AccountId: 011433970860
ContactId: d096afd9-8c15-4405-a503-7c8b7017b105
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360529 ms
Total Talk Time (AGENT): 64673 ms
Total Talk Time (CUSTOMER): 92194 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d096afd9-8c15-4405-a503-7c8b7017b105_20250620T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I can't seem to log into my account online. I mean online it's asking for my email address and I always use the user name.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, so,
[CUSTOMER][NEGATIVE] So I can't seem to log in and if I try it with an email address or I try to create it, it's not allowing it.
[AGENT][NEUTRAL] Mhm. Sure, OK and so I do apologize for the confusion as of just a couple of weeks ago our website did undergo quite a big change and with that change all users are now having to create new accounts so you would have to go in uh as a new user and reset up your account that way it'd be all the same information of course the only difference is after that you would sign in with an email.
[CUSTOMER][NEUTRAL] I did try that. Let me try this again.
[AGENT][NEUTRAL] Um, so you would select as an insured and then, um, we also, uh, what seems to help with preventing some errors is if you only fill out the boxes that have an asterisk and leave the other ones blank.
[CUSTOMER][NEUTRAL] 334
[AGENT][NEUTRAL] So I believe that would just be your last name the of birth and email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, let's try that.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] I guess I'm waiting for a verification code.
[AGENT][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] So now when I'm creating this password now is 8 to 16 characters containing 3 out of 4 of the following? Can I do 4 out of 4?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, of course it just has to have at least 3 of the 4.
[CUSTOMER][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] Let me do this.
[CUSTOMER][NEUTRAL] American public edit.
[CUSTOMER][NEUTRAL] Number character.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Exclamation is not one of them, so I'll do the slash.
[CUSTOMER][NEUTRAL] Upper lower OK.
[CUSTOMER][NEUTRAL] Save so let's try this.
[CUSTOMER][NEUTRAL] [PII]. Let me just get rid of a couple I think it's too many.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Copy
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just waiting for another verification code.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so I, I am in.
[CUSTOMER][NEUTRAL] So I'm gonna see my.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Dashboard for your ID card.
[CUSTOMER][NEUTRAL] It's the ID card only has a policy number, right? There's no member ID or anything like that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright then I think I'm I think I'm good.
[AGENT][NEUTRAL] OK, there wasn't anything else I could help you with?
[CUSTOMER][NEUTRAL] I'm in.
[CUSTOMER][POSITIVE] No, I appreciate the help thank you.
[AGENT][POSITIVE] All right, of course, sorry about all the confusion. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.