AccountId: 011433970860
ContactId: e5c8289e-49fe-41b4-ab0a-f5ab00365f43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499750 ms
Total Talk Time (AGENT): 192052 ms
Total Talk Time (CUSTOMER): 156177 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e5c8289e-49fe-41b4-ab0a-f5ab00365f43_20250423T20:27_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm calling because I'm trying to create a new user, um, in the web page, and when I put my information, it say that no user is found with this.
[CUSTOMER][NEUTRAL] Details and I see an employer.
[AGENT][NEUTRAL] OK, so you're the primary insured?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you're are you trying to set up your purse?
[AGENT][NEUTRAL] Personal profile in the portal.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am. OK, I can help you with.
[AGENT][NEUTRAL] That, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK. My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Um, 02611555.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get your information pulled up.
[AGENT][NEUTRAL] OK, and [PII], I will need to verify several things for security purposes. So first off, if you will please uh verify your last name again and spell it for me and then also your date of birth.
[CUSTOMER][NEUTRAL] OK. My last name is [PII] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you does match the one that you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you and
[AGENT][NEUTRAL] Lastly, your email address?
[AGENT][NEUTRAL] That we have on
[CUSTOMER][NEUTRAL] I have to give my work email or my personal email.
[AGENT][NEUTRAL] I'm not sure which one this is.
[CUSTOMER][NEUTRAL] OK. Let's try with my work. Um it's [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. Thank you very much. So, um, that is the email that we have on file and then the last piece of information will be your social, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information. So are you on the portal website at this time?
[AGENT][NEUTRAL] Are you on the website now? OK, so you're gonna, I'm just gonna walk through the steps with you.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So on the very first screen you will select new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're going to select I am an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And click next.
[AGENT][NEUTRAL] Then you will enter your last name, your full social, your zip code, your work email, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The zip code also was correct.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, yes, ma'am. The zip code you gave me was [PII].
[CUSTOMER][NEUTRAL] And that is the one that you have registered.
[AGENT][NEUTRAL] Uh-huh, it is.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] And then your email address will need to be your work email.
[CUSTOMER][NEUTRAL] Um, because sometimes it's larger, so.
[AGENT][NEUTRAL] I'm so I'm so sorry, [PII]. I, what did you say about the zip code?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Oh, that sometimes the zip code is larger, so I have to only put.
[AGENT][NEUTRAL] Oh, yes. No, just use the [PII], right. Just use the [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, so I enter all the information I press next.
[AGENT][NEUTRAL] And click next. Yes, ma'am.
[CUSTOMER][NEUTRAL] Say based on the information you enter an account already exists.
[AGENT][NEUTRAL] And that's just
[AGENT][NEUTRAL] OK, so what I can do then is that it will only allow you to create one profile, so what I can do is I can provide you the user name.
[AGENT][NEUTRAL] And then you could, if you don't remember what you had created your password as you would just do the forgot password to set a new one. So yes, ma'am, you have previously set one up and your um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] User name is all lower case.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would just go back to that first screen.
[CUSTOMER][NEUTRAL] Username [PII].
[AGENT][NEUTRAL] So the words and then they forgot a reset password.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification code, 1 2nd.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Am
[CUSTOMER][NEUTRAL] Oh, new password so.
[CUSTOMER][NEUTRAL] Here I will be.
[CUSTOMER][NEUTRAL] OK, the mint.
[CUSTOMER][NEGATIVE] Um, invalid user name of password.
[CUSTOMER][POSITIVE] OK, that's right.
[AGENT][NEUTRAL] And the OK, you and the password is a minimum of 8 characters in length. You do have to use upper case, lower case lettering, upper and lower case lettering, at least 1 number and one special character.
[CUSTOMER][NEUTRAL] Oh, I, I could say I'm, I log in, I, I could do it.
[AGENT][POSITIVE] Oh, great. OK.
[CUSTOMER][NEUTRAL] So I need to do something else or that's it?
[AGENT][NEUTRAL] No, ma'am, that's it.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a good day.
[AGENT][POSITIVE] Well, you, yes, ma'am. You too. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling AP [PII] and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.