AccountId: 011433970860
ContactId: d1e96314-360f-4181-a555-6fd11481d880
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318600 ms
Total Talk Time (AGENT): 141851 ms
Total Talk Time (CUSTOMER): 76815 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/d1e96314-360f-4181-a555-6fd11481d880_20250220T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], my name is [PII]. I'm trying to log into the system under a new user, but I can't get in.
[AGENT][NEUTRAL] Alright, Mr. um, give me just a second so I can um help you out with um your login. All right.
[AGENT][NEUTRAL] Uh, do you happen to have your policy number on hand that we can use?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] All right, let's see. Is there any way that we can use uh your social security number so we can access to your policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[AGENT][NEUTRAL] In what state is this policy issued?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, perfect. I was able to find it. And just for verification steps, um, do you mind verifying your date of birth with me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see here that the address is correct. So let's now go.
[AGENT][NEUTRAL] To the online service center.
[AGENT][NEUTRAL] Um, would you like me to provide your policy number so that you can use it in the future?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, what is it?
[AGENT][NEUTRAL] Alright, that will be 236.
[AGENT][NEUTRAL] 7689.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, and allow me just a second to access the online service center and see what we have there.
[CUSTOMER][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Not policy number.
[AGENT][NEUTRAL] Alright, we are gonna go, we're gonna um walk through the online service center and make sure everything we have is correct, um, we are clicking the I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And for last name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, uh, and we are using uh whole social security number with no spaces or dashes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and the zip code I do see here we have it correct. And what email address are we using?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I see that we have a different email. I would guess it is your work email, [PII].
[CUSTOMER][NEUTRAL] Alright [PII]
[AGENT][NEUTRAL] Can we try with that option?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see what was our old emails under Louisiana [PII].
[CUSTOMER][NEUTRAL] They changed our emails up under Louisiana [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] What's our new one [PII] is the new one.
[CUSTOMER][NEUTRAL] But it's probably under the old one,?
[AGENT][NEUTRAL] Yes, we are using an old one, I guess, [PII].
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Or was it [PII] and not be yet.
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][NEUTRAL] No, I got to put the old one in. That's the one.
[CUSTOMER][POSITIVE] Alright, you got me in there now.
[AGENT][POSITIVE] It worked. All right. I believe there is an option um later in into the uh whenever you're gonna plug in your information where you can change the email address that you would like to use instead of the old one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else that I can help you today with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APO and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you.