AccountId: 011433970860
ContactId: 10d55c27-734d-4517-a83c-8156ee13dd3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210419 ms
Total Talk Time (AGENT): 61648 ms
Total Talk Time (CUSTOMER): 70146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/10d55c27-734d-4517-a83c-8156ee13dd3b_20250305T22:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yeah, I was told to go online and make a claim, but start to to make a user and every time I do it it doesn't work because they don't know about me.
[CUSTOMER][NEUTRAL] And anyway, I'm told to call you now this number with option 4 that's what I'm doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I think it's 77122 is what she told me.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] 7122.
[AGENT][NEUTRAL] No, ma'am, it's not a policy number. Um, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And you say your name is your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, probably 71122.
[AGENT][NEUTRAL] Maybe, um, Ms. [PII].
[CUSTOMER][NEUTRAL] She didn't tell me. She said 7122, so she gave me the wrong number.
[AGENT][NEUTRAL] OK, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII], [PII] 73505.onad [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I was missing the one.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I would say try now. I'm thinking because the one was missing from your email address, it probably didn't, that's the reason why I said it didn't recognize you.
[CUSTOMER][NEUTRAL] Well, it still says that and I guess I have to start over again.
[CUSTOMER][NEUTRAL] Can I, but OK, I don't have a policy number. What is my policy number?
[AGENT][NEUTRAL] Or you have to use your social.
[CUSTOMER][NEUTRAL] Is it off of uh [PII] or [PII]?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Oh your social?
[CUSTOMER][NEUTRAL] No, my, my, my zip code, I, I'm, I've got two addresses. One is a business, and I don't know which one I, I use.
[AGENT][NEUTRAL] Uh, we have [PII].
[CUSTOMER][POSITIVE] OK, that's the right one.
[CUSTOMER][POSITIVE] OK, that got me in. Thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye