AccountId: 011433970860
ContactId: 195398d7-d4b5-48c9-ac33-e80d835a8a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147750 ms
Total Talk Time (AGENT): 36165 ms
Total Talk Time (CUSTOMER): 66485 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/195398d7-d4b5-48c9-ac33-e80d835a8a67_20250425T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I work with PD Coalition, and I have one, they gave us one of these cards, the APL card.
[CUSTOMER][NEGATIVE] And I guess we're supposed to go online and register it, but when I try to register it, then it's kicking me out.
[AGENT][NEUTRAL] OK. Does it have a policy number on it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02586681
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then your mailing address and email we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email, please?
[CUSTOMER][NEUTRAL] And but she said you need it.
[AGENT][NEUTRAL] Email?
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] my work email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then you're, you said that you're trying to register your card?
[CUSTOMER][NEUTRAL] Yeah, it's the same on the thing it says.
[CUSTOMER][NEUTRAL] Once you registered, you will be able to access.
[CUSTOMER][NEUTRAL] To all your insurance information.
[CUSTOMER][NEUTRAL] So it's already registered.
[AGENT][NEUTRAL] Yes, ma'am. I have all your information on our computer already.
[CUSTOMER][NEUTRAL] OK, well, I just want to make sure when they give us the sheet that what it says and I ain't never did it, but OK, well thank you.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Yeah, you're, yeah, you're good. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] No, OK. Well, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye.