AccountId: 011433970860
ContactId: 1917ba82-e83f-4cd6-81c5-9eab1600ed30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258010 ms
Total Talk Time (AGENT): 100017 ms
Total Talk Time (CUSTOMER): 101907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1917ba82-e83f-4cd6-81c5-9eab1600ed30_20250414T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I called the other day and I had to cancel my insurance, but I was trying to go online to, um, do the, the file a claim, but every time you go there it's not letting me get into that, um.
[CUSTOMER][NEGATIVE] The new user and the individual port up it's not letting me get in there I don't know why.
[AGENT][NEUTRAL] OK, Miss [PII], um, I can help you with the online service center. First, can I get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, hold on, let me get it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 02584702
[AGENT][NEUTRAL] OK, let me repeat that 02584702?
[CUSTOMER][NEUTRAL] 02584702
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII]. All right, and I'll need for you to verify your policy. Um, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then also I'll need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] The address I know what y'all got [PII]. Email address [PII].
[AGENT][NEUTRAL] And then, um, can you also give me the phone number that's on the policy?
[CUSTOMER][NEUTRAL] My phone number or number that.
[AGENT][NEUTRAL] Yes ma'am, the phone number that's on the policy?
[CUSTOMER][NEUTRAL] My number
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, um, looks like we have your cell phone number.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII]. I appreciate you verifying the policy for me.
[AGENT][NEUTRAL] So I do show that the policy um.
[AGENT][NEUTRAL] Is active, so let's look and see what's going on.
[AGENT][NEUTRAL] The online service center.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I did cancel it last week. It's gonna be 1 or 2 weeks before I go through.
[AGENT][NEUTRAL] Alright, let me look and see.
[CUSTOMER][NEGATIVE] Mm it's not paying anything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you've, OK, I do show that you're already signed up in the online service center so that's why it's not accepting you as a new user. Let me give you your username and you can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But when I do.
[AGENT][NEUTRAL] You can go back in and reset your password.
[CUSTOMER][NEUTRAL] Yeah, I got that. I had, I had that when I put it in there, it said.
[CUSTOMER][NEUTRAL] And then I'll try to reset it when I reset it cause I got my username is [PII].
[AGENT][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] It did? Oh, then that's why they.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then your Frasier.
[CUSTOMER][NEUTRAL] Oh, OK, for 58, OK.
[AGENT][NEUTRAL] The F in your Frasier is capitalized and the rest is lowercase.
[CUSTOMER][NEUTRAL] The F.
[CUSTOMER][NEUTRAL] [PII], but it's OK it's [PII], not [PII]. OK, that's that's the problem then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, I think that's that.
[CUSTOMER][POSITIVE] Alrighty, I'll change that thank you much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.