AccountId: 011433970860
ContactId: da124787-3355-4ebe-8ba4-fc088ad20acb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277500 ms
Total Talk Time (AGENT): 103517 ms
Total Talk Time (CUSTOMER): 99516 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/da124787-3355-4ebe-8ba4-fc088ad20acb_20250409T21:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, I'm trying to set up my, uh, uh, online account with APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I can't.
[AGENT][NEUTRAL] Is it giving you an error that it can't be found or what does it say?
[CUSTOMER][NEGATIVE] Yeah, it says that no user was found with the information that was entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I can help you with that. Um, usually that just means something we're entering isn't matching what's on file, so I just have to find that and fix it for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] All right. So my name is [PII]
[CUSTOMER][NEUTRAL] And this is my, my work phone. I mean, you can uh call me back at this number.
[CUSTOMER][NEUTRAL] Do you need the last name?
[AGENT][NEUTRAL] Well, I need the phone number and then your policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, my policy number is 0261.
[CUSTOMER][NEUTRAL] 0045.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] All right. My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the mailing address?
[CUSTOMER][NEUTRAL] And my email, yeah, my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is that the email address that you're entering when you're signing up?
[CUSTOMER][NEUTRAL] Yes, that one.
[AGENT][NEUTRAL] OK, so hold on one moment because we didn't have an email address on file, so that could be giving you the error. So I just added that and then can you verify your mailing address on file?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, my mailing address should be
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII], ZIP code [PII].
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so, um, if you would go to
[AGENT][NEUTRAL] On your screen, um, where it says sign in and sign up, um, basically click the cancel button and let's start over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Uh, should I enter as a new user?
[AGENT][NEUTRAL] Yes, new user and I'm an individual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then on step 2, you'll enter, so the last name that we have on file is [PII].
[CUSTOMER][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then your full social there, your zip code, the email address, and the date of birth.
[AGENT][NEUTRAL] And we're trying to get to the create a username and password. If you get there, then we're fine.
[CUSTOMER][NEUTRAL] All right, now it let me in.
[AGENT][NEUTRAL] It's asking you to create a username and password.
[CUSTOMER][NEUTRAL] Yeah, it's, yeah, it's just letting me uh creating the username and alright, so do I need anything else?
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] After you follow um the prompts and it's going to ask you for your cell number and then it's going to send you like a verification and then once that's completed, you'll have access to the online service center.
[CUSTOMER][POSITIVE] OK. All right. So thanks so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, nope.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.