AccountId: 011433970860
ContactId: dd6b047c-8427-4812-a9ab-e0574eb51b8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476170 ms
Total Talk Time (AGENT): 159654 ms
Total Talk Time (CUSTOMER): 161568 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/dd6b047c-8427-4812-a9ab-e0574eb51b8d_20250613T15:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I have APL insurance, but I haven't logged on in a while. I'm trying to log on right now and it's not saying I, I can find my account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, sir. You have to set up a new account. They had recently updated our online service center, so you would have to create a new account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, I tried to do that but it won't let me create it because I can't confirm either of my emails and because of that it won't let me create a new account.
[AGENT][NEUTRAL] OK, uh, what is your name and policy number, please, and I can verify your information.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm honestly not sure about my policy number. Is there another way we could look it up?
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] Let's see and what is your social please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment and Mr. [PII] verify your date of birth, mailing address and the email address for me.
[CUSTOMER][NEUTRAL] Yeah, date of birth is uh [PII].
[CUSTOMER][NEUTRAL] Mailing address I believe it should be under [PII], and the zip code [PII].
[CUSTOMER][NEUTRAL] Um, and what was that last thing?
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] Uh, email address should be [PII].
[AGENT][NEUTRAL] OK, I'm thinking that's the reason why because we have a different address in the system and a different email.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] So what is the correct mailing address and I change it. Go ahead.
[CUSTOMER][NEUTRAL] OK. I tried.
[CUSTOMER][NEGATIVE] Well, I also tried my work email, which is [PII]. That didn't work either. Um.
[AGENT][NEUTRAL] Yeah, but we have a different address and that could be the issue because it's in a showing a [PII] address.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK. Is it [PII] or is it [PII], um.
[CUSTOMER][NEUTRAL] What is it? [PII].
[AGENT][NEUTRAL] Yes. Yes, sir. The [PII] address.
[CUSTOMER][NEUTRAL] OK, that's my company's address.
[AGENT][NEUTRAL] Uh, uh, what's your, what's your home address and I can change that real quick.
[CUSTOMER][NEUTRAL] Uh, my home address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] What's [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I spelled [PII]?
[CUSTOMER][POSITIVE] [PII] Yeah, that's correct.
[AGENT][NEUTRAL] OK, and do you want to keep the email address we have in the system of your work email or do you want to change that?
[CUSTOMER][NEUTRAL] That's, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me one moment, let me change your address real quick hopefully that should help with the log in. Give me one moment.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] [PII] um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Run forward.
[AGENT][NEUTRAL] I see [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I just changed your address and see if that works. If not, then we'll figure out something else.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it still giving you an error?
[CUSTOMER][NEGATIVE] Yeah, it's still giving me an error.
[AGENT][NEUTRAL] Mm let me see give me one moment.
[AGENT][NEUTRAL] And you're selecting create new account and then select an insured.
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK. And what
[CUSTOMER][NEUTRAL] It lets me get through the first page and then goes to the 2nd page and then it's just I verify my email because I put in my email, I put in my new passcode, I put in my name.
[CUSTOMER][NEGATIVE] And and then I click continue and it says email not verified so I verify my email and then they send me a code and nothing happens after I put in the code it still says not verified.
[AGENT][NEUTRAL] So when you put in the verification code, it's still giving you an error message?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I try it again, but.
[AGENT][NEUTRAL] And on that same page does it show where you can enter a password and then confirm the password?
[CUSTOMER][NEUTRAL] Yeah, it says new password confirm new password given name.
[CUSTOMER][NEUTRAL] Which I, yeah, that's for given name and surname.
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] Yeah, you can disregards the given name and all that stuff just uh the password confirm the password and enter that uh verification code and then verify that verification code they should let you, it should be complete by the end.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh nice.
[CUSTOMER][POSITIVE] Yeah, I think it works.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Awesome, yeah, no, I'm in my account now. I appreciate the help.
[AGENT][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] Yes sir and I just wanna let you know each time you log in it's gonna ask for that it's gonna send a verification code to uh log in.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, is there anything else, Mr. [PII], I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. I appreciate the help.
[AGENT][POSITIVE] Oh, you're welcome and thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a good one bye.
[AGENT][NEUTRAL] You too, bye.