AccountId: 011433970860
ContactId: f9df8b3b-0e63-4b15-b680-b360b5620784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493760 ms
Total Talk Time (AGENT): 187702 ms
Total Talk Time (CUSTOMER): 96657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f9df8b3b-0e63-4b15-b680-b360b5620784_20250224T20:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm trying to get into like I'm trying to register for an account.
[CUSTOMER][NEUTRAL] But for some reason it says I'm not.
[CUSTOMER][NEGATIVE] Like you can't find my information.
[CUSTOMER][NEUTRAL] On the website.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'll be happy to assist you. We just need to verify your information. Um, what is the policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Uh, repeat the question again.
[AGENT][NEUTRAL] Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] I have my the.
[CUSTOMER][NEUTRAL] The insurance card.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you see the policy certificate number?
[CUSTOMER][NEUTRAL] Yeah, I see it.
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 928.
[CUSTOMER][NEUTRAL] 93.
[AGENT][NEUTRAL] And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. What is your current mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and a good callback number for you please?
[CUSTOMER][NEUTRAL] Uh, this phone number which is [PII].
[AGENT][NEUTRAL] And then finally, what is your Gmail address?
[CUSTOMER][NEUTRAL] Gmail address is my full name [PII].
[AGENT][POSITIVE] All right perfect thank you.
[AGENT][NEUTRAL] And then finally, let's verify your social if you don't mind.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My Social Security?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you were logging in, let's see, let me check something real quick for you.
[AGENT][NEUTRAL] Just checking.
[AGENT][NEUTRAL] And when you were going in as a new user, did you choose the first statement that you were an individual with an APL policy?
[CUSTOMER][POSITIVE] Yes, I was choosing that one.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, give me just one second, I will.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, so we choose um an individual with an APL policy now for your last name, where you put in [PII]?
[CUSTOMER][NEUTRAL] Yeah, I was putting, putting my full last name, [PII].
[AGENT][NEUTRAL] Are you putting a space in between it or not?
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] Just checking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Seeing if it'll let me go to the.
[AGENT][NEUTRAL] Create a password. Give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said your date of birth is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] ZIP code [PII].
[CUSTOMER][NEUTRAL] Repeat that again.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For zip code, yeah.
[AGENT][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] OK, so let me go through to the next page to create a login and password. Can you go out and try it once more?
[CUSTOMER][NEUTRAL] OK, I'll do it one more time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And there was a space between [PII] and [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I just keep saying oops, there seems to be a problem. The user found with the information that was entered.
[AGENT][NEUTRAL] OK, are you doing it on your phone or desktop or laptop?
[CUSTOMER][NEUTRAL] Yeah, I'm doing it on my phone.
[AGENT][NEUTRAL] OK, that may be the issue let me see um I can create an account with a temporary password for you and then you can sign in but most of the time uh it's um our portal is more compatible with a laptop or desktop, but if you want to give me a user name now this will not change.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Um, I can set you up a temporary.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I can set you up with an account with a temporary password.
[CUSTOMER][NEUTRAL] Sure, uh.
[CUSTOMER][NEUTRAL] that the usernames straight up.
[AGENT][NEUTRAL] Can you spell it?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second, let me see if it'll.
[AGENT][NEUTRAL] I'm sorry you're having that difficulty.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is that [PII]?
[AGENT][NEUTRAL] Can you receive a text message on that phone?
[CUSTOMER][NEUTRAL] Yeah, I should be.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so your account has been successfully created.
[AGENT][NEUTRAL] So let me give you, so this time you're gonna log in with that username that you gave me, [PII]
[AGENT][NEUTRAL] And the temporary password is today with a [PII].
[AGENT][NEUTRAL] [PII] and you'll need to update that password.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] See, see if that'll let you in.
[CUSTOMER][NEUTRAL] Yeah, let me see if I can go into it before.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Looks like I'm in. Thank you so much.
[AGENT][POSITIVE] Perfect. Now don't forget to um update your password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I will. I appreciate it.
[AGENT][POSITIVE] Oh, it's my pleasure and thank you. Anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Uh, no, that's everything. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.