AccountId: 011433970860
ContactId: 1e279a85-6155-4e88-8550-cb7dcf68c133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487600 ms
Total Talk Time (AGENT): 153722 ms
Total Talk Time (CUSTOMER): 169799 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/1e279a85-6155-4e88-8550-cb7dcf68c133_20250124T20:33_UTC.wav
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[CUSTOMER][NEUTRAL] Sorry hold on one moment please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. I need to create an, an account, uh online account, and we need to update the email in the in the system, and my husband is here with me because he's the primary uh holder, the primary card holder, so he needs to authorize to enter the email.
[AGENT][NEUTRAL] OK, I can help you with the online service center. First, can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And the phone number [PII]?
[AGENT][NEUTRAL] Alright thank you and what is the policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have the, well, yes, I do. Policy number is 82419432.
[AGENT][NEUTRAL] OK, let me look that policy up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, that policy not pulling up for me.
[AGENT][NEUTRAL] Social security number.
[AGENT][NEUTRAL] Why
[CUSTOMER][NEUTRAL] Yes, let's go by the social. It's [PII].
[AGENT][NEUTRAL] Let me look that up real quick.
[AGENT][NEUTRAL] OK, that social security number is not pulling up in my system either. Are you sure your policy is with American Public?
[CUSTOMER][NEGATIVE] I am sorry, but I can barely hear you. You're like breaking up.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Do you hear me?
[AGENT][NEUTRAL] Yes ma'am, can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, let me give you my husband.
[AGENT][NEUTRAL] Can you hear me? OK. So,
[CUSTOMER][NEUTRAL] Yes, let me give you my husband's social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you repeat that?
[CUSTOMER][NEUTRAL] I know, I, I can't.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 53
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, what is your husband's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you said [PII] is there with you, is that correct?
[CUSTOMER][POSITIVE] Yes, it's correct. You can talk to her regarding this situation, ma'am. Thank you very much for helping.
[AGENT][NEUTRAL] OK [PII], I'm gonna need for you to verify some information for me real quick for security reasons. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that you have on the policy with us?
[CUSTOMER][NEUTRAL] OK. My email address is [PII]. And my physical address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you so much sir I appreciate you verifying the information for.
[AGENT][NEUTRAL] For me?
[CUSTOMER][POSITIVE] Thank you very much. You don't need me anymore, right?
[AGENT][NEUTRAL] All right, and I
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] Thank you have a nice day.
[AGENT][POSITIVE] Thank you, sir. You too.
[AGENT][NEUTRAL] OK, hi, this is to thank you for getting him to verify the information with me. So Miss [PII], can you please um let me know what is the uh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Email address you wanted to update the policy for?
[AGENT][NEUTRAL] You said you needed a new email?
[CUSTOMER][NEUTRAL] His email
[CUSTOMER][NEUTRAL] No, is that, uh, there is no email on file. We, uh, I, I don't know really, but he needs to authorize, so I want his email [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] ML.
[CUSTOMER][NEUTRAL] After at is ML and then Rivero again R I B E R O.com.
[AGENT][NEUTRAL] [PII]. OK, let me add that into the policy for you guys.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And uh with that, I'm going to be able to create my account.
[AGENT][NEUTRAL] Yes, yes, you have to have the policy, uh, the email address. You're correct.
[CUSTOMER][NEUTRAL] OK. And on the Social Security or member ID they told me that that I have to use his social.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that email address added um I'm going to need the cell phone number.
[AGENT][NEUTRAL] We need to update that too.
[CUSTOMER][NEUTRAL] The cell phone number you can use [PII].
[AGENT][NEUTRAL] OK, let me add that in [PII].
[AGENT][NEUTRAL] OK. I think I've got it. Let me make sure it took and uh and held it for us.
[AGENT][NEUTRAL] Yes it did try to get into the online service center now with the new updates.
[CUSTOMER][POSITIVE] OK, I got it perfect.
[AGENT][POSITIVE] Good yay we did it. OK, well, I'm glad I was able to help you today.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. Thank you.
[AGENT][POSITIVE] You're very welcome. You have a blessed weekend and thanks for calling APL. You guys take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.