AccountId: 011433970860
ContactId: d7740c8c-5f6b-4000-ba1e-9fda39cb3253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290019 ms
Total Talk Time (AGENT): 161307 ms
Total Talk Time (CUSTOMER): 120486 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d7740c8c-5f6b-4000-ba1e-9fda39cb3253_20250317T18:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and um I was trying to create an online account so that I could see what claims may have been um processed and it's not letting me. It's telling me that my social security number, my name, my date of birth don't match what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Is in the system which I don't understand how.
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Yes, 02169006.
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and what is a good call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you very much. Um, all right, I was able to pull up your policy and can we verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] you said?
[CUSTOMER][NEUTRAL] Mhm, yes, [PII].
[AGENT][NEUTRAL] All right. I do have here that.
[AGENT][NEUTRAL] Um, the date of birth and address are correct. Um, do you mind if we verify your social security number as well?
[CUSTOMER][NEUTRAL] Do I have to give you all digits or can I give you the last 4?
[AGENT][NEUTRAL] Um, since you should be using your social security number to um access the online service center, yeah, I would say yes, we will have to verify it that we don't have any other digits. Mhm.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Um, all right. I do have it correct.
[AGENT][NEUTRAL] And allow me just a second to access the online service center and see what what what might be the issue.
[CUSTOMER][NEGATIVE] I was just trying to create a new account and it said it couldn't verify the information, which doesn't make any sense.
[AGENT][NEUTRAL] Yes, um, sometimes.
[AGENT][NEUTRAL] Yes, sometimes, um, um, just a second so I can pull up the online service center and uh we can go by there and check.
[AGENT][NEUTRAL] Because sometimes the email um that is being used um is let's say the employers, the one that they provide to us like the one that the company usually gives to the employee in.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, uh yep.
[AGENT][NEGATIVE] And sometimes the person is trying to use a personal email and that's what causes an error sometimes.
[CUSTOMER][NEUTRAL] I tried my personal and I tried my organization and neither worked but we did change we did change our the way our emails were.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Set up it used to be our first name and our last initial and then we went to our last name dot our first name, so maybe that has something to do with it.
[AGENT][NEUTRAL] OK, yes, um, do you mind verifying that email for you? Because probably that is what it is.
[CUSTOMER][NEUTRAL] Well, the, the, the new email address is [PII]. Our previous email address would have been [PII].
[AGENT][NEUTRAL] OK, we, I have here, um.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, that's my that's my [PII]. That's my personal email.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEGATIVE] OK, well I tried that one and it didn't let me in and I tried my work one and it didn't let me in.
[AGENT][NEUTRAL] OK, I see that there is already an active um account. Would you like me to provide a username?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, if you could that would be fantastic, yes.
[AGENT][NEUTRAL] All right. And also, are you, OK, the phone number provided, is it a cell phone number?
[CUSTOMER][NEUTRAL] Yes, it is a phone it is a cell phone.
[AGENT][NEUTRAL] Alright, um, the username is [PII].
[AGENT][NEUTRAL] [PII], all lowercase.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there should be an option where you can um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Forgot password.
[AGENT][NEUTRAL] Yes, forgot password and it will send you either um a verification code to that email that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, perfect.
[AGENT][NEUTRAL] Or the phone number. Mhm.
[CUSTOMER][NEUTRAL] So I guess that's what it didn't like because I was trying to create a new account, OK.
[AGENT][NEUTRAL] Yes. Yes, it is.
[CUSTOMER][POSITIVE] All right thank thank you very much I appreciate it have a good day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.