AccountId: 011433970860
ContactId: 300fd5fa-88b9-4015-b7d9-9f3d4bbfb099
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540919 ms
Total Talk Time (AGENT): 184733 ms
Total Talk Time (CUSTOMER): 306752 ms
Interruptions: 7
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/300fd5fa-88b9-4015-b7d9-9f3d4bbfb099_20250408T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yes, hello, I was, um, signing into your website because I was trying to download my new ID cards, but it keeps telling me that they, uh, the information I've input it is, is not recognized.
[AGENT][NEUTRAL] OK, alright, I can help you with the online service center. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Last name [PII] and my number is [PII].
[AGENT][POSITIVE] Thank you Ms. [PII] and if our phone call disconnects, uh, this is a good number to call you back on?
[CUSTOMER][POSITIVE] Yes, yes it is.
[AGENT][NEUTRAL] OK. All right. And what is your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] OK. Can I
[CUSTOMER][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] Can I get your social, and that'll pull in all your policies for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] We're also going to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, my um email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh the cell phone number or the phone number that you gave me to call you back is that your cell phone?
[CUSTOMER][POSITIVE] Yes, yes it is.
[AGENT][NEUTRAL] OK, and, and then one last verification, can you give me your physical address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you very much for verifying that information for me so I see where the problem is um the email address that we have on file is not the same email address that you gave me. Looks like we have your work.
[CUSTOMER][NEUTRAL] Is it the office one?
[AGENT][NEUTRAL] Yes, it looks like it's the work email.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK, is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am, that's it. um, so that's the email address that you'll need to.
[CUSTOMER][NEUTRAL] Uh, OK, OK, let me see if I can go in, yeah, let me try and do that now because I was trying.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me see [PII].
[AGENT][NEUTRAL] And just so you know, my phone is cutting in and out a little bit. Um, so if that happens, um, it, I don't believe it'll hang up on us, but I'll be right back if it glitches on us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's still telling me that the information that I entered based on the informa an account already exists if you have any questions, please call customer service. Oh, because I was doing a new user, so I guess I have to log in.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right, if you've already signed up you don't wanna do the new user.
[CUSTOMER][NEUTRAL] But I don't know oh let me try my my email my must be my username.
[AGENT][NEUTRAL] Let me, um, I'll get in also to see.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, that probably is my user name I would imagine.
[AGENT][NEUTRAL] Yes, um, do you know your username?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Your username is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Maybe [PII].
[CUSTOMER][NEUTRAL] Oh, say that again, [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]? OK. OK.
[CUSTOMER][NEUTRAL] Let me jot that down.
[CUSTOMER][NEUTRAL] That's why I couldn't.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, it's [PII] and it's all lower case.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah, I'm trying to do my, my password, the user name invalid user name or password, so let me just say forgot or reset my password let me see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] It's interesting because my my primary email is my home email and yet the sign in that I is yeah OK let me do this and uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can change your email address to match your home email address if you would like for me to do that.
[CUSTOMER][POSITIVE] OK, yeah, that would be good, yes.
[AGENT][NEUTRAL] OK, OK, I will do that that way everything matches the way it should.
[CUSTOMER][NEUTRAL] 209-486. Yeah, let's do that. OK, let me try it.
[AGENT][NEUTRAL] Because it could throw a wrench in it for us if we don't.
[CUSTOMER][NEUTRAL] OK, let me do this.
[CUSTOMER][NEUTRAL] And it comes from.
[AGENT][NEUTRAL] OK, and it's gonna be the.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm fixing that now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] OK, let's do this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, invalid user name or password what?
[CUSTOMER][NEUTRAL] Let me try this again.
[CUSTOMER][NEUTRAL] And my password.
[AGENT][NEUTRAL] You're doing
[CUSTOMER][NEUTRAL] Um, OK, I think it's gonna work now.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hello [PII]. You can receive clean on a text sent to your phone number.
[CUSTOMER][NEUTRAL] [PII] er yep, a text has been sent to your phone. Please send you the code.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] 289-499.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, so now my ID cards I can download them, right?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK, getting my file.
[CUSTOMER][NEUTRAL] Starting the download.
[CUSTOMER][NEUTRAL] OK, but I can still request that they be sent to my home or no?
[AGENT][POSITIVE] Yes you can. I can order one for you. I let me see um.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Yeah, please, uh-huh.
[AGENT][NEUTRAL] Yes ma'am, let me look real quick about getting you one sent to your home address.
[CUSTOMER][POSITIVE] Perfect. Yes.
[AGENT][NEUTRAL] OK, and then let me give you your uh policy number.
[CUSTOMER][NEUTRAL] Is it on the cards? Is it on the?
[AGENT][POSITIVE] It should be, yes ma'am.
[CUSTOMER][NEUTRAL] Let me see, let me see, um.
[AGENT][NEUTRAL] The new, uh, the 261-144.
[CUSTOMER][NEUTRAL] Is it 002? Yeah, I got it. Yes, yes.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] We'll make sure we get everything for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can do for you before we go?
[CUSTOMER][POSITIVE] No, no, thank you very much for your help. You've been very helpful.
[AGENT][POSITIVE] You thank you for calling [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too you too thank you so much bye bye bye bye bye.
[AGENT][NEUTRAL] All right, bye-bye, ma'am.
[CUSTOMER][POSITIVE] They were very nice.