AccountId: 011433970860
ContactId: b2b1c37f-0dd8-4b29-a9b8-fbd2fc8ff69e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254589 ms
Total Talk Time (AGENT): 94251 ms
Total Talk Time (CUSTOMER): 110097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b2b1c37f-0dd8-4b29-a9b8-fbd2fc8ff69e_20250605T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, uh, I have an APL account and my wife tried to sign on and wasn't able to get on, and I'm, I'm at work right now and I just tried to sign on and it's not recognizing.
[CUSTOMER][NEGATIVE] My uh information says it's not what we have on file, but I'm looking at my payroll stuff and it looks like it's the same so I'm stuck.
[AGENT][NEUTRAL] OK, are you, have you, everyone has to create a new account. Is that what you did or did you just?
[CUSTOMER][NEGATIVE] That that that's where I'm stuck. That's exactly where I'm stuck. I'm trying to create an account that says it doesn't match what we have on file.
[AGENT][NEUTRAL] OK. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Hang on, she sent a text. Let me get there.
[CUSTOMER][NEUTRAL] 02573077.
[AGENT][NEUTRAL] OK, can I get your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like we don't have an email on file, so that's gonna stop you from, um, getting into the account. What email address should we use?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can I put 2 on there, 1 for me and one for my wife, or does it have to be just mine?
[AGENT][NEUTRAL] It's yours.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, that's [PII]
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And you say [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, now we have your um email address on file. It should work, so you'll be the insured.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and then, of course.
[CUSTOMER][NEUTRAL] Yeah, it just let me sign in yeah.
[AGENT][NEUTRAL] OK, OK, yeah, I have to have an email so that's that's what it was.
[CUSTOMER][NEUTRAL] Uh, so,
[CUSTOMER][POSITIVE] OK, um, very good. Now, can.
[CUSTOMER][NEUTRAL] Does she have to access it through my account or how?
[AGENT][NEUTRAL] Yes, yeah, so you'd have to set it up. You're the only person that can set it up, but then of course it's up to you if you wanna give her that information and then she can access it.
[CUSTOMER][NEUTRAL] Does that work?
[CUSTOMER][NEUTRAL] OK, but, but she would have to use my email address that's the problem.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, is that correct?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so it's gonna send a verification code, um, because we do the two-factor verification. So it would send a verification code to that email. It's up to you whatever email address you want to have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] You know, but to create the account, it, it needs your social, your name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Etc. that makes sense.
[CUSTOMER][NEUTRAL] Yeah, OK, alright, alright, I, I, I see the, the form here. I'll, uh.
[CUSTOMER][NEUTRAL] I'll set it up and we'll see. I mean, you, you know, the problem, the problem is for work they have me traveling 200 days a year, so I kind of want her to do it, but.
[AGENT][NEUTRAL] Yeah, I understand. Yeah, um, I think you can, you can change your, uh, email afterwards if you like, um, but initially it would be your email so.
[CUSTOMER][NEUTRAL] You know, just one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All right, very good. Thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.