AccountId: 011433970860
ContactId: 0ca01df6-2c2a-47fd-b6fc-49f3acec1399
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189279 ms
Total Talk Time (AGENT): 48383 ms
Total Talk Time (CUSTOMER): 50701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/0ca01df6-2c2a-47fd-b6fc-49f3acec1399_20250512T14:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hello [PII], I'm trying to create my online account to file a claim and it's saying it cannot pull up my account.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I have never been given one.
[AGENT][NEUTRAL] OK, do you have your last name or social?
[CUSTOMER][NEUTRAL] Uh, social is [PII].
[AGENT][NEUTRAL] OK, and your first and last name?
[CUSTOMER][NEUTRAL] My first name is [PII] and my last name is [PII].
[CUSTOMER][NEUTRAL] Is that a verification or do you need me to spell those?
[AGENT][NEUTRAL] No, I don't need, you just spell it.
[AGENT][NEUTRAL] Uh, let's see, found your policy. Let me get that pulled up.
[AGENT][NEUTRAL] OK. Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The city and state and zip.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And we was giving you an error message, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and so you're getting on, you're doing individual users?
[CUSTOMER][NEUTRAL] Uh yes, step 2.
[CUSTOMER][NEUTRAL] I guess I used my financial advising email. I wonder if I should try my.
[CUSTOMER][NEUTRAL] Personal email yeah it says no user was found with that information.
[AGENT][NEUTRAL] It has to be the email.
[AGENT][NEUTRAL] So it'll have to be your Gmail, um, email, uh, account, and then it'll be your, so your last, last name, social.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Zip code, [PII], and then your date of birth.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For some reason I just put in the last 4 of my social.
[AGENT][NEUTRAL] Oh no, it has to be the full social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me go to step 3, sorry about that.
[AGENT][NEUTRAL] Oh, that's OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yeah bye bye.