AccountId: 011433970860
ContactId: 1583f109-4a94-4691-a770-c028b79c8e50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166470 ms
Total Talk Time (AGENT): 44887 ms
Total Talk Time (CUSTOMER): 104100 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1583f109-4a94-4691-a770-c028b79c8e50_20250219T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, [PII], how are you?
[CUSTOMER][NEUTRAL] Yeah, yeah, good, [PII], it looks like everything is going right as rain. Uh, we've done more business in 3 weeks and we did all in [PII] it seems now that everybody knows what direction the country is going in. Yeah, yeah, you know, everybody was sitting on their hands like the last part of last year. Hey, um, I, I have a question for you. Let me give you, um, a policy number and tell me when you're ready.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, the policy number is 231-733-1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this lady's having problems registering online for some reason. Her name's [PII].
[CUSTOMER][NEUTRAL] And her date of birth is needed. It's uh [PII]. I, uh, I checked our our we're using ease for an online platform and her birthday does concur with the birth date.
[CUSTOMER][NEUTRAL] That uh APL has and APL only give me last four of her social which is true and correct what we have. I don't know um why she's having problems but um can you reset our system or can you tell me the number that she needs to call does she just call the [PII] number?
[AGENT][NEUTRAL] Um, yeah. What was the date of birth that you have for her?
[CUSTOMER][NEUTRAL] Um, I have, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is that's what's on the oh God I can't speak today OCS as well.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me see something.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so what we need to know, probably.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We've got her email.
[CUSTOMER][NEUTRAL] Her email
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, let me just uh get to her system here.
[CUSTOMER][NEUTRAL] Oh my God, where is her email address? Oh, OK, and she's using her personal email address maybe that's why.
[AGENT][NEUTRAL] Yeah, that would probably be at that or her home zip code, which we have is [PII].
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] Code which we have is [PII].
[CUSTOMER][POSITIVE] Yeah, that's correct. OK, so, uh, alright, I'll just tell her to use I got it right, thanks so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, we're good thank you alright take care alright bye alright bye.
[AGENT][POSITIVE] All right, we'll talk to you soon bye.