AccountId: 011433970860
ContactId: 14122e44-eb3a-4fb5-adf0-8c8641abf0f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520229 ms
Total Talk Time (AGENT): 169249 ms
Total Talk Time (CUSTOMER): 91520 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/14122e44-eb3a-4fb5-adf0-8c8641abf0f0_20250226T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to get online to look at um this account.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] But it won't let me. It's saying that I'm entering the wrong information.
[AGENT][NEUTRAL] OK, alright, um, I can help you with the online service center. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII], and the policy number is.
[CUSTOMER][NEUTRAL] Um 0246.
[CUSTOMER][NEUTRAL] 2699
[AGENT][NEUTRAL] OK, let me look that up real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then also can you verify your address, phone number and email address for me?
[CUSTOMER][NEUTRAL] Um, it's.
[CUSTOMER][NEUTRAL] OK, email address is [PII].
[CUSTOMER][NEUTRAL] [PII]. My address is [PII] and my phone number is [PII].
[AGENT][POSITIVE] OK, thank you so much and let me look at.
[AGENT][NEUTRAL] The information that we have on the policy, everything has to match in order for it to work right, so I'm gonna just double check and make sure we've got everything correct on our side.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I just added in your phone number. Can you get out and try to get back in again?
[CUSTOMER][NEUTRAL] OK, let me try.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm showing that you've never signed up for it before so you'll have to.
[CUSTOMER][NEUTRAL] No, I was trying to do it under a new user.
[AGENT][NEUTRAL] Kind of
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Do I put a dash in between the social security number?
[AGENT][NEUTRAL] And then the second option you would choose would.
[AGENT][NEUTRAL] No, ma'am, you don't have to do that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm sorry, I'm slow.
[AGENT][NEUTRAL] That's OK. That's OK.
[AGENT][NEUTRAL] You're, you'll pick your new user and an individual with a policy.
[AGENT][NEUTRAL] Let me verify your social. OK, let's verify your social security number, make sure that it wasn't, there's no error in your social security number. Can you please give that to me?
[CUSTOMER][NEGATIVE] Yeah, it won't let me do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I didn't get the middle digits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well that looks right so let me keep on looking to see if there's something else that I need to fix.
[AGENT][NEUTRAL] Your date of birth, you said was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh-huh, there it is. We have your birthday wrong.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] It's not gonna let me fix it, darn thing. OK, I'm going to need to put a request in for our customer service department to update to your correct birthday.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] So that you'll be able to get into the online service center. um, I'm gonna put that request in while we're on the phone real quick together so I can make sure it gets done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's got me just
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I've got a request in now, um, for them to update that uh date of birth for you. I would give it a good 24 hours, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then try to get back in it again and if you still can't get in it, will you please call us and let us know?
[CUSTOMER][NEUTRAL] Yes, let me ask you this, um, is there any way that I can get like an email of like everybody that's on, on that policy?
[CUSTOMER][NEUTRAL] Can somebody email that to me? I, I need it today.
[AGENT][NEUTRAL] OK. Um, let me add that to the request also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that request. I.
[AGENT][NEUTRAL] Added it in there it's on the same request, so I didn't do two of them so they can just knock it out with one request.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day and we appreciate you calling APL and we'll get this uh taken care of for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm, mhm.