AccountId: 011433970860
ContactId: c598e206-21cf-45f5-9ee3-b61b3bc8f6e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 643200 ms
Total Talk Time (AGENT): 152156 ms
Total Talk Time (CUSTOMER): 123005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c598e206-21cf-45f5-9ee3-b61b3bc8f6e3_20250611T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I don't know if it was you that I spoke to a few moments ago, but, um, your website changed and I'm trying to log in with my information and it's not letting me so I was advised to create an account, but it's saying that they can't find my account.
[AGENT][POSITIVE] OK. Yes, ma'am. I can assist you. Um first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get, let's see, your policy number?
[CUSTOMER][NEUTRAL] Let me give you my social please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And so you clicked on create a um new account and then what came up next?
[CUSTOMER][NEUTRAL] It's asking me for my last name, my social security, my zip code, my email, and my date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the email you put the same email address that we have on file?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'm showing that your email address that we have on file is in all caps, so try to put it into um your system in all caps and see if it recognizes it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, it says no user was found with the information that was entered. Please try again and to call this number.
[AGENT][NEUTRAL] OK. Well, I can update your email address for you. What I'm gonna do is take out this email address and could you give me your email address again so I can re-enter it and I'll put it all in lower case because um that's been working so far.
[CUSTOMER][NEUTRAL] Does it have to be the one you have on file because our city we changed our email from city of [PII] to [PII].
[CUSTOMER][NEUTRAL] Does it have to be the same?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, ma'am. It doesn't have to be the same. I can change it.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] And spell [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], do you need me to spell [PII]?
[AGENT][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] So that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're spelling [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've updated your email address and try clearing everything out and um going from the beginning.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, let me give you your policy number and um see if you can enter that in there instead of your social.
[CUSTOMER][NEUTRAL] Well, it says member ID and then it says not policy number. Can I have the member ID then?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Um, it is 01611714.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No 016 11714.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] No, it's not going through. I really don't know what's going on.
[AGENT][NEUTRAL] Well, neither do I.
[CUSTOMER][NEGATIVE] I'm getting the same error message.
[AGENT][NEUTRAL] And what is saying no members found?
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold. I'm gonna see if we're having any issues with our system. One moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, ma'am. Thanks for your patience.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, I was advised that since we just updated your email address, you may have to wait about 30 minutes to 1 hour for it to register in our system. And I was told to um suggest that you go back in after that time and uh try to set up a new account again.
[CUSTOMER][NEUTRAL] OK, question, um, for now, is there an email address that you guys have where I can submit an invoice for a claim or it has to be through the website?
[AGENT][NEUTRAL] Yes, it has to be through the website.
[CUSTOMER][POSITIVE] OK alrighty thank you.
[AGENT][NEUTRAL] Um, there is a fax number if you wanted to, if you can fax the claim in.
[CUSTOMER][POSITIVE] Sure, um, I'm ready.
[AGENT][NEUTRAL] Um, the fax number is [PII].
[AGENT][NEUTRAL] And make sure that you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And make sure that you're attention it to the claims department and reference your policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it you've been helpful thank you so much have a great day.
[AGENT][NEUTRAL] You do the same list. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.