AccountId: 011433970860
ContactId: fc183771-86a4-4320-8e37-e9a39272fae2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436250 ms
Total Talk Time (AGENT): 140312 ms
Total Talk Time (CUSTOMER): 222056 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/fc183771-86a4-4320-8e37-e9a39272fae2_20250421T22:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. I'm calling because I have coverage with APL and I'm trying to access the account online, but when I input my information, it, it doesn't show me anything it shows me that it, I don't, it doesn't exist, so can you help me access the account please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes Ms. [PII], I can help you with the online service to center first, can I get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] The policy number is um it's 1263312.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], for security reasons, I'll need for you to verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Well, I'm, I'm thinking that the address is [PII].
[CUSTOMER][NEUTRAL] And what else you said, phone number?
[AGENT][NEUTRAL] Phone number and email address.
[CUSTOMER][NEUTRAL] What's the other information?
[CUSTOMER][NEUTRAL] Yes, um, phone number is [PII] and email address is [PII].
[AGENT][POSITIVE] OK. Thank you so much. Let me look this up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so, uh, let me add your phone number in and I think that'll be able to fix it for you.
[AGENT][NEUTRAL] Because the phone number wasn't added in.
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] Yeah, because I'm trying to do it online. I, I, I don't think I have ever created a username or password, but um I put my date of birth, address, and it didn't recognize it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've added in your phone number. If it's not in there, uh, then it kicks you out like you were describing to me. So the phone number has been added for you.
[CUSTOMER][NEUTRAL] there
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you think if I try again maybe it recognizes my information?
[AGENT][POSITIVE] Yes ma'am, go ahead and try while I'm on the phone with you.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Please, yes. Give me one second. OK, let me try this.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] And thank you. And the member ID is 126.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 1263312.
[CUSTOMER][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK and then date of birth you want more than 2.
[CUSTOMER][NEUTRAL] OK. So it's his last name, number, ID, ZIP code, and email address.
[CUSTOMER][NEUTRAL] OK. It's the next, uh, no, it says oops, there seems to be a problem.
[CUSTOMER][NEGATIVE] Keeps giving the same error.
[AGENT][NEUTRAL] OK, on the, um,
[AGENT][NEUTRAL] On the member I on the information at the beginning did you put in your social security number or did you put in your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I put my, it says social security number or member ID so I put the [PII]. Should I put the social security number instead?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me check that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let's see this.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Mm, no. Same error doesn't.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me see if you've signed up for it before. Let me look in there real quick.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm gonna exit and try it through from the beginning just in case.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you have signed up for this already.
[AGENT][NEUTRAL] So you're gonna have to, instead of
[CUSTOMER][NEUTRAL] Uh, you mean that you
[AGENT][NEUTRAL] Yes, you already have a username, so instead of uh instead of trying to sign up as a new user you need to log in and let me give you your username.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then you're gonna need to select the option to change your password if you don't remember it um are you ready for your username?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So it's [PII].
[AGENT][NEUTRAL] Yes sir, 2, yeah, [PII], yes ma'am. [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. So it's [PII] [PII] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and then I just select forgot password, right? And try to reset that.
[AGENT][NEUTRAL] Yes, and it'll send it to your phone which we um added in so it'll send you a a message to your phone so you can reset your password.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Awesome. OK, let me try that. OK. Thank you so much for your time. If I keep having problems, I'll contact you guys again. OK?
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] OK, thank you. You have a beautiful night, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you. Thank you. Have a good afternoon. You, you too. Bye-bye. Thanks. Bye-bye.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye now.