AccountId: 011433970860
ContactId: 219a7286-0872-4365-9699-2a5f62ab51dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114319 ms
Total Talk Time (AGENT): 38120 ms
Total Talk Time (CUSTOMER): 62897 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/219a7286-0872-4365-9699-2a5f62ab51dd_20250124T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi good afternoon uh I was trying to create an account, uh, for myself, but since my husband is the policy holder, uh, and we do not have an email, um, saved in the system. I was not able to log in and they told me that I need to call with him on the line so he authorized to enter the email um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] Yeah definitely so we just need to add an email to your account uh so that y'all can create an online account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, but they told me that it cannot be mine, that it has to be his email because he is the cardholder.
[AGENT][NEUTRAL] It can be your email it just has to we have to talk to him to add it.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Does that make sense? Yeah, definitely we just since he's the policy holder we just have to verify that it's OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] Yeah, anyways, I'm gonna put him that that because I don't check my email with that frequently so, but yeah, let, let me just, let me get him, OK? Just one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, what was your name? I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, mine and [PII], just one second.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] I know, he just has to a meeting now.
[CUSTOMER][NEUTRAL] OK, OK, I guess I'm gonna have to call back, OK?
[AGENT][NEUTRAL] Uh oh, OK, um, well, we're open until [PII] central time, so whenever you're able to just give us a call.
[CUSTOMER][POSITIVE] No problem. OK, thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye.