AccountId: 011433970860
ContactId: bf79a4e4-bece-415c-9e22-0ec7dba67ad7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311660 ms
Total Talk Time (AGENT): 83320 ms
Total Talk Time (CUSTOMER): 108984 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/bf79a4e4-bece-415c-9e22-0ec7dba67ad7_20250312T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] [PII], I'm trying to get registered online. I called earlier this morning. I had to make some changes on my account and she gave me a policy number, but it's not letting me enter that policy number. It says it's incorrect.
[CUSTOMER][NEUTRAL] My name is uh [PII].
[AGENT][NEUTRAL] OK, and you're just trying to register online, correct?
[CUSTOMER][NEUTRAL] Right, I'm just trying to get the correct policy number. I think I have written it down wrong or she gave it to me wrong.
[AGENT][NEUTRAL] OK, [PII], what did you write down?
[CUSTOMER][NEUTRAL] 502-712
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] It says it needs a policy or the coverage ID number.
[CUSTOMER][NEGATIVE] And when I put that in it, it says it's wrong.
[AGENT][NEUTRAL] Yeah, that comes up with your name. Hold on just a second here. OK, so you're doing the whole I'm a new user trying to set up the, the login, OK.
[CUSTOMER][NEUTRAL] Right, right, right, she sent me a, a link.
[CUSTOMER][NEUTRAL] My date of birth is [PII] I mean [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That's what we have is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What is the policy or the coverage ID number?
[AGENT][NEUTRAL] The policy number that you gave me, the 502-712 did come up for you. Did you try just putting in under your last name, try your social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I got it, it asked me to put in my policy or coverage ID number, my date of birth, and my last four digits of my Social Security card.
[CUSTOMER][NEGATIVE] And it won't let me continue because it says this is the wrong number.
[AGENT][NEUTRAL] I don't, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Did you have an internet.
[CUSTOMER][NEUTRAL] Please enter a valid policy number.
[AGENT][NEUTRAL] I'm confused because when I click new user and then I'm an individual with an APL policy.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] You should just have to enter last name, social security, zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] So we enter the date of birth, what do you enter?
[CUSTOMER][NEUTRAL] Do you enter [PII] or how do you do?
[AGENT][NEUTRAL] It's 2 months, 2 dates for the month, um, [PII] for the day, and then [PII] for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see, I don't know.
[CUSTOMER][NEUTRAL] Go back to my email.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] I was in my spam.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] If you're over
[CUSTOMER][NEUTRAL] You may
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Oh, I don't see the email now, um.
[CUSTOMER][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] A new user. I'm an individual.
[CUSTOMER][NEUTRAL] Last name, OK.
[CUSTOMER][NEUTRAL] And enter my my full social.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Do I need to enter my full social?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then the zip code we have is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my email.
[AGENT][NEUTRAL] And the email is the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, it got, went through that time. I'm so sorry. I don't know what I was, I don't know what I was doing. All right, thank you.
[AGENT][NEUTRAL] No, don't apologize.
[AGENT][POSITIVE] I was, yeah, yeah, not a problem.