AccountId: 011433970860
ContactId: 064ac931-eb20-4afb-9dc5-3b5110adb94e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195779 ms
Total Talk Time (AGENT): 62789 ms
Total Talk Time (CUSTOMER): 74737 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/064ac931-eb20-4afb-9dc5-3b5110adb94e_20250218T15:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. That's speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I am, um, a new member. I just received my card in the mail. Um, my effective date is, uh, [PII], so I tried to go online and create my account to log in, um, and when I give all my personal info, it says like there's no match person with that info.
[AGENT][NEUTRAL] OK, uh Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 02595858.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] Uh, [PII] mailing address is [PII] and my email address is my full name [PII].
[AGENT][NEUTRAL] OK. Was that the email address you used when trying to set up?
[CUSTOMER][NEUTRAL] Yeah, are you recognizing my work email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's that? Because I do see a different email on the system.
[CUSTOMER][NEUTRAL] It would be be [PII].
[AGENT][NEUTRAL] Yes, ma'am. Uh, do you want us to change it or you want to leave this the same?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, if I could change it, that'd be great.
[AGENT][NEUTRAL] OK, and what's that, you say your first and last name?
[CUSTOMER][NEUTRAL] Yeah, my full name is [PII] and then it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do it.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. I have changed it in the system. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] OK, and I will say if you want, you can try now and see if it works. I'm assuming it's because the email address is different.
[CUSTOMER][POSITIVE] Yeah, I'm gonna try it now.
[CUSTOMER][NEUTRAL] OK, now it's prompting me to create my account.
[AGENT][NEUTRAL] OK. Anytime that uh any of the information is different than what we have, it'll get sent out that error message.
[CUSTOMER][POSITIVE] Yeah, that makes sense. OK, perfect.
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Nope, that's it today.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.