AccountId: 011433970860
ContactId: d814bef7-296d-4e47-a820-0921ea196431
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 830729 ms
Total Talk Time (AGENT): 218362 ms
Total Talk Time (CUSTOMER): 170875 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d814bef7-296d-4e47-a820-0921ea196431_20250613T14:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I've been trying to, I've been trying to, uh, set up a new account for the last 22 weeks and I get to the same point, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can try to assist you with that. And your name is?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEGATIVE] I ain't got
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] I don't even got that with me so.
[AGENT][NEUTRAL] Uh, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] You say your name is uh [PII]?
[CUSTOMER][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] Because every time I get to the second step, I, I can't go in slow.
[AGENT][NEUTRAL] OK, and.
[CUSTOMER][NEGATIVE] And uh they they did talk to IT and call me back, but that didn't happen.
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK. And what
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm sorry. I think there's a delay in my phone. I apologize. You said [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see. I wonder, are you a junior? Because I'm wondering if that could be an issue.
[CUSTOMER][NEUTRAL] Yeah, I'm a junior.
[AGENT][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] I cra they came out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Cause the land lady said she was gonna turn it into IT, but that's, that's been over a week.
[AGENT][POSITIVE] Oh, I'm so sorry. Uh, give me one moment I'm trying to see if I can help you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] This computer just don't wanna work with me, give me one moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I see. Well, I just try and let me go um to the next step, so I'm wondering, um.
[AGENT][NEUTRAL] If it could have been in your name, it just.
[AGENT][NEUTRAL] If you do [PII] and then [PII] or [PII] and then see if that works.
[CUSTOMER][NEUTRAL] I just did it.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I didn't put the social in, took it out, zip code, put it in, took it out that that's what the lady told me to do that. We don't one of them work.
[AGENT][NEUTRAL] And you use your email address, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said mhm or uh uh.
[CUSTOMER][POSITIVE] Um, yes, it is correct.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Trying to think of another way.
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you remember who you spoke to?
[CUSTOMER][NEUTRAL] I don't, I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the weird thing is I just uh put in all your information and it went through and use insured, like when you sign on you selected insured.
[CUSTOMER][NEUTRAL] But if you're gonna
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now they did [PII] social zip code, email address, and date of birth and it was um allow me to go to the next step. So once you've entered all that you received the error message or did it tell you that you can complete to go into the next stage?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I receive an error
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And let me see what I can do because like I said, I just put in your information and went on to the next step so I'm not sure what's going on.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me try something.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me let me try something.
[CUSTOMER][NEUTRAL] Um, we wanna go to.
[CUSTOMER][NEUTRAL] Life is I go to.
[CUSTOMER][NEUTRAL] Alright, let me go with this.
[AGENT][NEUTRAL] Is it still giving you an error message?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Let me, let me try something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I've noticed my password.
[AGENT][NEUTRAL] So did it let you go to the next step where it send you a verification code?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] So we can
[CUSTOMER][NEUTRAL] I'm trying to use it though.
[CUSTOMER][NEUTRAL] Oh, I'm trying to use another Google account.
[AGENT][NEUTRAL] A Google account. Oh, another browser?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I'm trying to do.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't know what.
[CUSTOMER][NEUTRAL] Going on with this thing.
[AGENT][NEUTRAL] I sure why it's not going through.
[CUSTOMER][NEUTRAL] So you got in and I didn't.
[AGENT][NEUTRAL] You're still not able to get in?
[AGENT][NEGATIVE] Uh stinks.
[CUSTOMER][NEUTRAL] So I'll tell you another account.
[AGENT][NEUTRAL] What browser are you using? Like Chrome or Edge?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, I'm trying to use uh.
[CUSTOMER][POSITIVE] But I was always able to sign in with that one.
[AGENT][NEGATIVE] It should be fine with Chrome because uh what is this I'm using Chrome.
[AGENT][NEUTRAL] What is this age um it's.
[CUSTOMER][NEUTRAL] Yeah but
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because I have 2 Google accounts.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm like you damn poodle.
[CUSTOMER][NEUTRAL] Because I noticed my password.
[CUSTOMER][NEUTRAL] I might have to, I might have to try at home.
[CUSTOMER][NEGATIVE] But I think about it, I can't stand it at home.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So maybe I can open up the account at home.
[AGENT][NEUTRAL] Hopefully, cause um it's weird that I was able to do it and go, it went into the next step, but I don't know if I'm allowed to.
[AGENT][NEUTRAL] Kind of complete and then.
[AGENT][NEUTRAL] Have it send you a verification code, but
[AGENT][NEUTRAL] Then you wouldn't be able to verify the code since you can't go to the next step on your computers, so I'm not sure.
[CUSTOMER][NEUTRAL] Mhm, I understand.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] I see that yeah.
[CUSTOMER][NEUTRAL] Mm, I don't know, it might be this computer. I don't know.
[AGENT][NEGATIVE] Uh, I hate to say it could be, um.
[AGENT][NEUTRAL] Because all the information we have is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll say if you can.
[CUSTOMER][NEUTRAL] That might be what I have.
[AGENT][NEUTRAL] Try again. If it doesn't, then uh give us a call back and we can go ahead and try to, try to figure out uh what else we can do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm so sorry, Mr. [PII].
[CUSTOMER][NEUTRAL] I do that.
[CUSTOMER][POSITIVE] Alright, you're all right.
[AGENT][NEUTRAL] OK. Um, well, is there anything else I can assist you with besides this?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] Oh no, it's just I, I, I'll try to forgive that.
[CUSTOMER][NEUTRAL] Yeah, because that's the only.
[CUSTOMER][NEUTRAL] When I you to sign in with, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I'll try, I'll try a different way. This thing gonna let me sign into my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I, I at home, OK.
[CUSTOMER][POSITIVE] Alright thanks so much.
[AGENT][POSITIVE] Uh, yes, sir. Thank you so much for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm