AccountId: 011433970860
ContactId: 4b52b981-5791-4603-972f-6b7ba0243379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287089 ms
Total Talk Time (AGENT): 85498 ms
Total Talk Time (CUSTOMER): 147959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4b52b981-5791-4603-972f-6b7ba0243379_20250305T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hey, yeah, um, I talked to someone yesterday and I'm trying to get logged in, uh, to set up, uh.
[CUSTOMER][NEUTRAL] On the computer
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEGATIVE] Um, yeah, and it's not worked.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she told me once I got back to my computer today to try and if it didn't work give a call back.
[AGENT][NEUTRAL] OK, uh, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I've got a couple of them with y'all, um, it's.
[AGENT][POSITIVE] just one so I can make sure we get your correct information. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 472-533.
[CUSTOMER][NEGATIVE] She was supposed to have corrected something they had uh done in my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth and mailing address, please.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK. Well, uh,
[AGENT][NEUTRAL] It could be because your husband is showing as the policyholder on the plan, so it would need his information as far as the social, um, well, I show that email address in our system. OK.
[CUSTOMER][NEUTRAL] She said something about that.
[CUSTOMER][NEUTRAL] No, that's what I've got in here.
[CUSTOMER][NEUTRAL] Yeah, no, that's what I'm putting in here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your mailing address.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, it should be uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yesterday when I talked to them, uh, they had to put for some reason on y'all and it had a like a forward slash in between the crystal and the Flo Floyd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they uh supposedly fixed it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify your husband's social, make sure we have that correct?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment, let me look somewhere else.
[AGENT][NEUTRAL] Um.
[AGENT][NEGATIVE] I'm not sure why it's not working. Um, oh, what about when you put in the last name? Are you put in just Floyd?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, cause we're showing that he is.
[CUSTOMER][NEUTRAL] Am I supposed to be at something different.
[AGENT][NEUTRAL] We're showing that he's the 3rd, so I guess um.
[CUSTOMER][NEUTRAL] Oh, he, he is, so y'all got it as the 3rd in there.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so do you, how do y'all have it set up? Is it 2, uh, 31s or 3 Is?
[AGENT][NEUTRAL] Three eyes.
[CUSTOMER][NEUTRAL] Or 33 eyes, OK.
[CUSTOMER][NEUTRAL] Capital or lower?
[AGENT][NEUTRAL] Uh, capital, yeah.
[CUSTOMER][NEUTRAL] Doesn't matter
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That could be the reason why.
[CUSTOMER][NEUTRAL] There we go. That's probably, that's probably the reason. Well, I mean, there's nobody left, so, you know, unless if it's something major, we just always say take [PII], you know, we don't do the 3rd anymore. The 1st and 2 are dead, you know, so.
[AGENT][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But, OK. Well, now it's got me to where I need to be.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] Alright, good deal. So I'll create my account now and uh so I'm good. Let me, let me make my little, little note on that.
[AGENT][NEUTRAL] All right, Ms
[CUSTOMER][NEUTRAL] 48 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well thank you ma'am.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.