AccountId: 011433970860
ContactId: 63ddbf7e-db52-4b2b-8eef-ae3983797b34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322220 ms
Total Talk Time (AGENT): 145496 ms
Total Talk Time (CUSTOMER): 111303 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/63ddbf7e-db52-4b2b-8eef-ae3983797b34_20250414T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is an interpreted call. Give me one moment to connect you here with the caller.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi this is [PII]. I'm trying to make an account but have been struggling. I'm, I'm wondering if you can help me.
[AGENT][NEUTRAL] OK, is the account going to be with through the online service center?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, alright, and your name is [PII]. Miss [PII], can you please give me your call back number just in case our call gets disconnected? I'll be able to call back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then may I also get your policy number?
[CUSTOMER][NEUTRAL] Yes, uh 02579969.
[AGENT][POSITIVE] Thank you, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify your policy. Can you please give me your date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then I'm also going to need your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Sure. Address is [PII].
[CUSTOMER][NEUTRAL] [PII] or yeah [PII] phone number is the same one I gave you [PII] and um email.
[CUSTOMER][NEUTRAL] is going to be
[CUSTOMER][NEUTRAL] My first and last name together, [PII], then [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so there's 2 things that I'm noticing that's gonna hinder from getting into the online service center. I showed that we have your work email address.
[AGENT][NEUTRAL] That's the first.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So that is the email address that will need to be used and then also I show a different phone number has your number changed recently?
[CUSTOMER][NEUTRAL] Yeah, um, uh, the old number maybe what you have the [PII] or my cell. It could be, you know, [PII]. Which one did you have?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and.
[AGENT][NEUTRAL] Um, the [PII], but I've just updated it to the cell phone number you just provided for me, the [PII]. So that's been updated for you.
[CUSTOMER][POSITIVE] Perfect yeah thank you thank you. OK.
[AGENT][NEUTRAL] Oh you're very welcome. Now let me go into the online service center.
[CUSTOMER][NEUTRAL] That's my video phone number so that's how like I make calls and stuff through the interpreter, so that's why I use that number.
[AGENT][POSITIVE] Oh, yes, that's awesome. OK.
[AGENT][NEUTRAL] I'm gonna look and see if you've tried to sign in before if you already have a user name. I'm gonna check that real quick.
[CUSTOMER][POSITIVE] Yeah, please thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that you have signed up through the online service center before?
[AGENT][NEUTRAL] Let me give you your username.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Was that [PII]?
[AGENT][NEUTRAL] [PII], yes. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it looks like your name and um what you'll need to do is you sign in with that username and then you can go in and reset your uh password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless you can remember your password.
[CUSTOMER][POSITIVE] OK, I'll try to remember, but thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. If you find yourself getting stuck, please pick up the phone and call us back and we'll help you through it, OK?
[CUSTOMER][POSITIVE] I will all right thank you.
[AGENT][POSITIVE] All right, you have a wonderful week, Ms. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye.