AccountId: 011433970860
ContactId: d0bc9146-dc32-4c82-a7cd-3ff0854d206e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293950 ms
Total Talk Time (AGENT): 165833 ms
Total Talk Time (CUSTOMER): 64385 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d0bc9146-dc32-4c82-a7cd-3ff0854d206e_20250618T22:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to access my online account, but it's saying you are not found, so I'm trying to remember what email that I use.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You're fine yeah I can go ahead um well I will say just if you were unaware, um, as of a couple of weeks ago with our website changing uh have you created a new account since then or is that what you're trying to do at the moment?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh no, I didn't because I didn't have uh I didn't know it was sent.
[AGENT][NEUTRAL] OK, yes, right, so I apologize for the confusion, um.
[AGENT][NEUTRAL] With this website uh it did undergo quite a big change and with that all users are now having to create uh a new log in um all of the information is still the same uh it's just you're not gonna have a user name anymore it would be the email that you used to sign in with.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I can still get that pulled up because it does still have to match what we have in our system so I can see what email address we've got for you.
[CUSTOMER][NEUTRAL] Yeah, I don't remember.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Let me see if I can find one of my work uh stuff.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Like um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can also search using your social if that's easier.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, there we are, and then, uh, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect um now the email address I've got on file for you, it is an [PII] account.
[CUSTOMER][NEUTRAL] It could either be [PII] or [PII].
[AGENT][NEUTRAL] So I've got [PII] um just to confirm that that is correct though there's not supposed to be any punctuation in there, right?
[CUSTOMER][NEUTRAL] I have to
[CUSTOMER][NEUTRAL] No, no, right.
[AGENT][NEUTRAL] OK, OK, so yeah, it's just the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK awesome yes so that is going to be the email address that you enter when creating the account I will also say just so that you know with this new system there have been quite a few little hiccups and bugs so when you're going to create of course you would select um new user and then you would select the option that says insured.
[AGENT][POSITIVE] And then you'll see several boxes that you can enter information in. Only fill out the boxes that have an asterisk next to it. Leave the other box boxes completely blank. That seems to resolve some issues that users have been experiencing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe that would just be the last name, uh date of birth, and the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this is going, I'm sorry, I'm just trying to um find problems before they start. Um, another issue that users have had is I think the last box that you fill out would be the email address. Um, make sure to click out of the box before you hit next. If that box is still selected at all, it'll say there's an error.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, I know these things sound silly, but just so that we can kinda.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Streamline this so that you don't experience any issues if possible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I click out of the box.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so
[AGENT][POSITIVE] It's working.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome. OK. All right. Well, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.