AccountId: 011433970860
ContactId: d3a56e89-1d77-4198-adf7-fa150d16b82b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355160 ms
Total Talk Time (AGENT): 223978 ms
Total Talk Time (CUSTOMER): 98154 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d3a56e89-1d77-4198-adf7-fa150d16b82b_20250617T20:45_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII] um yes my name is [PII] um I.
[CUSTOMER][NEUTRAL] Recently, um, not recently, but probably [PII] is when it became effective for my insurance plus the APL, the secondary.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEGATIVE] And I've had trouble, um, you know, creating an account whenever I go to try to put my information it just says it's not valid.
[AGENT][NEUTRAL] OK. Well, let's look at your policy number. What, what is your policy number, please?
[CUSTOMER][NEUTRAL] OK, it is 02609877.
[AGENT][NEUTRAL] Thank you. And if I could just verify your name, and date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] Sure, um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you very much. So right now you're, you're trying to get into, you're trying to create an account. That's correct. Uh, so let's see what we have here.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The very first thing that we're gonna do, did you have an account with us before? Did you, um, when you got your insurance back in May, did you already create an account?
[CUSTOMER][NEGATIVE] I, I did, I did try to, but it kind of just stopped and was spinning.
[CUSTOMER][NEUTRAL] I don't know what all it finished or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Let's, well, what we'll do is we'll go ahead and look at that. Now, the very first thing that we need to do.
[AGENT][NEUTRAL] Um, we'll go to the, uh, ATL site that's uh [PII].
[AGENT][NEUTRAL] And it will, um, it says sign in or log in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you click the right when you click the very first button it says welcome to the online service center and you will click um log in. Now the next thing that will happen is that you will go down and it says um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, create an account.
[AGENT][NEUTRAL] Um, we're going to create an account, OK?
[AGENT][NEUTRAL] And we're going to click that.
[AGENT][NEUTRAL] Because we have to start all over again, they updated our online service center and anything that you had before, and then we just have to start all over again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, well, that's OK. I wasn't able to get in it anyway.
[AGENT][NEUTRAL] So, do you see what?
[AGENT][NEUTRAL] Oh, OK, great. OK, well, good, we're just gonna, we're just start all over. So, uh, you'll click where it says create your account.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And the next thing that we will do is you are an insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then we'll click next.
[AGENT][NEUTRAL] Now the only thing that we really need here.
[AGENT][NEUTRAL] Um, [PII], just your, your last name.
[AGENT][NEUTRAL] Your email address.
[AGENT][NEUTRAL] And uh your date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] It took me a minute to get my date of birth going because I was like, oh we're gonna have to go all the way through but I saw that if you click.
[AGENT][NEUTRAL] I, yeah, mine is, I, yeah, I do that too and all the way back, yeah, I know.
[CUSTOMER][NEUTRAL] On that date
[CUSTOMER][POSITIVE] I'm like, thanks a lot.
[AGENT][NEUTRAL] It's, it's
[CUSTOMER][POSITIVE] Thank the Lord.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have that and I'll click next and it says and it gives me the now.
[AGENT][NEUTRAL] Yes, we'll go ahead and click next.
[AGENT][NEUTRAL] Right. Now, what
[CUSTOMER][NEGATIVE] I did and it gives me an error.
[AGENT][NEUTRAL] It does. OK, so what we're gonna do is we're gonna take a screenshot of that. We'll take a screenshot of it. And by the way, which email address, if you don't mind my asking, which email address did you use?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]. OK, so, OK, so, um, that is what we have on file. So when we, uh, what whenever we have something like this, we are running into little hiccups like this sometimes it will go through, sometimes it won't. What we have to do is we have to update our files and if you will take a screenshot now we're gonna go back up.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] The very first uh thing where it says creating and logging into your account.
[AGENT][NEUTRAL] There is a uh where it says questions contact us if you would email that screenshot to [PII]. Now the reason that we're doing that is because we're gonna research this and find out what's going on. You're putting in the right information, but for whatever reason, um, our, uh, screen isn't accepting it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And uh we need to figure out what's going on with that. um, so and, and, and we've had this before this isn't uh it it's, you know, we're, we're trying to get everything, all the little bugs uh um worked out and so uh um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We will, we will figure this out so that we can get you online, but we need to have that screenshot in order to research this and see what's going on. It's, it's not, it's just, it's usually just something with our account and we just need to crack a little thing and then we can get through. But um, if you will send that screenshot of the error, you know, where you try to get on to [PII] team at [PII], we will research it and we will see what we can do about getting you online. Now I don't show that you have any uh pending, um.
[AGENT][NEUTRAL] Uh, claims on file.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So that's, that's good and uh if you don't mind doing that, they should, they should contact you within 24 hours and then we can see what we can do about getting this result.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] Now, is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. Have a good day.
[CUSTOMER][NEGATIVE] No thank you.