AccountId: 011433970860
ContactId: 47193bea-86fd-4cb7-a903-a4836752978d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269890 ms
Total Talk Time (AGENT): 128308 ms
Total Talk Time (CUSTOMER): 93853 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/47193bea-86fd-4cb7-a903-a4836752978d_20250609T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, I received um.
[CUSTOMER][NEUTRAL] A little letter in the in the mail with cards.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] And it's my identification cards and then it says um they always uh also encourage you to register.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] On the secure online service center, I am not able to do that.
[AGENT][NEUTRAL] OK, so you're, you're new to having coverage with APL and you, you tried to set up your profile in our portal but you're not able to?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. Well, I can try and help you with that and who am I speaking with?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number that's on your ID card?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 0263
[CUSTOMER][NEUTRAL] 6806.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please, Miss [PII] to get your information pulled up, and once I do, I will have to verify several things with you first for security. So just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. And then lastly, Ms. [PII], I do need to add an email address on file for you.
[AGENT][NEUTRAL] So what is your email address that you would like?
[CUSTOMER][NEUTRAL] It is my first name.
[CUSTOMER][NEUTRAL] My first name [PII].
[AGENT][NEUTRAL] OK. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so now you should be able to miss. [PII], are you where you can try and set it up while you and I are still on the phone together?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we were missing the email and so for security purposes that's gonna be probably what the reason behind it was.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, OK, um, it says which role best describes you. I would go in the group or insured.
[AGENT][NEUTRAL] You're insured, no, ma'am, insured. Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] Insured, OK. He's 369-67806 Bona next, OK.
[CUSTOMER][NEUTRAL] It let me go it let it go through that time.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, ma'am. So it's tied to your email address for security. So since that was missing, that's why you were getting that. Now, as you move through, it's going to send you um a couple of different security codes that you'll have to enter, and that's, that'll be sent to your email. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you want to finish, how to set it up or do you think you're good?
[CUSTOMER][NEUTRAL] Um, I may be good. It just asked me to enter my email. It was going to send a code. Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and that may take just a couple, you know, minutes for that.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] Oh, I didn't put it right, 36.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you, I think I got it.
[AGENT][NEUTRAL] Oh, OK. Well, if you have any other issues, Ms. [PII], just give us a call back. Is there anything else that I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling [PII]. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.