AccountId: 011433970860
ContactId: edc53009-fa91-4907-ae0c-d6a34d0f85d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203220 ms
Total Talk Time (AGENT): 117613 ms
Total Talk Time (CUSTOMER): 50036 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/edc53009-fa91-4907-ae0c-d6a34d0f85d0_20250609T17:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey [PII], I have a new APL policy and I'm trying to create an account online and it's telling me that it can't be found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, so.
[CUSTOMER][NEUTRAL] So not sure what I'm doing wrong here.
[AGENT][NEUTRAL] No worries. OK, so this um this is for your individual policy correct?
[CUSTOMER][NEUTRAL] It's through my employer, but yes.
[AGENT][NEUTRAL] Right, right, OK, but it is for you, um, OK, so the information that you enter does have to match what we have in our system so we can go through all of that just make sure that that's correct, um, what was your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02620945.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information, um, [PII], 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].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So is it a [PII]?
[AGENT][NEUTRAL] Yes, that's it. um, now is that the information that you're entering when going to create your account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you use that same email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I will say another um common uh issue is the spot where it asks for a, um, your social or a member ID. Are you putting in your social or are you putting in your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was putting in my social.
[AGENT][NEUTRAL] Perfect, yes, OK, so let's go ahead and verify that what we have there is correct so I have that as [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, give me just a moment here.
[AGENT][NEUTRAL] All right, um, just for good measure as well I am going to.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Verify the spelling of your last name um we have it as [PII].
[CUSTOMER][NEUTRAL] It looks like it's letting me in now.
[AGENT][POSITIVE] Oh OK you know what's really funny that seems to happen um sometimes you just need to call us I guess.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] The website did undergo quite a big change. It did go, um, they changed quite a bit, uh, last week, so you know there's bound to be some little kinks and bugs going on there, but um, OK, so it's letting you proceed forward.
[CUSTOMER][NEUTRAL] Yeah, I, it's so weird.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome, OK, well, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.