AccountId: 011433970860
ContactId: dbafa4d1-1721-4aab-840d-8fc7d3e452b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 727590 ms
Total Talk Time (AGENT): 339023 ms
Total Talk Time (CUSTOMER): 256794 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/dbafa4d1-1721-4aab-840d-8fc7d3e452b9_20250609T22:48_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was having issues signing in registering my, uh, cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you were going on our website. You're trying to create a new account, is that correct?
[CUSTOMER][NEUTRAL] Yeah, they just sent me some more cards here and I was trying to uh register these uh cards. I'm, I'm already registered but they, they sent me some more cards.
[AGENT][NEUTRAL] Sure, OK, so I will.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, OK, so our website, just so that you are aware, um, if you had created an account on our portal before, uh, the website did underwrite a big change, uh, just last week, and so everyone is having to create new accounts, uh, re-register, so you would still go, um, and make the new account.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] What it'd all be the same information.
[CUSTOMER][NEUTRAL] OK, well, can I use my same username and everything, or do I just got to create something new?
[AGENT][NEUTRAL] So that's really going to.
[AGENT][NEUTRAL] So that's really going to be the only difference uh with this uh our new portal is that you wouldn't sign in with the user name you would simply sign in with your email address after you create a new account.
[AGENT][NEUTRAL] You could still create whatever password you'd like, but it would be your email address that you use.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, well, earlier it was saying that my email was wrong, which is the right one. I don't know.
[AGENT][NEUTRAL] Uh, that you would have to uh register, uh, create a new account.
[CUSTOMER][NEUTRAL] So you have to
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With that email and then you would be able to sign in with it. I know I apologize it it is very confusing. I kind of took everybody by surprise.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh not a problem.
[CUSTOMER][POSITIVE] Alright, I'm gonna uh try it right now.
[AGENT][POSITIVE] All righty. If you need any help, let us know. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alrighty, let's see. OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I clicked on create account. Yeah, yeah, she she she's on here still. How are you getting ready to create account where you go. OK, I'm, I'm a.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Get ready to create my uh uh account but it's on this page where it says agency agency a broker or group or insured provider.
[AGENT][NEUTRAL] Um, it, it would be insured, insured. That's going to be what your policy, yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] 286
[CUSTOMER][NEUTRAL] Oh wait, date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have to put maybe I have to put a dash yeah now my social security number. Do I gotta put that should be uh between my numbers.
[AGENT][NEUTRAL] No. No, no dashes. No, sir.
[CUSTOMER][NEUTRAL] Oh I see.
[AGENT][NEUTRAL] Yeah, just the digits.
[CUSTOMER][NEUTRAL] She was saying no, you don't have to do that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, yeah.
[CUSTOMER][NEUTRAL] [PII], yeah. [PII], OK.
[CUSTOMER][NEUTRAL] What's your email address [PII].
[CUSTOMER][NEGATIVE] It, it uh it uh, I keep saying error.
[AGENT][NEUTRAL] OK, um, so the information that you entered does have to match what we have in our system so if you'd like I can go ahead and get that pull up pulled up and just verify that all of that is correct.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Sure, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK and then can I go ahead and get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I can also start using your social if that's easier.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The policy number, uh, from my, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, which card because I got two cards here.
[CUSTOMER][NEUTRAL] Is it from the uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Alright, uh, got it.
[AGENT][NEUTRAL] It would say APL or American Public Life.
[CUSTOMER][NEUTRAL] No it's. Oh.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then, uh, really just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Awesome thank you for verifying all of that. OK, so all of this information that we just verified uh is going to be what you would enter in those fields. Is this the same email address that you were entering to create the account?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I do
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So do you have it, uh, large caps or small caps or do I have to put it in a certain way or?
[AGENT][NEUTRAL] Um, no, no, no, so the email address, it can be put in, um, lower case is perfectly fine that part it's not case sensitive, um, let me see, give me just a moment. I'm going to pull this up, um.
[AGENT][NEUTRAL] Kind to see if I can't do it along with you.
[AGENT][NEUTRAL] And I also have uh let me verify as well, are you using um.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] A desktop or a laptop computer or are you using a uh mobile device?
[CUSTOMER][NEUTRAL] Uh uh uh uh uh.
[CUSTOMER][NEUTRAL] Desktop computer.
[AGENT][NEUTRAL] You are using a desktop? OK, awesome. uh, the reason I ask is that uh the website really does not have that much support for mobile devices, um, so it does work a lot better on a desktop or laptop computer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, alrighty, bear with me just a moment. I'm going to go ahead and try on my end uh to enter this information into the system, uh, to see if it will let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have to say that I don't know. They said that I, I can use the same 10, no just the hard drive, but then like.
[CUSTOMER][NEUTRAL] Email, but
[AGENT][NEUTRAL] OK, and then also [PII] just gonna verify your um social security number that we've got for you uh let me know when you're ready and I'll verify what we've got and you tell me if it's correct.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so I've got it as [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, OK, awesome, that's all one of those things we gotta check.
[AGENT][NEUTRAL] All right, give me just a moment.
[CUSTOMER][NEUTRAL] It's just a second.
[CUSTOMER][NEUTRAL] But they said he had to put it in.
[CUSTOMER][NEUTRAL] Yeah something something that's why they got it they're the same. It's why they got again.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The truth is that
[AGENT][NEUTRAL] I'm wondering if there might be a hiccup because we've got you in here as [PII] and what I'm wondering is if the junior part might be counted as part of the last name I know that sounds funny um but I I think that might be the, the hiccup here so give me just a minute let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Maybe I could do.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah I might go ahead in this.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] That was it. Oh my goodness. OK, so.
[CUSTOMER][NEUTRAL] Oh, but we think.
[AGENT][NEUTRAL] I am so sorry. So, OK, in the um the.
[CUSTOMER][NEGATIVE] We can't get it from here.
[AGENT][NEUTRAL] OK, so whenever you go to put there's not a period or anything. I had to do it exactly how it was here so everything else worked perfectly your social, your email, zip code, the last name you would put in Hill space JR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, do we have to be in big cap or it's a lower case.
[AGENT][NEUTRAL] Um, I, I only capitalize, I just capitalized the H and the J. I left everything else lower case, but again, no, no period. There's no punctuation or anything, it's just the letters.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Cataly the day.
[CUSTOMER][NEUTRAL] Capitalize the JR just a J.
[AGENT][NEUTRAL] That's just what I just capitalize the J. I mean, I don't, it might work without it. That's just what I did.
[CUSTOMER][NEUTRAL] No, thank, thank.
[CUSTOMER][NEUTRAL] Alright, hold on, yeah, right, right. Right and see.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] Did it? Oh my gosh, I'm so sorry. That was, I'm glad we figured it out because that's, I was just taking a look at it and I was like, you know, everything else is working just fine. Oh my goodness. Well, I'm so sorry for all the confusion, you know, but I'm sure glad we got it going, um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And of course you know you can make your uh password whatever you'd like you're just gonna sign in with that email address and it will ask you for um it will send a verification code to that email um when you go to log in you'll just enter that and then you'll have everything there well was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, but that's it.
[AGENT][POSITIVE] All right, well I'm sure glad we got that for you absolutely right y'all have a good night, thank you.
[CUSTOMER][POSITIVE] But I thank you for everything though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. All righty. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Is he so.