AccountId: 011433970860
ContactId: f4bb6194-3f21-41fd-93b5-e12e092a3d00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310859 ms
Total Talk Time (AGENT): 106658 ms
Total Talk Time (CUSTOMER): 141411 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f4bb6194-3f21-41fd-93b5-e12e092a3d00_20250227T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Yes, I was trying to get in the portable, but it's not allowing me to get in a portable.
[AGENT][NEUTRAL] OK, is it for your individual policy or a group policy?
[CUSTOMER][NEUTRAL] Individual policy. I already have a uh I already had it on online but they changed the ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now it's not allowing me to get in into the port porter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's your policy number? Let me get that pulled up first.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't have it on me right now.
[CUSTOMER][NEUTRAL] Can you pull it up with my social?
[AGENT][NEUTRAL] Yes, ma'am. What's that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Um, and is [PII] still a good email address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Alright, Miss [PII], OK, so you're saying that uh it changed your ID number or are you referring to the cus uh your policy number?
[CUSTOMER][NEGATIVE] Well, it changed my uh account number so uh I had to do uh uh they they switched over and gave me another account number so now it's not allowing me to get in the portal.
[AGENT][NEUTRAL] OK, what you might have to do, Miss. [PII], is create a new account with the new policy number.
[CUSTOMER][NEUTRAL] OK, I did that and it would look like you're not letting me go in with my email address.
[AGENT][NEUTRAL] Um, OK, let me.
[CUSTOMER][NEUTRAL] OK, last time they sent me the uh.
[CUSTOMER][NEUTRAL] they, she shot it, the, uh, shot it to me and once she shot.
[CUSTOMER][NEUTRAL] Shot the stuff to me and then and then when I typed it in, it start working OK again.
[AGENT][NEUTRAL] Alright, hang on one second.
[CUSTOMER][NEGATIVE] Unless I need to go to a computer and my phone is not strong enough.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Have you tried um resetting the password with the user name that you already have?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] And what, what did it.
[CUSTOMER][NEUTRAL] And I set it up and I uh went through all the truck with my name.
[CUSTOMER][NEUTRAL] My, uh, uh, uh, my address and everything, but it just didn't go through. I'll try again and see if it'll go through.
[AGENT][NEUTRAL] Alright let me look at one more thing on my end, um, but then I would be able to send you to customer service and they'd be able to assist you more, um, because I just handled the group billing side, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you put it in your username and password, what what error message does it give you?
[CUSTOMER][NEGATIVE] It won't allow me to go through it'll tell me it don't recognize my username.
[AGENT][NEUTRAL] And what username are you using?
[CUSTOMER][NEUTRAL] My [PII].
[AGENT][NEUTRAL] OK, that's not your username. Your username is just [PII] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My username is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, I'll try that. I thought it was my.
[AGENT][NEUTRAL] Try that and
[AGENT][NEUTRAL] No, ma'am, yeah, your username is just [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you very much.
[AGENT][POSITIVE] Alrighty well thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] All right, bye bye.