AccountId: 011433970860
ContactId: c382de82-74c5-425e-8101-a3b2c6d015cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 719739 ms
Total Talk Time (AGENT): 223486 ms
Total Talk Time (CUSTOMER): 204482 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/c382de82-74c5-425e-8101-a3b2c6d015cd_20250509T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Hi, uh, my name is [PII]. I was trying to log in, um, in the computer to create my, my portal, and it's telling me that there's an error and please contact the customer service.
[AGENT][NEUTRAL] OK, so you're the insured and you're trying to set up your profile in the portal but you're getting an error message, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and if you could please spell your name for me?
[CUSTOMER][NEUTRAL] Uh my name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII] 2nd, I'm in the office. [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02555951.
[AGENT][NEUTRAL] OK, thank you, so give me a moment please to get your information pulled up. Once I do, I will need to verify several things with you first for security, and then as well I'll be able to help you, um, hopefully set up your profile. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And your first name again, it's spelled [PII], is that correct?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you. Your full social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, say that one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we're missing a couple of numbers.
[AGENT][NEUTRAL] That's not a full social.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] [PII] sorry.
[AGENT][NEUTRAL] OK, that's OK. Thank you. And then your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the best phone number that we should have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The number
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, again, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is that your cell number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then I do need to add an email address on file for you so what email would you like added?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] And I think that and I think that I gave you I gave you a wrong number in my phone now I realize it's [PII].
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and then let's do your email address one more time. It was your last name. [PII].
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the reason I think you were having trouble, Ms. [PII], that's all of the information I need to verify, is that we did not have a phone number or an email address on file for you, and those are two pieces of information that must be in the system. So are you where you can try and set up your profile again while you and I are still on the phone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm in front of the computer and I did it. I just did it now, OK, let me see, yeah, it's telling me the same message.
[AGENT][NEUTRAL] OK, so let's start over from and you're on the OK so first off you're gonna select new user because you have to set up your profile.
[CUSTOMER][NEUTRAL] I want to log in.
[CUSTOMER][NEUTRAL] Oh new user, yeah, that's what I did.
[AGENT][NEUTRAL] Mhm, then select I'm an individual.
[CUSTOMER][NEUTRAL] Then I press on an individual yes go next.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me enter that again.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, the member ID is.
[AGENT][NEUTRAL] OK, so you do not have a member ID that is asking for your social security number. If you'll notice it says it is not your policy oh.
[CUSTOMER][NEUTRAL] Yeah, no, no, I put them, I put them in, I put them, I put them in the ID already.
[AGENT][NEUTRAL] No, ma'am. No, that's what I'm saying. You do not have a member ID. If you'll notice on the portal, it says to use your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or member ID, it is not your policy, so you'll need to enter your full social security number right there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wednesday next Wednesday.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me see now, OK, create your account now.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][POSITIVE] Oh good. Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] OK, please find the password.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm not letting me to go on it.
[AGENT][NEUTRAL] I'm so sorry, Ms. [PII] what?
[CUSTOMER][NEUTRAL] Oh maybe it was the past I think.
[AGENT][NEUTRAL] Oh, you may be keen.
[CUSTOMER][NEUTRAL] I think it's the password what is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm yeah I think they're asking me for.
[CUSTOMER][NEUTRAL] Like uh
[CUSTOMER][NEUTRAL] OK, let me enter the password again because this.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I think it said the password doesn't match.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] When I confirm the password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there we go.
[AGENT][POSITIVE] OK, perfect. So you were able to set it up now?
[CUSTOMER][NEUTRAL] So many
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] Was there anything else, Ms. [PII] that I could help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much it's submitting now, so.
[AGENT][NEUTRAL] OK, good. All right, well.
[CUSTOMER][POSITIVE] Your account has been successfully created.
[AGENT][POSITIVE] Perfect, perfect.
[AGENT][POSITIVE] OK, well, if that is all that I could help you with at the moment, thank you again for calling APO and I hope that you.
[CUSTOMER][NEUTRAL] Let me, let me, let me try let me try to log in to make sure that it's working OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] And don't hang up, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect OK thank you so much.
[AGENT][NEUTRAL] You were, OK, so you were able to sign in?
[CUSTOMER][NEUTRAL] Yes, I did, yeah.
[AGENT][NEUTRAL] OK, great, great. All right. Well, is there anything else?
[CUSTOMER][NEGATIVE] No thank you so much that was all for today.
[AGENT][POSITIVE] OK. OK, Ms. [PII]. Well, thank you again for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.