AccountId: 011433970860
ContactId: 022a0a1b-7ccb-4e92-a008-c89c2021fea1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99220 ms
Total Talk Time (AGENT): 24722 ms
Total Talk Time (CUSTOMER): 44452 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/022a0a1b-7ccb-4e92-a008-c89c2021fea1_20250428T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and my mother's name is [PII]. She has a policy with you guys, and we are both here. She does not speak English, so I'll be her um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, yeah, and so we wanted to
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We wanted to open up an account or try to access an account. We don't know if she has one already. Um, however, I went to the portal APL, um, you know, [PII], and I put in her info and it says no user was found with this information. Please try again. She had already tried on Friday, so that's why we're calling to see if you could help us with this.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, so the information that you enter does have to match what we have in our system um it's possible we might have something incorrect, um, or you know you could be putting in a different email address than what we have um on file so we can definitely get that pulled up and just double.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].