AccountId: 011433970860
ContactId: 1c8c33e6-4576-4898-a843-d5933a95992e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568419 ms
Total Talk Time (AGENT): 211562 ms
Total Talk Time (CUSTOMER): 230582 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1c8c33e6-4576-4898-a843-d5933a95992e_20250318T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, my name's [PII], and I was trying to go online.
[CUSTOMER][NEUTRAL] And register, um, I put in my information a couple of 3 times and it said that I should call this number because.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no user with my information that I entered was found, so I was trying to get that all straightened out.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the online service and sign up. Um, when that pops up, it just means something isn't matching, so I just have to figure out what it is and change it, um, so you can have access.
[CUSTOMER][NEUTRAL] Well, with me it could be anything. I, I, I just, I just changed my address so it probably that because because this actually came to my old address that I was using, but when I did change it it still gave me the same message so I don't know what's wrong so I figured I just better talk to a human and determine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can definitely help you. I'll be more than happy to. And um, [PII], may I have a good contact number in case we're disconnected and then um your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my policy number is 02572674.
[AGENT][NEUTRAL] OK, hold on. I was typing and it didn't type. Can you repeat the policy number for me? I'm sorry.
[CUSTOMER][NEUTRAL] Absolutely 025.
[CUSTOMER][NEUTRAL] 726
[CUSTOMER][NEUTRAL] 74.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] All right, um, date of birth should be [PII]. I think my email should be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that right? Is that what you have?
[AGENT][NEUTRAL] Yes, that's what I have.
[CUSTOMER][NEUTRAL] OK, and then the mailing address you should have, which I'd like to change if we can, is [PII].
[AGENT][NEUTRAL] OK, so that might be what it is. The address on file we have is in [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Is that what it's supposed to be?
[CUSTOMER][NEUTRAL] Well, that's definitely wrong. Yeah, it's definitely wrong. I, I think that's my, I think that's my girlfriend's uh address somehow. I don't know how to get mixed in there, but anyway, um, so I'd like to give you my new address.
[AGENT][NEUTRAL] Oh, it's wrong, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] And that should be, uh, OK, that should be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I gotta, I gotta write it. I can't, I was never good at spelling out loud.
[AGENT][NEUTRAL] Is it [PII], is it [PII]?
[CUSTOMER][NEUTRAL] I think it's uh uh [PII] I can spell it fine if I write it down. I cannot spell it out loud. I don't know why. Something in my brain.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then that's uh [PII] is the zip.
[AGENT][NEUTRAL] OK, so [PII]. Well, hold on, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, hold on one moment, let me see that.
[CUSTOMER][NEUTRAL] That's it. Alright, so now I should be able to log in now that you got that straight for me.
[AGENT][NEUTRAL] Yes, after I save it 1233. OK.
[AGENT][POSITIVE] The email was right.
[AGENT][NEUTRAL] If it doesn't come up metery, what, what other city can would it come up as?
[CUSTOMER][NEUTRAL] It should come up [PII] should be [PII]. I don't know what else it would be.
[AGENT][NEGATIVE] It's just giving me an error residential zip code or city not found. um.
[CUSTOMER][NEUTRAL] I don't know if there's anything else it would be.
[AGENT][NEUTRAL] [PII]. OK. I just want to make sure I had the the zip code correct with the zeros. Hold on.
[CUSTOMER][NEUTRAL] Right, right. I always do that too. I, I, well, I, I know the type of 7 and then I hit 123, and then type 3.
[CUSTOMER][POSITIVE] I, I'm, I'm learning to do it myself.
[AGENT][NEUTRAL] Oh, I see. I, I knew, I thought it was two Is there, OK, so it's MET.
[AGENT][NEUTRAL] A I R I.
[CUSTOMER][NEUTRAL] [PII] no, M E T A R [PII] E.
[CUSTOMER][POSITIVE] You made it extra fancy.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should be able to um log in now.
[CUSTOMER][NEUTRAL] OK, I click
[CUSTOMER][NEGATIVE] Yeah yeah it didn't, it didn't come.
[CUSTOMER][NEGATIVE] It didn't get here.
[CUSTOMER][NEGATIVE] And it says it's asking me for my member ID, not my policy number. What number would that be? The payer, pay your ID?
[AGENT][NEUTRAL] Um, your full social.
[CUSTOMER][NEUTRAL] OK, OK, that's what I put in.
[CUSTOMER][NEGATIVE] Uh, shucks.
[AGENT][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] It's still doing it. I'm gonna give it a few minutes maybe just didn't update yet.
[AGENT][NEUTRAL] Let me try, hold on one second.
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] And you're using, I'm an individual on step one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me make sure we have the
[CUSTOMER][NEUTRAL] And do you see my social? Do you see my social on your screen?
[AGENT][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] All right, it should be [PII]. Is that right?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Yes, that's that's what we have here. Let me go through it on my end. And the spelling of your last, I just want to go ahead.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] How about
[CUSTOMER][NEUTRAL] That's what I was about to ask you, because that's a complicated thing. So my spelling should be [PII]
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] So that's correct. I'm trying it on my end. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm mm, something's not right. Hold on one moment, OK? Let me try to figure this out. OK, hold on one second. Do you mind if I place you on hold?
[CUSTOMER][POSITIVE] OK. Thank you so much. Thank you.
[CUSTOMER][POSITIVE] Uh, not at all. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What now?
[AGENT][NEUTRAL] Oh, I figured it out. It's the junior.
[AGENT][NEUTRAL] Because watch this.
[AGENT][NEUTRAL] I watch it.
[AGENT][NEUTRAL] Yeah. I figured it out. OK, hold on.
[AGENT][NEUTRAL] OK. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thanks so much for holding. I apologize for that wait. So as soon as I went on hold, I figured out what it was. In the last name [PII] on our end, your last name also has [PII]. Do you want that [PII] there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, my dad's passed on, so I don't really require it.
[AGENT][NEUTRAL] OK, because we, we were entering when we were um signing up, I was just putting the last name. I didn't even know, I didn't even think about the [PII] there. So that's why the
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah, um, I, I don't know, I guess, um.
[CUSTOMER][NEUTRAL] Let me see on my driver's license what it says. I'm sure it says [PII] on my license, so I guess maybe I should have it on there.
[AGENT][NEUTRAL] If you want to keep it, that's fine, just in the last name [PII] after your last name.
[CUSTOMER][NEUTRAL] Like I say,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'll do that. I'll just keep it, just leave it be, and I'm gonna keep it because it says that on my license, like I said, my dad's passed on, so it shouldn't be an issue. yep there we go. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, you're clearly very good at your job. I appreciate you.
[AGENT][POSITIVE] Well, thank you very much.
[CUSTOMER][POSITIVE] All right, darling. Take care.
[AGENT][POSITIVE] I appreciate you. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.