AccountId: 011433970860
ContactId: 132de6a4-4a66-4932-82b9-f7cf87c00321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629909 ms
Total Talk Time (AGENT): 205020 ms
Total Talk Time (CUSTOMER): 212223 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/132de6a4-4a66-4932-82b9-f7cf87c00321_20250310T14:45_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to log in to my uh app to get a copy of my ID card.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I don't remember my
[CUSTOMER][NEUTRAL] Username or password.
[AGENT][NEUTRAL] OK, I can can help you get your username. Um, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh, I don't remember that. I mean, I don't have my clothes on me.
[AGENT][NEUTRAL] OK, if you can give me your name and your social security number, that'll pull in your policy for me.
[CUSTOMER][NEUTRAL] It's uh uh [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. Let me look that up real quick.
[CUSTOMER][NEUTRAL] going on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Ms. [PII], you said your policy I'm sorry, your social security number is [PII]?
[CUSTOMER][NEUTRAL] Where about to.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that didn't pull up for me either. Let me look by name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] How do I spell
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, maybe under my husband's name, [PII].
[AGENT][NEUTRAL] What's your husband's name?
[AGENT][NEUTRAL] OK, how do I spell your first name and his first name?
[CUSTOMER][NEUTRAL] Uh his first name is [PII] and my first name is [PII]
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] I find him a goddamn shirt in the tall drawers but by the fucking window you want C calling me because he's out cold with that fucking cut off damn shirt.
[AGENT][NEUTRAL] OK, let me look real quick.
[CUSTOMER][NEUTRAL] Oh, that's not.
[AGENT][NEUTRAL] OK, Ms. [PII], are you wanting um to get into the online service center for your dental or for your um health insurance?
[CUSTOMER][NEUTRAL] For dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the uh.
[AGENT][POSITIVE] All right, I think I have you.
[AGENT][NEUTRAL] Can you please verify your date of birth for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] OK. Address is [PII].
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[CUSTOMER][NEUTRAL] And what was the other one you needed?
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And is [PII] there for me to get consent to be able to give information about the portal to you?
[AGENT][POSITIVE] Because he is the account holder. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. Hold on.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] what
[CUSTOMER][NEUTRAL] There's.
[CUSTOMER][NEUTRAL] Oh, he just walked out to the car.
[CUSTOMER][NEUTRAL] one.
[CUSTOMER][NEUTRAL] OK. Hey, one of y'all come here, man.
[CUSTOMER][NEGATIVE] Gunner, come here, hurry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Run this out to [PII].
[CUSTOMER][NEGATIVE] Hurry, really go away.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello Mr. [PII], this is [PII]. I'm with American Public Life.
[AGENT][NEUTRAL] I just need for you to verify a couple of things for me so that Ms. [PII] can get into the online service center for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you please give me your date of birth, sir?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you also verify your email address for me?
[CUSTOMER][NEUTRAL] You spell it out it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] When I got this, it might be a different phone number on there. I don't know, uh, my, my number is [PII].
[AGENT][NEUTRAL] OK, it does look like I have an old phone number then.
[CUSTOMER][NEUTRAL] Yeah, yeah, I changed the phone companies since then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what is your, your new phone number again please? I can update that for you.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you sir. Alright um and is it OK for me to give Ms. [PII] your username for the online service center speak with her about it? OK, thank you so much sir. I appreciate you verifying it and giving me consent to talk to her.
[CUSTOMER][POSITIVE] Yes, yes you can.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I won't give the phone back to her. I gotta get my grandson to take it back 2 hours outside here, so give me a second.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][POSITIVE] Thank you you have a blessed day and thanks for giving me consent.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm back.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] He did give me consent to be able to give you the username. Um, the username for your, your, um, online service center is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, say that again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] What was it again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll have to make sure that
[AGENT][NEUTRAL] Uh, when you go in you'll have to reset the password.
[AGENT][NEGATIVE] Because we can't do that for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I did update the the phone number to his phone number, his new one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then and then also um it's under his email address too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So when you go in you'll
[AGENT][NEUTRAL] Just have to make sure you reset the password and I'll send you an [PII]il letting you know that the password is being reset.
[AGENT][NEUTRAL] I'm sorry, they'll send you a text message.
[CUSTOMER][NEUTRAL] No, I have
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, I forgot his name.
[AGENT][NEUTRAL] They may send it to his phone because that's the number that we have on the policy.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] Oh awesome, good deal. OK, is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] You're very welcome you guys have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.
[AGENT][NEUTRAL] Bye-bye.