AccountId: 011433970860
ContactId: 2a0c2ddf-3e3c-42ed-855b-955f19276c91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212360 ms
Total Talk Time (AGENT): 87896 ms
Total Talk Time (CUSTOMER): 103582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2a0c2ddf-3e3c-42ed-855b-955f19276c91_20250519T22:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Hey, yes, ma'am. I was calling because I just received my card in the mail and I was trying to set up my, my online service account. um, but it's telling my information and I'm answering it wrong.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh no, OK. All right. Um, I can help you with the online service center. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am. Uh my first name is [PII], last name [PII], and a good call back number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is your policy number that you're showing on your card?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes ma'am it's 02625429.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] Um, the address is [PII] and the email address is my first and last name [PII].
[AGENT][NEUTRAL] OK, we have a different email address for you. That's why it's giving you troubles. Um, it's another Gmail address.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Uh, is it?
[CUSTOMER][NEUTRAL] It maybe is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am. So in order to use the online service center, you have to have the same information that we have. So you'll need to use that email address when you sign up for it.
[CUSTOMER][NEUTRAL] OK, that's what it is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yes ma'am, and then that really that should be that should be it there. I, I believe that's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. OK, well.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Um, well, I'll go ahead and do that, and if I have any additional, you know, run into any other problems or anything, I'll give you guys a call back.
[AGENT][POSITIVE] OK, that sounds perfect, Ms. [PII]. And there's nothing else that I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, well, well, ma'am, uh, what I did, well, is it showing my coverage, um, in effect? Well, it does have the [PII] on here, effective date is [PII], OK.
[CUSTOMER][NEUTRAL] OK, well, yeah, I think that's that's it. I'm setting up my account now.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes ma'am, and I do show that your policy is active effective [PII].
[CUSTOMER][POSITIVE] OK, perfect, yes ma'am, thank you so much.
[AGENT][POSITIVE] You're very welcome and thank you for being an APL customer we're glad to have you. I hope you have a wonderful night and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] You're welcome. All right. Bye-bye, Ms. [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye bye.