AccountId: 011433970860
ContactId: 1470e58f-a3e0-4930-921c-c7df4d72168c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287220 ms
Total Talk Time (AGENT): 87528 ms
Total Talk Time (CUSTOMER): 102018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1470e58f-a3e0-4930-921c-c7df4d72168c_20250606T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was trying to create an account for my husband and it it keeps giving me an error, so I was trying to see if we could enroll him.
[AGENT][NEUTRAL] Yeah, let's take a look and see what's going on here. Do you have the policy number?
[CUSTOMER][NEUTRAL] I have his social.
[AGENT][NEUTRAL] OK, we can, we can pull it with that. What's the social?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, bear with me just.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh wait, I, I think I do have the, oh, I do have the policy as well.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It's 02565094.
[AGENT][NEUTRAL] All right, thank you. And then let me just verify date of birth and address, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yep, it's gonna be [PII], and the address is [PII].
[AGENT][NEUTRAL] OK perfect alright so part of the problem on here is there's no email so your email is the user name when you're creating this so I need to add an email.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is a good email?
[CUSTOMER][NEUTRAL] Um, that's
[CUSTOMER][NEUTRAL] OK, uh, that's maybe why I didn't go through. Um, it's gonna be chef.
[CUSTOMER][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read this back just to make sure I copied this down right.
[AGENT][NEUTRAL] So, you said chef, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then is it [PII]?
[CUSTOMER][NEUTRAL] Yes, yes. Mhm.
[AGENT][POSITIVE] OK. All right. Just wanna make sure we got it right.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. Try again while you have me on the line if you want and see if it'll let you move forward now.
[CUSTOMER][POSITIVE] OK, perfect. Let me go ahead and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should I refresh my page or let me start over.
[AGENT][NEUTRAL] Yeah, you might have to start over, unfortunately.
[CUSTOMER][NEUTRAL] Mhm. No, it's OK. No, it's OK. Um, should I put his social or the member ID?
[AGENT][NEUTRAL] But it's social.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No error no user was found with the information that was sent.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh wait, I'm so sorry. I didn't update his um date of birth correct. Let me see now. Sorry.
[AGENT][POSITIVE] OK, yeah, no, I'm totally fine.
[CUSTOMER][POSITIVE] Perfect. Yes, it did, it did let me. Now it says computer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. So what it's gonna do is send a verification email. You're gonna need to put in that verification code and then click verify email and then create the password, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Let me do that now. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye bye.