AccountId: 011433970860
ContactId: 27e9c065-1ce0-4d81-809c-7f0dbe4f129f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152690 ms
Total Talk Time (AGENT): 50068 ms
Total Talk Time (CUSTOMER): 58013 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/27e9c065-1ce0-4d81-809c-7f0dbe4f129f_20250529T22:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, I am just trying to set up uh my account online. It just keeps saying that I can't find my account.
[CUSTOMER][NEUTRAL] So I was just calling to see if I could work on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your policy number, please?
[CUSTOMER][NEUTRAL] 02581652.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and Miss [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh, date of birth, [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And an email address should be uh [PII].
[AGENT][NEUTRAL] OK, that could be the issue because we do show a different email address in the system.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah, I ran into [PII].
[AGENT][NEUTRAL] Yes, ma'am. Do you want us to change it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, probably, I mean, I don't look at my work email for, you know, my, my insurance stuff usually, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you want to keep this email?
[CUSTOMER][NEUTRAL] Like if I
[CUSTOMER][NEUTRAL] Yeah, that should be fine. It's, it's, let me see.
[CUSTOMER][NEUTRAL] So if I use that work email it should let me in.
[AGENT][NEUTRAL] Uh, yes, ma'am, because that's the one we show in our system. If you were to try to enter a different one than what we have, they probably gave you that error message.
[CUSTOMER][NEUTRAL] Oh, OK, yep, now the not's letting me create my account.
[AGENT][POSITIVE] Awesome. Uh, is there anything else I can assist you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I think that'll be it.
[AGENT][POSITIVE] Awesome well thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thanks so much. You as well.
[AGENT][POSITIVE] Yes, ma'am, thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.