AccountId: 011433970860
ContactId: fd0e9a9f-bf85-4936-9d4f-e62d9e923898
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 748159 ms
Total Talk Time (AGENT): 171673 ms
Total Talk Time (CUSTOMER): 165229 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fd0e9a9f-bf85-4936-9d4f-e62d9e923898_20250625T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] of all my children playing both ruthless business.
[CUSTOMER][NEUTRAL] Yes, um, I was on the line with someone, I don't know her name. Uh, she gave me a temporary password, um, but it, it's still saying the same thing, so I can't get in. But she said that she got into my account, but it won't let me in.
[AGENT][NEUTRAL] OK, let me see how I can help you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] The policy number um.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Is 01585813.
[AGENT][NEUTRAL] OK, thank you. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, let me see who was trying to help you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so are you trying to register your account or you're trying to get in you're already registered?
[CUSTOMER][NEUTRAL] Um, I was having trouble months, months now trying to get in.
[AGENT][NEUTRAL] OK, so you have not been able to get in since a month from now.
[CUSTOMER][NEUTRAL] Yeah, but a few months ago, I couldn't be able to get in.
[AGENT][NEUTRAL] OK. So, we're, we're gonna go ahead and start the process all over, OK? So, um, are you in front of the computer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ouch.
[CUSTOMER][NEUTRAL] Yeah, I got my computer.
[AGENT][NEUTRAL] OK. Um, are you using Chrome?
[CUSTOMER][NEUTRAL] No, I'm using uh Microsoft Edge.
[AGENT][POSITIVE] Good, OK.
[AGENT][NEUTRAL] OK. And um OK, go ahead and close everything you have open and edge and try to open again and go to our website at [PII].
[CUSTOMER][NEUTRAL] OK, uh, what you said on the do?
[AGENT][NEUTRAL] Go to [PII].
[AGENT][NEUTRAL] OK. Let me know when you're there.
[CUSTOMER][NEUTRAL] OK, um, I'm still trying to get in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK, so, um, let's go ahead and click on create account.
[AGENT][NEUTRAL] And click on insured and next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get to that page where it's asking you for your information, you're gonna put your last name.
[AGENT][NEUTRAL] The email address and your date of birth only. So only your last name, email, and date of birth. Those are the three things you're gonna put in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it came up era.
[AGENT][NEUTRAL] OK, so you have an error. What's the error saying?
[CUSTOMER][NEGATIVE] You say, um, we could not create a new account with this information.
[CUSTOMER][NEUTRAL] Reach out to the insurer administrator to be invited to create.
[CUSTOMER][NEUTRAL] If this error previous resist, I'll call customer service.
[AGENT][NEUTRAL] OK. Have you
[CUSTOMER][NEUTRAL] Option 4.
[AGENT][NEUTRAL] OK. Have you done this before or you, you're still having the same problem you were having a month ago?
[CUSTOMER][NEGATIVE] Still having the same problem.
[AGENT][NEUTRAL] OK, so you have never been able to create. Mhm.
[CUSTOMER][NEUTRAL] But the lady that I talked to,
[CUSTOMER][NEUTRAL] Well, the the lady that I had talked to.
[CUSTOMER][NEUTRAL] But, uh, an hour ago, I say, um.
[CUSTOMER][NEUTRAL] She created an account for me.
[CUSTOMER][NEUTRAL] And she gave me a temporary password, and she said she got into my account and she uh send the information to my email address and when I tried it say the same thing.
[CUSTOMER][NEUTRAL] So I don't know what she did to get into my account, but she said she got into it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me check with her exactly what she did because um I uh this is the first thing time I hear that somebody's creating somebody else's account. OK, one moment, OK?
[CUSTOMER][NEUTRAL] Yeah, OK. All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. OK, um, we will have to, I will have to get back with her and call you back. She's right now at lunch. So once you go, come back, I can ask her and see exactly what she did, and we'll give you, we will give you, either me or her one of us will give you a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what's the num, um, let me get a pen. What's the number you'll be calling me from?
[AGENT][NEUTRAL] I'm not sure which one shows up when we call. It's either gonna be the [PII] or it's either gonna be a [PII] phone number or an [PII] phone number. If she calls, it's gonna be an [PII] number. If I call, it's gonna be a [PII] number or if we call and it's the [PII] number, it's just gonna be [PII].
[CUSTOMER][NEUTRAL] OK, um, you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so we'll be giving you a call back, OK? Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] And you too.
[AGENT][POSITIVE] Thank you.