AccountId: 011433970860
ContactId: 1b33ca49-6411-4588-ab61-c16c90c0baa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341649 ms
Total Talk Time (AGENT): 133039 ms
Total Talk Time (CUSTOMER): 122304 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1b33ca49-6411-4588-ab61-c16c90c0baa8_20250205T23:25_UTC.wav
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[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling because uh I'm trying to uh I guess log into the APL or as a new user, uh register and uh, but it would not go through for some reason, so I'm calling to see what steps do I need to take so I can do this.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, I can help you with the online service center, sir. What is your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and I don't.
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case our call is dropped, I can call you back.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, my policy number is 025877871.
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[CUSTOMER][NEUTRAL] Just now.
[AGENT][NEUTRAL] OK, [PII], can you please um verify for me your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also gonna need for you to verify your address, your phone number, and your email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] I, I, I found out what's going on, miss. So they misspell my last name.
[AGENT][POSITIVE] Ah, well, I can fix that too.
[AGENT][POSITIVE] I can help you with that also.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] OK, so what is your cell phone number, sir?
[CUSTOMER][NEUTRAL] My cell phone number is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you, and then can you give me your email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Oh well, you don't even know my last name because it's spelled wrong. So it's so it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], then it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. All right. So now, let me update this real quick.
[AGENT][NEUTRAL] It may need to process overnight if you can't get in right away, it's because it needs to process overnight, but I'm gonna try to get it.
[AGENT][NEUTRAL] To work for you.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, because of this, uh, uh, there's a uh problem with this card, uh, am I gonna get another card or how would that work? uh?
[AGENT][NEUTRAL] Yes, sir. I'm
[AGENT][POSITIVE] I'm gonna order a new card for you.
[CUSTOMER][NEUTRAL] Alright, uh, is there a way I can get like a, I guess like a temporary digital one until then cause I'm a truck driver and I'm, I just got home, so I just got these cards and I won't be having the cards until the next time I get back home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes sir, I understand um when we get it updated, uh, you can get that card in the online service center it'll have a copy of your card there for you.
[CUSTOMER][NEUTRAL] Oh, all right.
[AGENT][NEUTRAL] OK, so it's [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, go ahead and try to get into the online service center now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, give me one sec oh.
[CUSTOMER][NEUTRAL] Tripping. I was trying to figure out where my phone was so I'm talking on.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] No, ma'am, it's still saying, uh, well, maybe I, I probably need to refresh the page or something.
[AGENT][NEUTRAL] Right, I was gonna say get out and get back, try to get back in. If it doesn't let you get in, don't get upset because I just need to do one thing and I'll have to process overnight and then you should be able to get in tomorrow.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. It it it it it went through.
[AGENT][POSITIVE] Yay, good deal. OK, so what I'm gonna do is I'm gonna go ahead and order you a new card to be sent to your home address, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so I'm gonna get that taken.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Care of for you and I'm glad you're in the online service center so that you can.
[AGENT][NEUTRAL] Get the information that you need.
[CUSTOMER][POSITIVE] Yes, ma'am, I greatly appreciate it.
[AGENT][NEUTRAL] OK, is there anything else, [PII], I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, I'm going to order that card for you and we appreciate you calling APL. I hope you have a good night.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.