AccountId: 011433970860
ContactId: ee65fd44-da05-4d16-b1a0-fbcdb582b17f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545030 ms
Total Talk Time (AGENT): 178415 ms
Total Talk Time (CUSTOMER): 144381 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ee65fd44-da05-4d16-b1a0-fbcdb582b17f_20250507T15:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, yeah, um.
[CUSTOMER][NEGATIVE] I cannot log in in my, uh, I mean, I, I go to your website but I cannot log in. It keeps saying that there's no this person in file so I just want to know because I received a copy from you guys already, but it's I cannot log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, OK, so uh when you go to create an account, the information that you enter does have to match what we have in our system so we can go through and verify that all of that is correct, um, what was your name please?
[CUSTOMER][NEUTRAL] Uh last name is [PII] First name is [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 02611807.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then now just gonna verify some information. Uh, 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] Uh [PII], uh city is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you uh looks like it is an [PII] account.
[CUSTOMER][NEUTRAL] OK, yeah. [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that, [PII]. So is this the information that you entered when you want to create the account including this email?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's what I did.
[AGENT][NEUTRAL] OK, so the spot where it asks for a member ID or your social, um, I will say your policy number is different than a member ID. This policy does not have a member ID, so it would have to be your social, um, were you doing that or were you in your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that oh yeah that's a lot of it is uh pretty confusing that's usually where a lot of people have issues. um, why don't you go are you able to give that a try while we're on the phone?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so let's see, uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Secure and.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I will count myself as a new user, right?
[AGENT][NEUTRAL] That's correct new user and then you would select that top option uh that it's you're an individual.
[CUSTOMER][NEUTRAL] Individual, yeah, that's what I did.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, so the last thing I put on hold is the last name or put in my social.
[AGENT][NEUTRAL] Um, so for your last name you would put your, uh, a hoe and then uh the spot where it says member ID or social, that's where you would enter in your full social, uh, with no dashes.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] OK, so the zip code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] No, I said no user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, so let's go ahead and uh just for good measure I'm going to make sure that I have the correct social security number for you. I have that as.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Yeah, that's right.
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] OK, it's [PII], right?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] That's gonna be the problem. I don't think we do not have a 0 in the front. OK, I'm so sorry about that. That's what I was right, OK, let me go ahead and get that uh changed.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Yeah, then that could be.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the full social is supposed to be [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], go ahead and give that another shot um just to make sure again uh that you are using this uh same email address that we have on file, right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, yeah, no problem. OK.
[AGENT][NEUTRAL] So you are using that you are entering the AOL account, is that right?
[CUSTOMER][POSITIVE] Yeah, that's right, that's right.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][NEUTRAL] Yeah, it comes up, comes up, yeah, it actually me to create an account.
[AGENT][POSITIVE] Oh goodness.
[AGENT][POSITIVE] Awesome, OK, I am so sorry about that, uh, but I'm glad we were able to get that figured out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. OK.
[AGENT][NEUTRAL] Is there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it, that's it. I was wondering why I can't log in. I can't log in. Yeah, OK, I got it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I know well, and that's the thing sometimes, you know, mistakes happen, but I'm glad we were able to get that fixed.
[CUSTOMER][NEUTRAL] OK, it's fine this time.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, thanks for giving us a call [PII] have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, thank you, man. Yeah, bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.