AccountId: 011433970860
ContactId: 60a064b5-6732-4fe1-83ff-57950e8c25e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195649 ms
Total Talk Time (AGENT): 74041 ms
Total Talk Time (CUSTOMER): 42671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/60a064b5-6732-4fe1-83ff-57950e8c25e4_20250319T19:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling because, um, I got my card in the mail and I'm trying to register but it doesn't let me, um, so there's an error trying to see if somebody can help me out.
[AGENT][POSITIVE] Yeah sure I can help you out uh registering.
[AGENT][NEUTRAL] Let's see, um.
[AGENT][NEUTRAL] First
[AGENT][NEUTRAL] We will use your policy number to verify that all your information is correct. Uh, do you happen to have that policy number on hand?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number, yeah, I do. It's um 026.
[CUSTOMER][NEUTRAL] 06661
[AGENT][NEUTRAL] Alright, and let me just a second while I pull it up in the system.
[AGENT][NEUTRAL] All right, I was able to pull up a a policy and can you verify for me your full name, date of birth and address, please?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right thank you very much.
[AGENT][NEUTRAL] All right, Mr. [PII], I see here that your date of birth is listed as [PII]. Is that correct or incorrect?
[CUSTOMER][NEGATIVE] No that's incorrect.
[AGENT][NEUTRAL] All right, so we do have a date of birth incorrect here. Uh, did you say it was [PII] previously?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let me just a second while I perform the correction.
[AGENT][NEUTRAL] Alright, I have just corrected your date of birth. Do you mind trying again and see if the online service center allows you to register, please?
[CUSTOMER][NEUTRAL] Um, I just didn't and it's telling me to create, it's allowing me to create my account now, so we should be fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, so then, um, the next steps is to add a phone number and an email address I believe, and other than that you should be good. Is there anything else that I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APO and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.