AccountId: 011433970860
ContactId: b77e7c29-6171-4d11-b690-57ce46f92457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1140750 ms
Total Talk Time (AGENT): 359205 ms
Total Talk Time (CUSTOMER): 449280 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b77e7c29-6171-4d11-b690-57ce46f92457_20250113T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], I am trying to log on, get some information about a policy I have with you guys.
[AGENT][NEUTRAL] Yes sir, I can help you with your policy, um, can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] I do not know.
[AGENT][NEUTRAL] OK, I can look it up with your social security number if you provide that for me it'll pull it in for us.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] Hm, I'm not able to pull you in. [PII] is how you spell your last name and then how do I spell your first name?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] First is [PII], [PII]
[AGENT][NEUTRAL] OK, and then how to
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am the 2nd, so it may have something to do with the way the system and that's what I'm running into is I can't create a user login and it may have something to do with the way your system does the suffix.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, alright, let me look at this real quick, um, I think I've got you pulled up.
[AGENT][NEUTRAL] And [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Let me look here.
[AGENT][NEUTRAL] And what is the physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not able to pull you up. I'm not showing that you're in our system. I did find that [PII] spelled the same way but had different date of birth and different address.
[CUSTOMER][NEUTRAL] Is it a, is that one of, uh, [PII]?
[CUSTOMER][NEUTRAL] February is in [PII] and a uh [PII] address.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Alright, well then y'all's information on me then is incorrect so we got a policy that we wrote out on my wife already had a policy with y'all and shortly after we got married we added myself and our kids. So how do we get this straight?
[AGENT][NEUTRAL] Mhm. Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what is, let me see if I can pull it in with your, with your wife. She added you guys to the policy, is that correct? To her policy?
[CUSTOMER][NEUTRAL] Uh, either, either added, either added us to it or added or created a new policy. I'm not sure. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], let me see if I can't find her.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I can give you her social if you need that.
[AGENT][POSITIVE] Yes, please. That would be helpful. I appreciate it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no worries, give me just a second here.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look her up with that social.
[AGENT][NEUTRAL] Give me just a second. I'm looking at the policies real quick for her.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me one more time? I'm sorry to ask you again, but I think I have you.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the address again, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir. I have found you.
[AGENT][POSITIVE] OK, yay we [PII], we have contact.
[CUSTOMER][POSITIVE] Good deal. Alright, so before we go, um.
[CUSTOMER][NEUTRAL] Exactly right, so, um, what is the policy number just before we get too far policy number?
[AGENT][NEUTRAL] OK, your policy number is 751276.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I need to be able to.
[AGENT][NEUTRAL] And let me verify this.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] I was just looking to make sure that I had oh it's the 2nd. The reason why we weren't able to pull you in by your name is because you're in as the 2nd, yes.
[CUSTOMER][NEUTRAL] Because of the suffix.
[CUSTOMER][NEUTRAL] All right, so how does that, so when I'm creating my online, I figured that had to be what it was. So when I'm trying to create my online deal, how do I do that in my last name? Is it [PII] I I, [PII] I I.
[AGENT][NEUTRAL] Let me look and see if she already has it on uh if she's already set up on the OSC because the account holder is the only one that can set up the OSC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me look real quick.
[CUSTOMER][NEUTRAL] She had, yeah, she had tried and couldn't.
[CUSTOMER][POSITIVE] But she may have been trying to create one for me, yeah.
[AGENT][NEUTRAL] I'm gonna see if she has one.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see if she has.
[AGENT][NEUTRAL] No, she's not set up on the online service center so that's why you're not able.
[CUSTOMER][NEUTRAL] OK, so she can just sit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So you can just set hers up and then all of ours will be under there buying hers and then the kids as well. Alright, let me do that. Let me, let me do that real quick here 4 364.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] Now it's saying that no user.
[CUSTOMER][NEUTRAL] Was found with the information that was entered, so I put last name I put her social.
[CUSTOMER][NEUTRAL] Got the right zip code. Go and now, does it have to be an exact match on an, well, she's not in the system yet, so email shouldn't matter, right? as far as a match.
[AGENT][NEUTRAL] No, the email is what actually pulls the um and she's in as [PII].
[CUSTOMER][NEUTRAL] OK, is it, is it using her irrigation Mart email address [PII].
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] I don't have her email address but I'll have to get consent from her to be able to add that to the policy.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh yeah, that's
[AGENT][NEUTRAL] And to be able to discuss the policy.
[CUSTOMER][NEUTRAL] So you, so you don't have any, so you don't have an email address on her then and that's why we can't log on?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes sir, that's correct. I'll need her email address and if she could just call in with that.
[CUSTOMER][POSITIVE] I got you. I got you. Alright, I got, oh, I can, I can grab her real quick. Hang on just a second, she just.
[AGENT][POSITIVE] Yes, sir. Thank you. I appreciate it.
[CUSTOMER][NEUTRAL] Yep, yeah, that's fine.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] You know where she went?
