AccountId: 011433970860
ContactId: 13474742-83f5-4382-93e0-e5eef7b23ef8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216660 ms
Total Talk Time (AGENT): 50912 ms
Total Talk Time (CUSTOMER): 74769 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/13474742-83f5-4382-93e0-e5eef7b23ef8_20250108T16:04_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm trying to make an account and it's saying that um you are not found.
[AGENT][NEUTRAL] Oh you, you're on the online service center?
[CUSTOMER][NEUTRAL] Uh, I'm, yes, I'm trying to make a account online.
[AGENT][NEUTRAL] Oh you're trying to create an account. OK, what's your name?
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] And [PII], are you the policyholder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, how do I find that? Because, OK, let me see. Actually, no, I think I have it sorry, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] 02455589.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like a work email address.
[AGENT][NEUTRAL] That we have.
[CUSTOMER][NEUTRAL] Uh, a [PII].
[AGENT][POSITIVE] Yes, ma'am. Thank you for that.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, let me give you your current policy number, uh, [PII].
[CUSTOMER][POSITIVE] I'm sorry. Say that again? I'm so sorry.
[AGENT][NEUTRAL] The policy number you gave me is we have a new policy number. No, we don't 2 you gave me 245-5589.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, 02455589, yes.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I see what I did.
[CUSTOMER][POSITIVE] So I think when I try to make the account I put my personal email, but now that I put my work email it's working.
[AGENT][NEUTRAL] Hm. OK. All right. That's OK.
[CUSTOMER][NEUTRAL] I think that's what it is.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Anything else I can help with? You're welcome. Thank you for.
[CUSTOMER][POSITIVE] Thank you so much. No, that's it. Thank you so much. Bye.
[AGENT][POSITIVE] OK. Thanks for calling APL. Have a good day. Bye, [PII].
[CUSTOMER][POSITIVE] You too thank you.