AccountId: 011433970860
ContactId: 5435548c-eb8e-48a3-a4c5-4ad72408b9be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646349 ms
Total Talk Time (AGENT): 115470 ms
Total Talk Time (CUSTOMER): 55933 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/5435548c-eb8e-48a3-a4c5-4ad72408b9be_20250620T21:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I, I know.
[AGENT][POSITIVE] I'm good, thank you. How may I assist you today?
[CUSTOMER][NEUTRAL] OK, I'm gonna I'm on the second to um create an account.
[CUSTOMER][NEUTRAL] And when uh is it secure?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, yes. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], for security, um, may I have um your callback number just in case we get disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't have the policy number.
[AGENT][NEUTRAL] You know, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're trying to register your personal account?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find your policy one moment.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] You see my one [PII] and my one [PII].
[AGENT][NEUTRAL] OK. And uh for security, I need your date of birth and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that email?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Can you repeat the email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not the one we have. Um, do you have another email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that is the one that we have and that's the one you need to use to register. So you're gonna go ahead and click on create the account.
[AGENT][NEUTRAL] And you're gonna click uninsured.
[AGENT][NEUTRAL] And from there, you're just gonna fill out the last name, email address, and date of birth.
[CUSTOMER][NEUTRAL] Oh, I don't do the social security number.
[AGENT][NEUTRAL] No, it's just gonna be the last name, the email, and the date of birth. Only the red asterisk.
[CUSTOMER][NEUTRAL] We see it go through.
[AGENT][NEGATIVE] OK, if you have tried already and it gives you an error because you put all the rest of the information you need to close that.
[AGENT][NEUTRAL] And start all over again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me know when you're ready to put all your information.
[CUSTOMER][NEUTRAL] OK, I'm doing it now.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I do the zip code you say?
[AGENT][NEUTRAL] Uh, no, it's gonna be just your last name, email, and date of birth. That's all you're gonna need.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You see it's an error.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are putting [PII] for your email?
[AGENT][NEUTRAL] You're putting [PII] for your last name and you're putting your date of birth as [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, what browser are you using?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] You said crown?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. So it looks like um you will have to go ahead, hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[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.