AccountId: 011433970860
ContactId: 4ea30b1a-10c1-4391-bfb3-c06cd6bd1660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 828989 ms
Total Talk Time (AGENT): 174867 ms
Total Talk Time (CUSTOMER): 168677 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4ea30b1a-10c1-4391-bfb3-c06cd6bd1660_20250310T13:08_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how you doing? How are you, ma'am?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm trying to get my ID card cause I lost mine.
[AGENT][POSITIVE] OK, sure, I can assist you with that. And um may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright. May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] Yes, OR.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Yeah I just to eat and go on.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Let me spell that last name one more time because I'm not sure if I got it right, but that was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have another last name with it?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be [PII], first name, last name [PII], which is [PII] and then my second last name will be [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. Yes, but it has two last names we need to put the two last names. If not, it doesn't pull up, but it's OK. I found it.
[AGENT][NEUTRAL] Thank you. All right. And um may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] For the same month.
[CUSTOMER][NEUTRAL] Yes, [PII]. Mailing address will be [PII], and then the email on file should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have your work email.
[CUSTOMER][POSITIVE] Uh, I just want my, um, uh, yeah, I do. The highly I feel like golf.
[AGENT][NEUTRAL] Yes, yes, that's the one we have. OK. Yes, and you need this to be sent out by mail?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, to, to, to my email, um, and I, I need you guys to send it to my email because um I had just disconnected the line and I make the same request to the other operator, but I guess I'm not getting the email to my personal email.
[AGENT][NEUTRAL] Your
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] OK, so uh
[CUSTOMER][NEUTRAL] I need to send to my personal agent.
[AGENT][NEUTRAL] You need to send to your personal email. OK. All right. So you said the personal email is the same one as your work. The only difference is that instead of um your work it's gonna be [PII]?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, but it's the same for my [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, OK, perfect. OK, do you mind holding for me while I send this out to you right now? I got you on the on the line.
[CUSTOMER][POSITIVE] All right thank you appreciate it.
[AGENT][NEUTRAL] You're welcome, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send um that over. Do you wanna check and see if you got it?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Yeah, we haven't gotten anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just give it a minute or two.
[CUSTOMER][NEUTRAL] You have [PII]?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because we're checking the spam, the junk, and the inbox, and we haven't gotten anything yet.
[AGENT][NEUTRAL] Yeah, sometimes it takes a minute to go out of our system. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, I think we just got it right now.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] All right, can you open it?
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything I can help you today?
[CUSTOMER][NEUTRAL] And online. Um, I don't have access online to enter my account online.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Um, have you tried to register or is, you already registered?
[CUSTOMER][NEGATIVE] I, I think I'm trying to register. Well, every time I put my information, like nothing comes up.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] More than likely it's because of the of the email. Um, are you using your work email?
[CUSTOMER][POSITIVE] Yeah, I have to use my working. OK, perfect. I'll try that way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Oh, and you already have an account, um, Mr. [PII], you do have an account, so it's not gonna let you register. I just opened it and it looks like you had a different email back then. So, um, let me go ahead and give you your username and you can just change your password, OK? And you can change that email once you're in.
[CUSTOMER][POSITIVE] All right, sounds good. Have a good day, ma'am.
[CUSTOMER][NEUTRAL] I have an account.
[CUSTOMER][NEUTRAL] And why you sent me.
[CUSTOMER][NEUTRAL] OK, what's my username?
[AGENT][NEUTRAL] Um, it's gonna be your first name, the numbers [PII].
[CUSTOMER][NEUTRAL] So my first name [PII].
[AGENT][NEUTRAL] Yes, the first name and, yes, all in lower cases.
[CUSTOMER][NEUTRAL] And then, OK, it doesn't have an underscore, right?
[AGENT][NEUTRAL] No, it's just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you have your email set up as [PII].
[CUSTOMER][NEUTRAL] I don't have that email anymore.
[AGENT][NEUTRAL] You don't have that email. OK, let me see if I can change that really quick, one moment.
[CUSTOMER][NEUTRAL] Just.
[AGENT][NEUTRAL] You want me to put the iCloud on this one?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. OK, I went ahead and change that as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I think that's all you cover it all. Appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Yeah