AccountId: 011433970860
ContactId: 63f122f6-d75d-423a-ab0e-4ceffb96a5c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149619 ms
Total Talk Time (AGENT): 48216 ms
Total Talk Time (CUSTOMER): 81383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/63f122f6-d75d-423a-ab0e-4ceffb96a5c1_20250311T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I'm calling to ask for some assistance creating a, a login. I just received my APL card and I saw that it says, um, it encourages you to register on to, to make an online account, but it's saying that there's an error when I try to go through it.
[AGENT][NEUTRAL] OK, I can help you with that. Um, let's see, what is the policy number on the card or certificate number, anything like that?
[CUSTOMER][NEUTRAL] Um, let me see. The policy number is gonna be 02583798.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your name and date of birth please?
[CUSTOMER][NEUTRAL] Yes, of course. It's gonna be [PII], last name [PII], and then my date of birth is [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's see, we've got the [PII]. Let me get that corrected for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind verifying your address and your phone number?
[CUSTOMER][NEUTRAL] Yes, of course, so my address is gonna be [PII], um, do you need the apartment number as well?
[AGENT][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] [PII] and then it's gonna be [PII], zip code [PII].
[CUSTOMER][NEUTRAL] And then my phone number is [PII].
[AGENT][NEUTRAL] OK, and in order to register on our online service center, we will need your email address.
[CUSTOMER][NEUTRAL] OK, um, should I provide that to you now?
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, I have your birth birthday updated and your email address added uh you should be able to register now.
[CUSTOMER][POSITIVE] Awesome. Thank you so much. I really appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today, or?
[CUSTOMER][POSITIVE] No, that was everything. Thank you so much.
[AGENT][POSITIVE] Alright well thank you for calling APM you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Goodbye. Thank you.