AccountId: 011433970860
ContactId: 29a08abf-d1c7-4ca9-91be-1b747f596758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302649 ms
Total Talk Time (AGENT): 97713 ms
Total Talk Time (CUSTOMER): 74365 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/29a08abf-d1c7-4ca9-91be-1b747f596758_20250520T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] How you doing [PII] this is [PII]. I'm calling because I'm trying to um set up the portal, but it keeps saying that um no user is found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm not sure if my if my uh billing address or everything is uh correct. I just wanna make sure.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] So I don't have the policy number, but I can give you my social.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment while I look that up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and phone number.
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, zip code [PII].
[AGENT][NEUTRAL] And is the number the same as the one you're calling me on?
[CUSTOMER][NEUTRAL] You said the address and what else again?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so when you tried to get on to the uh OSC account, what email were you using?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I see what the problem is. We just forgot we spelled [PII] and we forgot one of the R's. So let me fix that real quick for you.
[CUSTOMER][NEUTRAL] Still have
[AGENT][NEUTRAL] And see if that helps.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah it looks like we just had it in here wrong so it's [PII].
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like that was on our end that we just the address was spelled wrong. um, let me update that real quick.
[AGENT][NEUTRAL] And you might just want to give it a couple of minutes for it to, for them to talk to each other, um.
[AGENT][NEUTRAL] That should be it, and let me, I can double check it for you in just a second too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, if you wanna go ahead and try it while we're on the phone you're more than welcome to um but it is showing on my end that it has been updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK let me reset it.
[CUSTOMER][NEUTRAL] User
[CUSTOMER][NEUTRAL] Uh, an individual with
[CUSTOMER][NEUTRAL] Your policy
[CUSTOMER][NEUTRAL] Now for the social security number, do I have to have it spaced out or does that have to be all together?
[AGENT][NEUTRAL] I've heard it go, I've, I've heard it go with either. Um, sometimes it's finicky, but I've heard it'll do either way.
[CUSTOMER][NEUTRAL] The it doesn't matter.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Looking at it, I wouldn't put the spaces in there just because it looks like it'd be unnecessary.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, now.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, that's great. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, not at all. I appreciate it.
[AGENT][POSITIVE] Great, any time. Thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye.