AGENT][NEUTRAL] OK, 5 nights.
[AGENT][NEUTRAL] OK, so your social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][POSITIVE] OK, thank you. Yeah, give me a moment, please.
[AGENT][NEUTRAL] Give me just a moment please to locate your information.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What was the day again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, thank you. Uh your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is the best contact number. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, thank you. And the last thing to verify is going to be your email address and it does appear to be your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So,
[AGENT][NEUTRAL] Are you on your computer?
[AGENT][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Yes, I'm at the office, yeah.
[AGENT][NEUTRAL] Online service center page.
[AGENT][NEUTRAL] OK, so you would first select a new user.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm the, in the online service center.
[AGENT][NEUTRAL] Then I'm
[AGENT][NEUTRAL] OK, so did you see where it says new user?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you would click there, then select I am an individual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With an APL policy, it's the first one, OK, click next.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then you're gonna fill in those boxes with that requested information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, last name [PII], then social security with with ashes or without, without ashes?
[AGENT][NEUTRAL] Uh, no, ma'am. Just, yes, just the, the numbers. Mhm.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Just the numbers?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]. OK. So,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Should I press next, should I press uh next?
[AGENT][NEUTRAL] Yes, ma'am. If you filled in those 5 boxes. Yes, ma'am. Just click next.
[AGENT][NEUTRAL] And it should take you to the screen where you were going to create your username and password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so searching.
[CUSTOMER][NEUTRAL] I was able to get all the way here, but then it's still searching.
[CUSTOMER][NEUTRAL] And it tells me there's an error. Let's see if with you it works.
[CUSTOMER][NEUTRAL] No, you see, it says oops, there has been an errors that we.
[AGENT][NEUTRAL] OK, let me see if I can.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, good. What else does it say?
[AGENT][NEUTRAL] That we're experiencing an error?
[CUSTOMER][NEUTRAL] Yeah, it says looks like we're experiencing technical difficulties. If you continue to experiences, please contact customer service and the on the phone number.
[AGENT][NEUTRAL] OK, so let me just see if I can set it, uh, create a temporary to see what kind of error message I might receive.
[AGENT][NEUTRAL] Miss [PII], so bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because we verified all your information is correct and did use your work email. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Try this
[CUSTOMER][NEGATIVE] So it doesn't it, it doesn't work for you?
[AGENT][NEUTRAL] And again, your so 59.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The group number so I don't have a group number. OK, but I don't know it.
[AGENT][NEUTRAL] Yes, ma'am, but you wouldn't need.
[AGENT][NEUTRAL] OK, you, for a personal profile, Ms. [PII], you will not be asked for a group number.
[CUSTOMER][NEUTRAL] OK, I mean, yeah, this is my partner, I mean.
[AGENT][NEUTRAL] So if it's asking you for, OK, so yes, ma'am. I just wanted you to know, you would not, it will not ask you for your
[CUSTOMER][NEUTRAL] So, like the policy belongs to my firm, so are, are we into individual with, yes.
[AGENT][NEUTRAL] Right, but you're
[AGENT][NEUTRAL] Yes, ma'am. Did you select I am an individual?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK, so we will not ask you for a group number and making that selection it.
[CUSTOMER][NEUTRAL] Well, they said there's another choice which it says.
[AGENT][NEUTRAL] Right, but that's
[CUSTOMER][NEUTRAL] Uh, provide that, that is I guess for the employer, right?
[AGENT][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] And your your email again is your first name.lastname.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We are good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How you try it like this? I'm going to find it, so.
[CUSTOMER][NEUTRAL] I was on one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] pretena [PII] and say.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I was, so.
[AGENT][NEUTRAL] Ms. [PII], I want you to try it again because now it is asking, it is let me go farther where it's asking me to set up the username and.
[AGENT][NEUTRAL] Password, it took it a moment, but it did not your message that you're getting. So I'm just going to cancel out of this, OK? So let's go back to that very first screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we'll walk through the steps again. So, so like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I am an individual with an APO insurance policy and include that.
[CUSTOMER][NEUTRAL] OK, near you, sir?
[AGENT][NEUTRAL] Mhm. I'm an individual with an APO insurance policy, and then next.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll fill in your last name, your social security number, your zip code, your work email, and your date of birth.
[CUSTOMER][NEUTRAL] Mhm. And then
[AGENT][NEUTRAL] And once you have all of these fields.
[AGENT][POSITIVE] Built in, click next.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so then there you'll just create and your username can be anything that you want it to be.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] OK. I, I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Did you enter your stuff to see if your stuff works?
[CUSTOMER][NEUTRAL] And chicken, OK. No, Spiattis. Uh, I, I'm, I'm talking to, I'm, I'm, I'm asking my partner to see if her stuff works.
[CUSTOMER][NEUTRAL] Their personal email or I will put, I will put in email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come on, you, you call me.
[CUSTOMER][NEUTRAL] you know the ATM. No, I know, but it's OK you're signing on as a as a new user.
[CUSTOMER][NEUTRAL] No, don't said bone insignia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, she's having a problem too here.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so in order to assist, I would have to speak to her in order to verify. Yes, ma'am. So is there anything else that I can help you with this afternoon, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, let me put you through with her, OK?
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] No, I, I, I can, I can, I actually.
[CUSTOMER][NEUTRAL] That's OK. That's OK, hold on.
[CUSTOMER][NEUTRAL] Yeah, hello.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, who am I speaking with? Hello, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], how are you?
[AGENT][POSITIVE] Hi, [PII]. How are you today? I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I'm doing good, thank you.
[AGENT][NEUTRAL] Good. OK, so you're also want, um, set up your profile in the online service center, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, yes, ma'am, I can help you. And [PII].
[CUSTOMER][NEUTRAL] I enter my last name, my Social Security.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I entered my last name, my social security.
[CUSTOMER][NEUTRAL] My residential ZIP code, my work email, and my date of birth and now it's just searching.
[AGENT][NEUTRAL] OK, so what I'll need to do as I explained to Miss [PII], there's certain things that I will have to verify with you for security purposes first and then we can go from there. So if you would spell your last name for me, please, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you know your policy number?
[AGENT][NEUTRAL] If not, I will need your social to look up your information.
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. All right. What is your full social uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] OK, [PII], so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so again that is the best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you. And lastly your work address.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] What is your work email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, so are you um in front of the computer where we can try and walk through this like I did with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so first off, select new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then select I am an individual with an APL insurance policy and click next.
[CUSTOMER][NEUTRAL] OK. Next, OK.
[AGENT][NEUTRAL] Uh-huh. And then you're going to fill in your last name, security, zip code, your work email, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's searching.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, my, my partner says that that's all I need, that uh I can do the filling out of the username and everything on my own.
[AGENT][POSITIVE] OK. Yes, ma'am, that is correct. You can. All right. Well, is there anything else that I can help you out with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you both for calling APL. I hope you both have a very nice evening.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye-bye.