AccountId: 011433970860
ContactId: f19238f8-1156-4948-9e02-1fa3461d90ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183889 ms
Total Talk Time (AGENT): 47024 ms
Total Talk Time (CUSTOMER): 79169 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f19238f8-1156-4948-9e02-1fa3461d90ba_20250409T19:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm trying to sign in for the first time on to your website, um, as a new user as a new user, and I'm having uh some difficulty doing it. All I'm really trying to do is to get my, uh, perhaps on there to be able to print my ID cards if that's possible, but, um, I'm not sure why I'm not able to sign in or or log in as a new user.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do not, um, I have my social security number. Would that help?
[AGENT][NEUTRAL] OK. Yep, that will. What is that?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me get your account pulled up.
[AGENT][NEUTRAL] OK. And what is your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I just need to verify a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Uh, my personal email is uh [PII].
[CUSTOMER][NEUTRAL] If that's not what you show that you might show my business email address and I'd be happy to.
[CUSTOMER][NEUTRAL] Uh, confirm that with you as well.
[AGENT][NEUTRAL] Yeah, looks like it's a work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Um, and what is your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so when you're signing up, um, use your work email and then you'll have to use your social security number, not the member ID and everything should work then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you mind if I give it a shot because I got you on the phone?
[AGENT][POSITIVE] Absolutely, yeah.
[CUSTOMER][NEUTRAL] Oh yeah, it that it, I think what was assembly block was I had put in my personal email address, so uh I, I'll.
[CUSTOMER][NEUTRAL] I, I think I could probably take it from here. Will this system allow me to print a ID card?
[AGENT][NEUTRAL] Yes, it will. Yeah, there should be an ID card on file and you can print that.
[CUSTOMER][POSITIVE] OK, I'll work on that if anything I'll call back thank you very much for your help.
[AGENT][POSITIVE] OK, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well bye.