AccountId: 011433970860
ContactId: e2fa91f5-1030-4e10-8763-795e64bfc53e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236050 ms
Total Talk Time (AGENT): 83715 ms
Total Talk Time (CUSTOMER): 124720 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e2fa91f5-1030-4e10-8763-795e64bfc53e_20250314T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I'm trying to go online and create like an account for a new user and for some reason I just cannot get it to come up. I don't know what I'm doing wrong.
[AGENT][NEUTRAL] OK, like you can't get the website to come up or it's giving you an error?
[CUSTOMER][NEGATIVE] No, it gives me an error. It just says no user was found with the information entered. Please try again or contact this number.
[AGENT][POSITIVE] OK. Well, I can definitely help you with the sign on.
[CUSTOMER][NEUTRAL] Because I'm
[CUSTOMER][NEUTRAL] OK, yeah, it's, it says like log in or new user and I clicked on new user and I'm putting the information in and it doesn't recognize me.
[AGENT][NEUTRAL] OK, that usually just means something that you're entering isn't matching what we have here, so I just need to figure out what it is and change it on our end. Um, may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's under [PII], and I do have my, I received my cards in the mail, so I do have my policy number if you need that.
[AGENT][NEUTRAL] Yes, ma'am. May I please have your policy number as well?
[CUSTOMER][NEUTRAL] 025992228
[AGENT][POSITIVE] Thank you. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the um information provided is a verification of benefits, not a guarantee of payment. May I have your date of date of service, I'm sorry, your date of birth, your mailing and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I think they put it under the company email [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then your, your mailing address?
[CUSTOMER][NEUTRAL] And what else did you need?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's the address. Um, so we have the [PII].
[CUSTOMER][NEUTRAL] Um, you have [PII], yeah [PII]. OK, so that's it is the zip code that's not coming up. So just purchased the home.
[AGENT][NEUTRAL] So would you like me to update this app?
[CUSTOMER][NEUTRAL] Can I do it well, no, because it's still not coming up so I'm, I'm putting in 70563.
[CUSTOMER][NEGATIVE] And it's still not working.
[AGENT][NEUTRAL] Would you like me to update the mailing address on file?
[CUSTOMER][NEUTRAL] No, that's OK I'll do it later, but I'm just trying to get logged in right now.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] And and it's still not working.
[AGENT][NEUTRAL] When it asks for the role that best describes you, are you putting I'm an individual?
[CUSTOMER][NEUTRAL] Yes, mhm, the first one.
[AGENT][NEUTRAL] Last name [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I want to ask for the full or the social or the member ID, what number are you putting there?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So your full social goals in that field?
[CUSTOMER][NEUTRAL] OK, let me try that instead.
[CUSTOMER][NEUTRAL] Oh it looks like that's gonna work. OK, so I need to change my zip code and it's in my social. OK, and then I can create my own account. It just says create your account username and password. I guess I create all that. OK, it seems that I'm in and can you file a claim online?
[AGENT][NEUTRAL] Yes, um, once you get into your, um, dashboard, you'll see where it says upload files.
[CUSTOMER][POSITIVE] Mhm. OK, great.
[AGENT][NEUTRAL] And you'll just click on that and it'll take you through the prompts.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That's it at this time. Thank you, bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APO. You're welcome. Bye bye.