AccountId: 011433970860
ContactId: 40d70a31-26a2-4fe9-8ab2-c790cef33b69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311049 ms
Total Talk Time (AGENT): 90005 ms
Total Talk Time (CUSTOMER): 168713 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/40d70a31-26a2-4fe9-8ab2-c790cef33b69_20250519T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, I was trying to log into the uh secured. [PII], um, as a new user, um, so I can, um, download my card. Um, I punch in my information but then it says no user found with the information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it says here persist to call you guys.
[AGENT][POSITIVE] OK, I can assist you.
[AGENT][NEUTRAL] OK, sure, no problem. All right. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, no, I didn't cause I, what happened, I, I realized I had never gotten the cards, I think you know, when I got lost in the mail or something, and, um, so when I called to talk to the lady before, she said, well, we can look it up with your social security number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So I gave her that and and she so she was like I said, well, like is there any way I could get my card quicker um she said well you can log in to um that site and you'll be able to punch in. She's like click on new user that you're individual with the policy and punch in your information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I did that and says no person found that information. I'm like, oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK. Let, let's get you in. Mhm. Yes. Uh, let me have the Social Security and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] So then
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And callback number [PII].
[CUSTOMER][NEUTRAL] This is my office number [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] All right. So let me have your date of birth for security.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] OK, so that is matching. Let's see what else we have.
[AGENT][NEUTRAL] Um, the mailing address on file.
[CUSTOMER][NEUTRAL] Uh, [PII], that's [PII].
[AGENT][NEUTRAL] OK, so that is correct and the email address that you're trying to use.
[AGENT][NEUTRAL] To register.
[CUSTOMER][NEUTRAL] It was [PII], so I don't know if maybe they use my work email address or I gave them my personal email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like we have your work email, so that's probably the reason it's not letting you in.
[CUSTOMER][NEUTRAL] Ah, maybe that's.
[AGENT][NEUTRAL] Uh, do you want me to change that or do you wanna try with that email?
[CUSTOMER][NEUTRAL] OK, let me change that up.
[CUSTOMER][NEUTRAL] Let me, I, I'm still in that login site, so let me see I have to punch in my work address. This is that.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] I was wondering, I'm like, hmm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Oh come on, running out of spaces.
[CUSTOMER][NEGATIVE] Uh, such a long game running out of spaces here.
[CUSTOMER][NEUTRAL] Uh, let me just clear you all out.
[CUSTOMER][NEUTRAL] Just start over
[CUSTOMER][NEUTRAL] Us. Rogers.
[CUSTOMER][NEUTRAL] Uh yes, let me go to the next screen. That was it. It was the work email address.
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] I think that's it. I think I can move forward from this point on.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today before I let you go?
[CUSTOMER][NEUTRAL] Uh, not right now.
[AGENT][NEUTRAL] Well, let me, you know what, let me give you.
[CUSTOMER][NEUTRAL] I think I can get it from.
[AGENT][NEUTRAL] Let me give you your policy number just in case you need it, OK?
[CUSTOMER][POSITIVE] Oh, thank you so much. Yes, yes, please.
[AGENT][NEUTRAL] You're welcome. Alright, the number is 213.
[AGENT][NEUTRAL] 77.
[CUSTOMER][NEUTRAL] 213.
[CUSTOMER][NEUTRAL] 77
[AGENT][NEUTRAL] 88.
[CUSTOMER][NEUTRAL] 882137788
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh thank you, thank you.
[AGENT][POSITIVE] You're welcome. You have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you, bye bye.