AccountId: 011433970860
ContactId: e0923607-46e3-4e74-bc1d-672d4b738c6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716200 ms
Total Talk Time (AGENT): 263142 ms
Total Talk Time (CUSTOMER): 249989 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e0923607-46e3-4e74-bc1d-672d4b738c6c_20250203T22:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I'm trying to set up my online account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And it and it keeps giving me an error no user was found with this information that was entered. Please try again.
[AGENT][NEUTRAL] OK, I can help you with the online.
[CUSTOMER][NEGATIVE] If this ever per call customer care.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Yes ma'am, I can help you with the online service center. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My number is [PII].
[AGENT][NEUTRAL] 6, OK, I'm sorry, [PII] and what was the last four digits?
[CUSTOMER][NEUTRAL] Oh no, that's not my number. I, I gave you somebody else's number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] OK, the one they gave me today because I had an old one, I, they gave me 1973189.
[AGENT][NEUTRAL] OK, let me pull in your policy real quick, Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need for you to verify your address, your phone number, and your email address, please.
[CUSTOMER][NEUTRAL] Well, I gave you the phone number did I [PII] is the phone number, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] Uh, email address you said I gave them today [PII].
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got
[AGENT][NEUTRAL] Your email address is [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm I turn up [PII] mhm.
[AGENT][NEUTRAL] OK, I thought you, I thought you had one other number I might have missed. I wanted to make sure I had it correct because everything that we have, right, everything that we have.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] On your policy has to match exactly what's in the online service center for everything to work correctly and pull you so I have to make sure that that is correct and I did notice that your phone number was not on in there so that can throw you off too so I'm adding your phone number in there real quick.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, but it doesn't ask me for my phone number. I'm signing up and all it asks me for my last name.
[CUSTOMER][NEUTRAL] It says your social security number.
[CUSTOMER][NEUTRAL] Or it's a social security number or member ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] I put in my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I put in my social.
[CUSTOMER][NEUTRAL] And let me check again [PII].
[AGENT][NEUTRAL] Wait, let me update your phone number real quick.
[AGENT][NEGATIVE] Or it's gonna give you another error message.
[CUSTOMER][NEUTRAL] 38.
[CUSTOMER][NEUTRAL] But there's no phone number in there. It doesn't ask me for a phone number, so I'm not putting in any.
[AGENT][NEUTRAL] Yes, that's.
[AGENT][NEUTRAL] Yes ma'am, it, it still has to be in on our side for everything to pull in correctly.
[AGENT][NEUTRAL] Let me go back to it and make sure that it's stuck.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK 1973189 is your policy.
[CUSTOMER][NEUTRAL] You asked for it's uh it it says uh social security number or member ID. I use my social because I don't know the member ID.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] But I did. I think that's the policy number. I don't know. OK. I'm gonna try now. I'm gonna click it again. Don't click it again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah try now because I did put in yes go ahead and try now I did put in your phone number.
[CUSTOMER][NEUTRAL] No, you
[CUSTOMER][NEGATIVE] No user what's on the same oops, there seems to be a problem, the same error I've been getting from yesterday.
[AGENT][NEUTRAL] Did you get completely out of it back in again after I updated your phone number?
[CUSTOMER][NEUTRAL] No, I didn't. I just pressed them, but I can do it because, OK.
[AGENT][NEUTRAL] OK and I'm gonna pull it in and you gave me an apartment number. What was that apartment number again? Because that's not in on our side either.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 109. OK, let me add that in also because we have to have that in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm gonna go into the online service center and see what it's saying on my side too.
[CUSTOMER][NEUTRAL] You can do that.
[CUSTOMER][NEUTRAL] It shouldn't be this hard.
[CUSTOMER][NEUTRAL] Alright, the only thing I didn't do, let me do it. I didn't put any dashes. Let's see if that's what's the problem is that one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it letting you in now?
[CUSTOMER][NEUTRAL] I'm still talking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] We have your zip code as [PII].
[CUSTOMER][NEUTRAL] No, [PII]. I don't know [PII]. I don't even know where that is.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what is the zip code [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me try that.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK. I've also updated that so you can try again too.
[CUSTOMER][NEGATIVE] Mm mm, it keeps giving me the same error.
[CUSTOMER][NEGATIVE] It's not working.
[AGENT][NEUTRAL] OK, let me look one more time and let's verify your social security number. Can you give that to me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ah, there's a problem.
[AGENT][NEUTRAL] We have your social security number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know where we're getting all of this from.
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Yeah, that's not mine. It's [PII], and I gave the lady today.
[AGENT][NEUTRAL] Mhm. OK, [PII]. Let me see if I can change it for you. If I can't, then we're gonna have to put in a request to have that changed for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I don't even know where they get this information from.
[AGENT][NEUTRAL] And then let me change it here.
[AGENT][NEUTRAL] OK, I just wanna repeat it, make sure I have it correctly.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Same error.
[AGENT][POSITIVE] I'm still updating it just real quick. It takes just a minute.
[AGENT][POSITIVE] OK, now try it. Get, get all the way out and try it again.
[CUSTOMER][NEUTRAL] OK, new user.
[CUSTOMER][NEUTRAL] I'm an individual, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII] and I have the spaces between it. Do I need those?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] No, ma'am. I, I don't believe you need to have the spaces. I think you could just put in the number.
[CUSTOMER][NEGATIVE] So you want me to delete out this faces?
[AGENT][NEUTRAL] It'll tell you.
[AGENT][NEUTRAL] Yeah, you can delete the spaces and just put in the number and see what it does for you that way.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 1010.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I have the top in the spaces.
[CUSTOMER][NEUTRAL] 592-7154389
[CUSTOMER][NEUTRAL] It finally went through.
[AGENT][POSITIVE] Yay, that's what it was. I just.
[CUSTOMER][NEUTRAL] Create a username.
[AGENT][NEUTRAL] Yes ma'am I just needed to um update your social security number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Had [PII] instead of [PII], so I have fixed that for you and you should be able to go ahead and do your username and password now.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] I make it
[CUSTOMER][NEUTRAL] Yeah, that, that's it.
[AGENT][NEUTRAL] Is there anything else, Ms. [PII]?
[AGENT][POSITIVE] OK, all right, well, I'm glad we were able to fix you up and you can get in there now.
[CUSTOMER][NEUTRAL] No, that was that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You have a blessed night and thanks for calling ATL Ms. [PII].
[CUSTOMER][POSITIVE] Not a problem thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My I know.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Username.