AccountId: 011433970860
ContactId: 45db0a3d-afea-4e0f-a6ba-be32cd036a9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132910 ms
Total Talk Time (AGENT): 43581 ms
Total Talk Time (CUSTOMER): 33219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/45db0a3d-afea-4e0f-a6ba-be32cd036a9d_20250605T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I'm trying to set up an online account and I'm getting an error.
[AGENT][NEUTRAL] OK, is it for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes I do um it's 02597709.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, it looks like we don't have an email on file for your account. Um, do you want to set that up? Because you'll need that to set up your account.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's your email?
[CUSTOMER][NEUTRAL] It's um it's [PII].
[AGENT][NEUTRAL] OK, no [PII] between your first and last name, correct?
[CUSTOMER][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you at your computer or on your phone to check it? You'll have to create a new account.
[CUSTOMER][NEUTRAL] Yes, let me see, I'm on the screen now. OK, yeah, it looks like it took that now.
[AGENT][NEUTRAL] OK, yeah, it's just we have to have the email on file so um if you have any issues at all just give us a call back and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.