AccountId: 011433970860
ContactId: 31ee2032-86f0-4701-833c-bf956c7bd45d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286019 ms
Total Talk Time (AGENT): 102780 ms
Total Talk Time (CUSTOMER): 80805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/31ee2032-86f0-4701-833c-bf956c7bd45d_20250224T19:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yes, I was trying to register online and keep saying oops, there seems to be a problem.
[AGENT][NEUTRAL] OK. I can assist you with that. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, one second, let me pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, 252-596-8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Uh, mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the city, state, and zip code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, OK, I'll start [PII].
[AGENT][NEUTRAL] OK, and I'm thinking um is the email address because we have a Gmail account or a Gmail email.
[CUSTOMER][NEUTRAL] Should should I use Gmail instead of?
[AGENT][NEUTRAL] Well, that's what we have in the system, so it could keep you from setting up on the online service center or getting an error message.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Is it [PII] or [PII]?
[AGENT][NEUTRAL] I see [PII].
[CUSTOMER][NEUTRAL] But yeah, that's not it.
[AGENT][NEUTRAL] So it's [PII]?
[CUSTOMER][NEUTRAL] I, I mean
[CUSTOMER][NEUTRAL] Oh, I have one that's [PII], but I don't have a [PII]. Like I have a.
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII].
[AGENT][NEUTRAL] OK, which one would you prefer?
[CUSTOMER][NEUTRAL] I would use [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] 3. OK, I would say try now and see if that works because it could be because we had a different email address in our system.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Alright, give me one second. I gotta put everything back in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Nope, it's still popping up with uh oops there seems to be a problem.
[AGENT][NEUTRAL] OK, let's see what else is.
[CUSTOMER][NEUTRAL] can number?
[AGENT][NEUTRAL] And you, are you using your social when setting up?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and give me a second.
[AGENT][NEUTRAL] Uh, verify your social and make sure we have it correct, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] See and [PII], OK, let me.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] All right, let's try it that way because maybe that could be it.
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK, good. I was like, I don't know what else is gonna happen.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] Or is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] I think that's it. Thank you very much.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.