AccountId: 011433970860
ContactId: 2619c4ed-b960-49fe-b6f1-c51fa1b6e526
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176190 ms
Total Talk Time (AGENT): 48061 ms
Total Talk Time (CUSTOMER): 52448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2619c4ed-b960-49fe-b6f1-c51fa1b6e526_20250606T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. Um, I'm calling because I haven't received my member ID number in the mail yet, but I was trying to log in into my account and create one, but it's been telling me that my information is like incorrect or um it says that this problem persists, so please give you guys a call so I was just following up to see if I can gain access to my account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that'll be the one that I'm calling from [PII].
[AGENT][NEUTRAL] And what's your account number? I'm sorry, what's your policy number?
[CUSTOMER][NEGATIVE] I haven't received one so that's why I'm having an issue. I've been trying to use my social but it's not letting me.
[AGENT][NEUTRAL] Oh, you haven't even gotten it yet?
[AGENT][NEUTRAL] OK, and are you the um are you the primary on the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me see if I can look you up by last name since you weren't able to find it by your social uh what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OR [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me see if I can look you up by your last name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment while I look you up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And what is the address that we have on file for you?
[CUSTOMER][NEUTRAL] Um, I did update it with my employer, so I'm not sure if you have the old one or the new one, but the new one, it should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is the email that we're showing let me see.