AccountId: 011433970860
ContactId: c52b6cca-4375-4247-bf35-f136c4681de7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299839 ms
Total Talk Time (AGENT): 102615 ms
Total Talk Time (CUSTOMER): 111068 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c52b6cca-4375-4247-bf35-f136c4681de7_20250602T12:03_UTC.wav
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[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Hey, sorry about that.
[AGENT][NEUTRAL] No problem. I, I said, OK, let's go ahead and.
[AGENT][NEUTRAL] And you were just not there. I could see we're still connected, but
[CUSTOMER][NEUTRAL] Yeah, um, yeah, I apologize, I was talking away, um, so just tell me what you think, um, what you think I need to do.
[AGENT][NEUTRAL] Could not hear you.
[AGENT][NEUTRAL] OK, so let's, are you trying to log in um as yourself or as the agency?
[CUSTOMER][NEUTRAL] I tried both. You tell me what thing, which one do you think I should do first, I think the agency would probably be.
[AGENT][NEUTRAL] Let's, let's try and do you as the, let's try and do you as the broker first.
[CUSTOMER][NEUTRAL] OK, so create your own USC account.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, this is where, right now I'm technically a broker agency owner. I'm also an insured of APL, so which one would you click on?
[AGENT][NEUTRAL] Let's do the broker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I go through this deal right here where I put my.
[CUSTOMER][NEUTRAL] My last name, let's see.
[CUSTOMER][NEUTRAL] For social, they want my social, not my tax ID, correct?
[AGENT][POSITIVE] Right. And let's, let's go through that, make sure we've got it right in our system.
[AGENT][NEUTRAL] I've got 437.
[AGENT][NEUTRAL] 479-950.
[CUSTOMER][NEUTRAL] Correct, do I have to put any spaces or anything on here?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no spaces.
[CUSTOMER][NEGATIVE] OK, this is all the way I've done it so far that's what makes me nervous. It just keeps uh.
[CUSTOMER][NEUTRAL] Say it doesn't know who I am. Let's see.
[AGENT][NEUTRAL] OK, and date of birth. Date of birth, we've got [PII].
[CUSTOMER][NEUTRAL] And I get it.
[CUSTOMER][NEUTRAL] That's right. Let's see.
[CUSTOMER][NEUTRAL] OK, alright, I've gotten this far many times that I hit next. OK, let's go see.
[AGENT][NEUTRAL] Well, what's the email that you're putting in?
[CUSTOMER][NEUTRAL] Oh, let me, let me already hit next um [PII].
[AGENT][NEUTRAL] Yeah, that's what we have.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] All right, now it says.
[CUSTOMER][NEGATIVE] It said an error message and now it says.
[CUSTOMER][NEUTRAL] Welcome to the APL online center log in.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so go ahead and put in your social or not your social, your email.
[AGENT][NEUTRAL] That'll be user name now.
[CUSTOMER][NEUTRAL] So for password put my username what it was before.
[AGENT][NEUTRAL] Your username is gonna be yeah email is gonna be your username and then you'll create a password.
[CUSTOMER][NEUTRAL] It's an email address if that.
[CUSTOMER][NEUTRAL] OK, so where it says email address actually only put in my username.
[AGENT][NEUTRAL] No, that you put it no you put in your your email address that is now your username.
[CUSTOMER][NEUTRAL] From before.
[AGENT][NEUTRAL] Is your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for password, what password do I put here?
[AGENT][NEUTRAL] You're gonna have to create a password, so that might be part of the problem. So you may have to go to um set up.
[AGENT][NEUTRAL] Or create a password.
[CUSTOMER][NEUTRAL] Wait, you said, I'm sorry, you said put what?
[AGENT][NEUTRAL] You, you're gonna have to create a new password.
[CUSTOMER][NEUTRAL] OK, it's acting like this is an existing password, so what would I put here?
[CUSTOMER][NEUTRAL] Just whatever I want it to be or.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEGATIVE] Because we can't seem to find your account. This is where I keep uh ending every time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if they.
[AGENT][NEUTRAL] It just pushed this out on Saturday.
[CUSTOMER][NEUTRAL] And what's normally it's not normally a big deal, but unfortunately we have so many different things going on with claims and questions and things that I have to be able to access everything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me, uh,
[AGENT][NEUTRAL] Let me get with IT and see what we have going on, if, if they ran into some snags. I'm not really sure what, what's going on.
[AGENT][NEUTRAL] So let me, let me try and get that and then I'll call you back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][POSITIVE] Thanks soon.
[CUSTOMER][POSITIVE] I, I appreciate it. OK, bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.