AccountId: 011433970860
ContactId: ee811899-3403-4053-90fa-f440d6bd2285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 560200 ms
Total Talk Time (AGENT): 165845 ms
Total Talk Time (CUSTOMER): 281782 ms
Interruptions: 16
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ee811899-3403-4053-90fa-f440d6bd2285_20250529T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi thank you for calling ATO. This is.
[CUSTOMER][NEUTRAL] Well, I am trying to set up an account for online service center.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And I get my information in and it says there's no user.
[CUSTOMER][NEUTRAL] With this information.
[AGENT][NEUTRAL] OK, I can help you with your online service center. Can I please get your name and your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK, I can help you with. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Uh my name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I am not 100% sure, but I'm just looking at some notes. Um, let's try 02589958.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that sounds good. So let me go ahead and pull that up real quick.
[CUSTOMER][POSITIVE] That sounds good. So I can do that.
[AGENT][NEUTRAL] OK, Miss [PII].
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Can you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Your my email address is [PII].
[CUSTOMER][NEUTRAL] And you should have [PII] unless you need to text me then it would be [PII].
[AGENT][NEUTRAL] OK, let's update that phone number to the one that you wanted. I had the.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] I, I want [PII]. That is the the number that you can contact me on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got it. Let me update this because we had the, the other phone number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Well, a lot of times you have to put a mobile number in order to get into your fucking computer system or something stupid like that, but I don't give out my cell number, so just leave it the way that it is.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I've already updated to the number that you gave me [PII].
[CUSTOMER][NEGATIVE] Because it whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at your policy and make sure everything is on there.
[CUSTOMER][NEUTRAL] look at your policy.
[AGENT][NEUTRAL] Because everything that we have in the policy has to match exactly, otherwise it'll kick you out of the online service center.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, that's why I said don't change it because it was there for a reason.
[AGENT][NEUTRAL] You told me that you wanted it to be the [PII]?
[CUSTOMER][NEUTRAL] You told me what you want.
[CUSTOMER][MIXED] Exactly, but you, it was already there with a different number and so I said don't change it, but don't worry about it it's probably all messed up already.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I've got the um information all updated. Would you please get out of the online center service center completely and try to go back in? Are you a new user?
[CUSTOMER][NEUTRAL] I've got the um information all updated.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEGATIVE] Clicked new user and it says I don't exist, so I'm not officially logged in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can you get all the way out of it and then try to get back in?
[CUSTOMER][NEUTRAL] Can you get all the way out.
[AGENT][NEUTRAL] And sign up as a new user?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That's what I did, sweetheart and the other thing that's really annoying if I sign up today, then do I also have to sign up tomorrow when your system changes?
[AGENT][NEUTRAL] Yes, ma'am. You'll have to change it to your um.
[CUSTOMER][NEGATIVE] Oh that's so annoying.
[AGENT][NEUTRAL] Email address it'll go to email address instead.
[CUSTOMER][NEUTRAL] Whatever.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Right, instead of using a username, we're upgrading the online service center that we've had for many years.
[CUSTOMER][NEUTRAL] Instead of what?
[AGENT][NEUTRAL] Uh, and tomorrow it should go into effect and when you sign up you're gonna use your email address rather than choosing a username and password.
[CUSTOMER][NEUTRAL] Well, I'm using my user name my email address is my username anyway so it shouldn't matter.
[CUSTOMER][NEUTRAL] But anyways, forget that I'm at new user or log in what best describes you an individual with the policy next.
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Email, date of birth, next.
[CUSTOMER][NEUTRAL] Oops, there seems to be a problem. Call you option 4. What do you recommend?
[AGENT][NEUTRAL] OK. Let me make sure all of our information is correct. Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK let me.
[CUSTOMER][NEUTRAL] [PII] we already did that.
[AGENT][NEUTRAL] Thank you. And then can you verify your social for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get that corrected it was one digit off, so let me fix that for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] That's probably gonna be our problem.
[CUSTOMER][NEUTRAL] Can you read it back to me?
[AGENT][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][POSITIVE] Yes ma'am, it is [PII] Correct.
[AGENT][NEUTRAL] OK, it's gonna be just a second while I update this.
[AGENT][NEUTRAL] OK, try now and see if he'll let you in since we've updated that social.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] that
[CUSTOMER][POSITIVE] Yes it did.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Confirm.
[CUSTOMER][POSITIVE] Email email primary phone text message phone OK this is good enough that I ask.
[CUSTOMER][NEUTRAL] What does this say 11 symbol in my password.
[CUSTOMER][NEUTRAL] Now it says.
[CUSTOMER][NEGATIVE] And are a valid user name it won't let me use my email.
[AGENT][NEUTRAL] No ma'am, it won't today that's going to be when the new online service center is up and running tomorrow.
[CUSTOMER][NEGATIVE] No ma'am I want it to be today. I don't want it to be tomorrow. You were asking for information. You owe me money. I'd like to get my money as soon as possible. I can't get into your stupid system.
[AGENT][NEUTRAL] You may wanna wait until tomorrow then because it's not gonna let you use an email address today.
[CUSTOMER][NEUTRAL] You may wanna wait until tomorrow then.
[CUSTOMER][NEGATIVE] Because it's not gonna.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, thanks for help.