AccountId: 011433970860
ContactId: 0fc86da2-e90a-4b76-a30b-ddcc68fd4acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243089 ms
Total Talk Time (AGENT): 121366 ms
Total Talk Time (CUSTOMER): 94696 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0fc86da2-e90a-4b76-a30b-ddcc68fd4acc_20250106T17:07_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII], and I am trying to, uh, set up an account, I guess because I'm a, I have an account through our school district, and it's telling me they can't find my information. No user was found and I'm trying to do a new user.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you, Ms. [PII]. Do you have, first, do you mind if I get a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and my direct extension is [PII].
[AGENT][POSITIVE] Thank you. I really appreciate that. And what is, are you calling on behalf of your individual policy or you calling for the whole group?
[CUSTOMER][NEUTRAL] I'm calling from my individual policy.
[AGENT][POSITIVE] Perfect. Can I have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't know what that is. I've got um a copy of my um.
[CUSTOMER][NEUTRAL] Uh, certificate of coverage is it on there somewhere?
[AGENT][NEUTRAL] Yeah, it might say certificate number or policy cert number.
[AGENT][NEUTRAL] It could even say member ID. They definitely use different verbiage all the time, so.
[CUSTOMER][NEUTRAL] Because there's on the very
[CUSTOMER][NEUTRAL] Well, on the very first page it has uh it says [PII]. Let me see if I can find it somewhere else in there because I've looked at it several times trying.
[AGENT][NEUTRAL] OK, I think that is the group number, but I can also just search for you if you want with your social.
[CUSTOMER][NEUTRAL] OK, that's fine. Uh, my social is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Um, and your
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] It could be under my first name, uh [PII] It could be under my first name [PII]
[AGENT][NEUTRAL] Oh yes, it is. OK, perfect. And would you be able to verify for me, Ms. [PII], your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome and.
[AGENT][NEUTRAL] So I'm just gonna have you verify a few other pieces of information and then I'm gonna help you troubleshoot what's going on with that online service center.
[AGENT][NEUTRAL] Would you be able to verify for me, pretty please, your mailing address?
[CUSTOMER][NEUTRAL] I'm sorry, you my what?
[AGENT][NEUTRAL] Your mailing address if you can, please.
[CUSTOMER][NEUTRAL] Oh sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect and then lastly it's just that um email address on file if you can.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or do you have [PII]?
[AGENT][NEUTRAL] Uh, it's gonna be your.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much. That was it.
[CUSTOMER][NEUTRAL] Oh, that might be why I'm getting kicked back.
[AGENT][NEUTRAL] OK, that might definitely be it yeah, I do see that you don't have one already, but I do have that email listed as the one for your online account.
[CUSTOMER][NEUTRAL] Let me see if I can do it from that.
[CUSTOMER][NEUTRAL] Hey guess what it works.
[AGENT][NEUTRAL] Heck yeah awesome so it's gonna have you like create a username and a password and then from there you you should be able to log into your account but you will need to verify your email address and then you'll have full access on everything for that online service center.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] Hey my pleasure and then I do have a user guide I could send out to you just if you wanna have it as reference I can tell you how to do anything um on that online service center and talk about those features.
[CUSTOMER][NEUTRAL] Oh yes, that'd be.
[CUSTOMER][POSITIVE] That would be nice. I appreciate it.
[AGENT][POSITIVE] Yeah, OK, perfect. Well I'm gonna work on getting that sent out to you right now and then was there anything else I'd be able to do for you today, my friend?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, thank you. I appreciate all your help.
[AGENT][POSITIVE] Hey, it's been my pleasure and if there's anything else you need, please don't hesitate to reach out to us we're here all the time, OK?
[CUSTOMER][POSITIVE] Alright thanks [PII].
[AGENT][POSITIVE] My pleasure. You take care, [PII].
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Bye-bye.