AccountId: 011433970860
ContactId: 1e57effa-6aa3-4ae2-ac77-bf6946eca6f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225130 ms
Total Talk Time (AGENT): 71133 ms
Total Talk Time (CUSTOMER): 148979 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/1e57effa-6aa3-4ae2-ac77-bf6946eca6f8_20250210T22:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, my company uses APL and we just started. I'm trying to sign up as a new user, but it's not allowing me to input my information, um, and it says to contact customer service is something that you can help me with?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, yes, I can assist you with that. Um, more than likely one of the information that you're putting in is not matching with our system, so let me check on that for you. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Yeah, I can tell you that's, that's, uh, that's what it's, it's pretty remarkable.
[CUSTOMER][NEUTRAL] My name is [PII], and you can reach me at [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 02593899.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But I think that was it. I did, I did go to um.
[CUSTOMER][NEUTRAL] I want
[CUSTOMER][NEUTRAL] I'm going through this, um, I, I did see.
[AGENT][NEUTRAL] OK, and Miss [PII], for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I need to verify your mailing address and email address.
[CUSTOMER][NEUTRAL] Um, mailing address is [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] I'm not sure which one it's listed if it's listed under my personal or my work email address.
[AGENT][NEUTRAL] What is your personal? Let me check and see if this is your personal.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, we have the [PII]. Is that the one you're trying to use?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] No, I thought it wanted my um work one. That's why it's not working. OK.
[AGENT][NEUTRAL] OK, you want to try it while you got me on the line?
[CUSTOMER][NEUTRAL] Yeah, if you don't mind, just give me one second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, no, I don't. Go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We, it's the customer service so.
[AGENT][NEUTRAL] Or you need to go all the way out and start over again because it comes out.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEGATIVE] I didn't change the order of nothing.
[AGENT][NEGATIVE] If you try to put it now again, it's just not gonna take it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So, I'm an individual.
[CUSTOMER][NEUTRAL] Um last name.
[CUSTOMER][NEUTRAL] The my social. I, I can, please. Thank you.net.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry, so I type slow.
[AGENT][POSITIVE] Yeah it's OK. No, don't worry.
[CUSTOMER][POSITIVE] Oh, I got it. I'm in. Thank you. I appreciate your help.
[AGENT][POSITIVE] OK, OK, you're welcome. No problem. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm bye.
[CUSTOMER][POSITIVE] Not right now. I appreciate it though. You too. Bye.
[AGENT][POSITIVE] OK, well, you have a good afternoon, Ms. [PII] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] I see that.