[CUSTOMER][NEGATIVE] Oh crap, well, she stepped out, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey what now hang on, I can get her. I can get her on my cell phone and we can do this over cell phone so.
[AGENT][NEUTRAL] OK, yeah, if you wanna do a 3 way call, that's fine.
[CUSTOMER][NEUTRAL] So, yeah.
[AGENT][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] Well, you're on my office line, but I'll just put her on speaker so hang on a second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII] I'm not.
[CUSTOMER][NEUTRAL] She didn't hear it. Let me call her again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And I also need to when we've got her on the phone, I wanna get her phone number that she wants to put on the policy because that also needs to be on there and I'm not showing one.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Hey babe, hey, yeah, hey, uh, I got APNL on the phone. Um, they just need to verify that, uh, you're who I'm telling them you are and that I've got permission to give them your information.
[CUSTOMER][POSITIVE] Absolutely 100%. So what do you need her? I, I've got you, well, let me put you on speaker so she can. OK, do you need any information from her?
[AGENT][NEUTRAL] Yes, um, miss, um, [PII], can you please, I'll need for you to verify your date of birth for me please, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also can you please give me your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my phone number is probably my cell number. Do you, do you need that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And is it OK for me to be able to discuss the policy with your husband today, Mr. [PII]?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate you for giving me the information. I hope you have a blessed rest of your day.
[CUSTOMER][POSITIVE] You as well, thank you.
[AGENT][POSITIVE] You're welcome, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, I'm adding her phone number [PII] to the policy.
[AGENT][NEUTRAL] And then I'm gonna add her email address and she said that was just [PII]?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me make sure it took.
[AGENT][NEUTRAL] Well, it's gonna make me go someplace else to do it, but I'm gonna get it.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] I'm tenacious. I don't give up.
[AGENT][NEGATIVE] To a fault sometimes.
[CUSTOMER][POSITIVE] Good deal.
[AGENT][POSITIVE] I appreciate you being patient with me while I get all this in.
[CUSTOMER][POSITIVE] Oh no worries I appreciate your help, no worries.
[AGENT][NEUTRAL] OK, I think I got it. Let me.
[AGENT][NEUTRAL] Boom, it's in there.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so now that her we've got your address correct, we've got your phone number correct, and we got your email address correct it should pull in for the online service center now.
[CUSTOMER][NEUTRAL] Alright, I got S K I.
[AGENT][NEUTRAL] And she's a new user, she's never signed up before according to what I'm looking at, so you're gonna go in as a new user and then you're the second option is I'm an individual with a policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I got that so I've got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll have to set up the username, the password, all of that.
[CUSTOMER][NEUTRAL] It's giving me the same.
[CUSTOMER][NEUTRAL] Message, so let me close the browser and go back in and do it again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now are you trying to do it on a desktop or a phone? What are, what's the device? OK good.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yeah, the best.
[CUSTOMER][NEUTRAL] Desktop
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And are you using Google Chrome?
[CUSTOMER][NEUTRAL] Uh, no, I'm using.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, I am using Google Chrome, yep.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] RBS 43.
[CUSTOMER][NEUTRAL] 6458973.
[CUSTOMER][NEUTRAL] 270.
[CUSTOMER][NEUTRAL] Oh I bet.
[CUSTOMER][NEUTRAL] It's because I didn't have 04.
[CUSTOMER][NEUTRAL] We just had 44.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] OK, it's telling me no user was found with the information that was entered.
[AGENT][NEUTRAL] Right, she's never signed up before.
[CUSTOMER][NEUTRAL] So I've got
[CUSTOMER][NEUTRAL] Yeah, I'm on the new user. I'm an individual with AP&L, but to provide the information for the individual account, that's what I gave.
[AGENT][NEUTRAL] Right, so,
[CUSTOMER][NEUTRAL] So when I went to the login screen, it says new user, so I clicked on new user. It says which role best describes you, so I selected I'm an individual with an APL policy. I click next and it and then step 2 says provide all the following information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] So that's I put it all in there or the INS.
[CUSTOMER][NEUTRAL] Social security number again is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No this is gonna be her information.
[CUSTOMER][NEUTRAL] Yep, I understand that's what I'm putting in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 71,270 email [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the [PII].
[CUSTOMER][NEGATIVE] And I'm getting the message. No user was found with the information that was entered.
[AGENT][NEUTRAL] OK, so you're putting her last name in [PII] [PII].
[CUSTOMER][NEUTRAL] The last name is [PII]. Do they have it as two last names?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, her last, I'll, I'll use that, but her last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] is a double first name. All right, that, that let me in, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so that that is a, how do we need? I mean, ultimately we need to correct that her last name is [PII] [PII] is just a double first name, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, OK, so if you, if you guys can send in an email.
[AGENT][NEUTRAL] Uh, to the care [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just the changes that need to be made, that her last name needs to be changed from [PII] to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, we'll tend to that right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I think I got it from here, so thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. I'm glad we were able to fix you up and get you in. Thank you so much for calling APL. You have a good day too, sir. Mm bye bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Alright have a good day.
[CUSTOMER][NEUTRAL] Bye.