AccountId: 011433970860
ContactId: 321099af-72ad-4bcf-b464-7621a74995c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234750 ms
Total Talk Time (AGENT): 79625 ms
Total Talk Time (CUSTOMER): 115727 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/321099af-72ad-4bcf-b464-7621a74995c4_20250513T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I um
[CUSTOMER][NEUTRAL] I have a cancel policy there and I sent in the claim.
[CUSTOMER][NEGATIVE] I was trying to get the status of it, but the last time I called the girl gave me the link to set up my portal which I've been working on all morning and I can't. I put in all the information as a new.
[CUSTOMER][NEUTRAL] A new customer and it will not accept it, so I'm not sure if there's something wrong with your portal.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh 736-888 is 200 in front 736888.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You know, I don't like to call. I just wanna be able to get on the porch of myself. I don't know what to do.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Could you verify your date of birth for me and your full name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, and then lastly, do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. OK, let's see what's going on here. Let me get that pulled up.
[AGENT][NEUTRAL] OK, so you're on our portal and you're going to um I'm a new user or new user tab, correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] And I'm an individual.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Then you'll need to enter your last name.
[AGENT][NEUTRAL] Social Security number.
[CUSTOMER][NEUTRAL] Oh, it's last name first. I've been OK, hold on one second because I've been putting in first name and then so last name first. I'll keep going.
[AGENT][NEUTRAL] Just your last name.
[AGENT][NEUTRAL] Yeah, just your last
[AGENT][NEUTRAL] Yeah, just your last name. You don't need your first name.
[CUSTOMER][NEUTRAL] Oh, OK, and what else? Keep going.
[AGENT][NEUTRAL] Social uh your social security number, full social security number.
[CUSTOMER][NEUTRAL] No dashes, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No dashes, OK, keep going.
[AGENT][NEUTRAL] And then your zip code?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then your email address, the one that you just provided to me, full email address.
[CUSTOMER][NEUTRAL] OK, uh-huh.
[AGENT][NEUTRAL] And then your date of birth.
[CUSTOMER][NEUTRAL] OK. I, I think it's the name. Now I know what where the problem was. I was put in [PII], my first and last name, and then, OK, so I just need to put in my last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, just your last name.
[CUSTOMER][NEUTRAL] Alright, so I'm gonna go on the portal. Mhm.
[CUSTOMER][POSITIVE] Yeah, I really want to set up the portal, so I'm gonna go on it, OK?
[AGENT][POSITIVE] OK, perfect. Anything else I can help with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, one more thing, the, um, email address to the porter, oh, it's secured, are secured what again?
[AGENT][NEUTRAL] Uh, the address is secured, well, for this website [PII], but when you enter the email address, you need to enter your d [PII].
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] OK, but to get on the site is secure. Am [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Um, [PII]. All right, great, great. Thank you. I appreciate your help. I appreciate it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][POSITIVE] Yes, thank you.