AccountId: 011433970860
ContactId: 049d8829-f8d4-41ab-ab58-fe819fc31c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443640 ms
Total Talk Time (AGENT): 154853 ms
Total Talk Time (CUSTOMER): 92563 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/049d8829-f8d4-41ab-ab58-fe819fc31c02_20250217T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. So, um, I was currently.
[CUSTOMER][NEGATIVE] Uh, told to set up my account online and it's not letting me push it through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it uh it's not allowing you to create an account on our website?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, we could take a look at that um, the information you entered does have to match what we have in our system so we can go through verify that all of that is correct. um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and then can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have that. I got a social though.
[AGENT][POSITIVE] Uh, OK, yeah, I can start with the special.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I don't think I heard that social correctly. I'm sorry, um, that I heard, uh, [PII], is that 121817?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, sorry about that thank you.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick. Can I get your date of birth please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that zip code was that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and then uh the last thing I need is the email address we've got on file for you uh looks like that is a [PII] account.
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2, OK, alright, well I appreciate you verifying that information. So is this the information that you're entering when you go to create an account?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is OK, let's see, I'm gonna check, go ahead.
[CUSTOMER][NEUTRAL] And then it, it keeps.
[CUSTOMER][NEGATIVE] It it keep it keeps telling me to add a special character to the password and when I do that.
[CUSTOMER][NEGATIVE] Um, the highlighted thing goes away and then when I hit next, nothing happens and I did it like 10 times.
[AGENT][NEUTRAL] Oh I see. OK, so your information that you're entering is correct it's just kind of giving you some trouble there making a password, um, just to verify are you doing this on a, uh, mobile device or are you doing this on a desktop or a laptop?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mobile device.
[AGENT][NEUTRAL] OK, so our website really doesn't have a lot of support for mobile devices to run. They, um, if you're able to do it through a desktop or a laptop, that should work better for you.
[CUSTOMER][NEUTRAL] OK, that's fine for right now, but I definitely need that information for the ID cards. I'm trying to set up an appointment ASAP.
[AGENT][NEUTRAL] Oh sure I could send that to you um I could just email it to you let's see, give me just a moment.
[AGENT][NEUTRAL] All right, um
[CUSTOMER][NEUTRAL] I just need the one for the uh.
[CUSTOMER][NEUTRAL] For the um
[CUSTOMER][NEUTRAL] Like hospital health insurance part.
[AGENT][NEUTRAL] The hustle on then, OK, OK.
[AGENT][NEUTRAL] I will go ahead and email that to you. Um, did you want me to just send it to this Yahoo account we've got?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'll send that to you right now um before I do that, let me go ahead and give you this policy number just so you've got it for your record, uh, let me know when you're ready.
[CUSTOMER][NEUTRAL] I'm going, um, give me one second. I'm kind of working, so.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK it is 02.
[AGENT][NEUTRAL] 51
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 685 8.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, alright, and then I'm getting that email sent to you right now that does have your ID cards. Uh, was there anything else I could help you on?
[CUSTOMER][NEUTRAL] Um, can I just confirm that I got them real fast?
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] I just wanna confirm that I received them.
[CUSTOMER][NEUTRAL] Before I let you go.
[AGENT][POSITIVE] Oh sure, yeah, we could, we could stay on the line, make sure that you receive it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just a moment, I'll let you know when it sends.
[AGENT][NEUTRAL] OK, so that email just sent.
[CUSTOMER][NEUTRAL] Alright, let me check. You said it sent already?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Alright, I got it, appreciate you.
[AGENT][POSITIVE] Awesome. OK, glad to hear it. Well, I hope you have a great rest of your day, [PII]. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Bye-bye.