AccountId: 011433970860
ContactId: 1921426e-4ae4-4478-a2b8-ceb5313ffe01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354299 ms
Total Talk Time (AGENT): 154069 ms
Total Talk Time (CUSTOMER): 164740 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1921426e-4ae4-4478-a2b8-ceb5313ffe01_20250421T14:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm trying to log in into my account. I can't. Can you help me out, please?
[AGENT][NEUTRAL] Yes, I can help you with the online service center. Uh, can I please get your name and your call back?
[AGENT][NEUTRAL] Number
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 86924.
[AGENT][NEUTRAL] OK, 11869 and what was the last two digits?
[CUSTOMER][NEUTRAL] Yeah, 24.
[AGENT][NEUTRAL] 24. OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'll need for you for security reasons to verify some information for me can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. My phone number is [PII]. My email address is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK thank you sir and can you spell out your email address for me so I can add that in?
[CUSTOMER][NEUTRAL] OK, yes, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] that's [PII].
[CUSTOMER][NEUTRAL] Can you repeat for me to make sure you got it right?
[AGENT][POSITIVE] OK, thank you. Yes.
[AGENT][NEUTRAL] Yes, sir. Let me read it back to you. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, not, not, not, not, not, not, not [PII].
[AGENT][NEGATIVE] So [PII].
[CUSTOMER][NEUTRAL] And not [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, no, no, no, let me spell it for you. [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] repeat for me, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get it.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Call it.
[AGENT][POSITIVE] Yeah, we did it.
[CUSTOMER][NEUTRAL] No, no, no, not [PII], no, no, no, no, not.com. That's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][MIXED] Everything is good except thatcom. That one is not good. That [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, got it [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Call it.
[AGENT][POSITIVE] OK, good. All right. I think I've got it now. Thank you, sir.
[AGENT][NEUTRAL] Alright, let me look at your policy so that we can help you with the online service center.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, and I'm not showing that there are any policies active with us at this time, [PII], that's why you can't get into the online service center.
[CUSTOMER][NEUTRAL] OK, I got, I got essentials to my, to my job, but I just, uh, I don't understand.
[AGENT][NEUTRAL] OK, let me look at it real.
[CUSTOMER][NEUTRAL] That's the full I got to my job.
[AGENT][NEUTRAL] OK, so this policy.
[AGENT][NEUTRAL] was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Until [PII]. So it ended on [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Are you still working at the same company?
[CUSTOMER][NEUTRAL] OK, that's been.
[CUSTOMER][POSITIVE] Yeah, I'm still working at this some campaigning laughing.
[AGENT][NEUTRAL] OK, so if you wanted to continue this insurance, you'll just need to go to the human resources director and let them know you want the gap insurance.
[CUSTOMER][NEUTRAL] OK, let me get some. I, I can pay it by myself, no.
[AGENT][NEUTRAL] No, no, this has to be through a company we don't do individual policies.
[CUSTOMER][NEUTRAL] OK, I have to call them to tell them back.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's OK. Thank you so much. Thank you so much. Bye.
[AGENT][POSITIVE] Well, you have a wonderful week and thank you for calling APL, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK