AccountId: 011433970860
ContactId: 478caf37-5f80-443a-87b6-d26247d36676
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526539 ms
Total Talk Time (AGENT): 206179 ms
Total Talk Time (CUSTOMER): 119617 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/478caf37-5f80-443a-87b6-d26247d36676_20250204T15:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is uh [PII]. Um, I do have my wife on the phone too. Um, we're calling to try to get um access to our online stuff so we can see, you know, our discipline and stuff like that.
[AGENT][NEUTRAL] OK. What is your policy number, please, sir?
[CUSTOMER][NEUTRAL] Uh, we don't even know that also we haven't got anything in the mail with it on with it.
[AGENT][NEUTRAL] OK, one moment please, Mr. [PII], one moment.
[AGENT][NEUTRAL] And please spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] And may I have your date of birth to start?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify your complete mailing address.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Verify your complete mailing address.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, and your phone number please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], we have a different number on file.
[AGENT][NEUTRAL] Um, do I need to update that number for you? We have a different number on file for you.
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] OK, so update that right, thank you. And the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK. Thank you. And you stated that you have your wife on the policy as well. If you could verify her name and date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] I go back. It's um [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for the verification process. OK, we have her on the policy as well. Now it shows that your policy began as I'm sorry, your policy began as of [PII], so I can provide you your policy number and you also wanted access to the online service center. So in order to do that, Mr. and Mrs. [PII], I need to update your phone number first because all the information has to match.
[AGENT][NEUTRAL] And again, you said you want your number to be [PII]. Is that right, please?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so let me.
[CUSTOMER][NEUTRAL] And can, can she have hers her number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I said, or is it gonna be separate like or we both have to like if she goes on the online she has to get my number and also.
[AGENT][NEUTRAL] Well, since you are the policy holder, um, it will be your information that you enter in. So do you want the 9315 or like I said we have a different number on file maybe your wife's number. I'm not sure, but we have a different number on file.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] OK, yeah, the 9315 keep this at.
[AGENT][NEUTRAL] OK, so update that. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I can provide you your policy number, which you'll have the same policy number.
[AGENT][NEUTRAL] Um, once you have access to the online service center, you'll be able to view your policies.
[AGENT][NEUTRAL] And also you should be receiving an ID card in the mail.
[AGENT][NEUTRAL] But let me give me one second here, let me just try to update this number real quick so you're able to access the online service center, OK, give me one moment. Can I place you on hold you guys on hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am. Yes.
[AGENT][POSITIVE] OK, thank you both. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Good morning [PII]. Hey, this is [PII]. I'm, I am trying to do this on my own. I'm trying to see if I can remember, but I, I need some assistance. I am trying to, I am trying to update a phone number in a member's, um, policy. I and I forgot the screen to do it. I'm so sorry, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you're totally fine. It's Q C U D A T.
[AGENT][POSITIVE] C U G A T, my gosh. Oh my gosh, girl, let me see real quick. Oh cool dad. Oh, OK. Thank you so much. OK, you have a great day. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye. Bye bye.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 15.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] OK, thank you both so much for your patience. I was able to update the phone number for you.
[AGENT][POSITIVE] Are you guys there? I'm so sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, thank you both, thank you. OK, so the website that you'll need to visit in order to create an account and again Mr. [PII], it'll have all of your information um as far as the phone number and the email address, OK? And that website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and that website is secured.
[AGENT][NEUTRAL] [PII] yes ma'am [PII].
[CUSTOMER][POSITIVE] Secured
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And no, it's just [PII].
[CUSTOMER][NEUTRAL] OK yeah that's not it.
[CUSTOMER][NEUTRAL] OK, it has a black and white.
[CUSTOMER][NEUTRAL] Toable because I have [PII], but when I pull it up, it says [PII].
[AGENT][NEUTRAL] Yes, that's, that's, we are [PII], yes ma'am, that's the website you'll need to visit, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]ight.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, and can I get that um member number please?
[AGENT][NEUTRAL] The policy number is 257-4655.
[CUSTOMER][NEUTRAL] OK, 257-465-5.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Yes, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome. You're welcome. Thank you both and you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Yes ma'am, thank you.