AccountId: 011433970860
ContactId: 25843da3-2e19-4dbf-9dfc-dbb8beb78b77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258238 ms
Total Talk Time (AGENT): 106481 ms
Total Talk Time (CUSTOMER): 89816 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/25843da3-2e19-4dbf-9dfc-dbb8beb78b77_20250214T21:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Um, hi, I'm trying to log in for the first time and it's telling me no user information is found.
[AGENT][NEUTRAL] OK, I can help you with the online service center, sir. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK. And [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um, it's 02595909.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you give me that policy one more time? I think I wrote something down wrong.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 95909
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you also verify your address, the phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] On the paper, it said [PII], which is incorrect. It somehow made it to my house, but that's not my, that's not the right street street number.
[CUSTOMER][NEUTRAL] It's supposed to be [PII], yeah, you want me to give you the new one?
[AGENT][NEUTRAL] OK. Can I?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh wait [PII] sorry.
[AGENT][NEUTRAL] [PII]. OK, thank you and then what is your um email address sir?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] OK, looks like I
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Looks like I have a work email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you sir. Now is that the address that you were putting in the online service center was the [PII] one that you gave me originally?
[CUSTOMER][NEUTRAL] I tried both. I tried both. Yeah, I tried both.
[AGENT][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] Well, it's probably because the, the address is wrong so let me get in here and change your address and correct that real quick for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna read it back to you, make sure I have it correct.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] No, no, no, it's uh [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So it's [PII], OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yep, OK, just let me in. I just tried it again.
[AGENT][NEUTRAL] And did you want, did you
[AGENT][NEUTRAL] That's what it was. It was.
[CUSTOMER][NEUTRAL] I just tried it again and I, I put, well, it was, it was the work email, but it was, I forgot to put the JR on the end. I read the news that said that I have to put the JR on there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Oh, OK. Yes, sir. That's correct. That's correct.
[AGENT][NEUTRAL] So you're in there now and you're able to, to get through it. That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm putting this stuff in now so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] All right perfect thank you so much ma'am I appreciate your help.
[AGENT][POSITIVE] You're very welcome. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Have a good day, bye.
[AGENT][NEUTRAL] Bye-bye, sir.