AccountId: 011433970860
ContactId: 516f6736-1e89-4fff-ae94-41d93ea0205d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224080 ms
Total Talk Time (AGENT): 91362 ms
Total Talk Time (CUSTOMER): 64164 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/516f6736-1e89-4fff-ae94-41d93ea0205d_20250305T20:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling because I'm trying to um log in as a new user for the uh online service center and it says that I need to call you guys.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], can you please give me your policy number and I'll be able to help you with the online service center.
[CUSTOMER][NEUTRAL] OK, hold on a second, let me pull it up.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Policy number is 02473478.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Um, mine are the main policy holder.
[AGENT][NEUTRAL] It yours, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and then also can you verify the address, the phone number and email address that's on the policy?
[CUSTOMER][NEUTRAL] [PII]. The email would be [PII].
[CUSTOMER][NEUTRAL] Or .net, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the cell phone number on the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much I appreciate you doing that so looking um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At the policy you're trying to sign up in the online service center as a new user and there is different information on the policy than what you provided.
[AGENT][NEUTRAL] So I will not be able to help you get into the online service center because it has to be done by the account holder which is um [PII] so if he wants to sign up for the online service center he runs into the same problem then I can give him information and help but I I can only do that for the account holder.
[CUSTOMER][NEGATIVE] So he did have the same problem as me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, let me see if he's available. He's in the house, just a second.
[AGENT][POSITIVE] Yes, if he's, yes, if he, we can get him on the phone and he can give consent absolutely yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, give me 1 2nd, thanks.
[CUSTOMER][NEUTRAL] Yeah, no, he's in a meeting. I'm gonna have to have him call you guys when he's done.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] Until what time are you guys done? Are you guys there?
[AGENT][NEUTRAL] We're we're open until [PII] Central time.
[CUSTOMER][POSITIVE] OK, I'll have him call you thank you bye.
[AGENT][POSITIVE] OK. All right, Ms. [PII]. You have a blessed night. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Mm bye bye.