AccountId: 011433970860
ContactId: 6536cb64-930c-4f8c-b1c6-b299a9855892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175289 ms
Total Talk Time (AGENT): 52448 ms
Total Talk Time (CUSTOMER): 71096 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6536cb64-930c-4f8c-b1c6-b299a9855892_20250224T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to log on as a new um.
[CUSTOMER][NEGATIVE] Patient, but it's not or as a new holder for the APL insurance and it's not finding me on the new user page, like when I put in my last name and Social Security.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can help you with your online service and sign up. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Last name [PII]
[CUSTOMER][NEUTRAL] And then what else did you ask? Phone number?
[AGENT][NEUTRAL] Yes, that's your phone number and then your policy number.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Is my phone number and I'm not sure the policy number.
[AGENT][NEUTRAL] OK, um, I can look your policy up with your social as well.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for a policy to populate here. Here we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And then um I think my email on file is [PII].
[AGENT][NEUTRAL] Mm. That may be why um why you're receiving the error. What's the address?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the one we have on file is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] So I think it's hold on let me look.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, um, I can switch it to your work if you'd like.
[CUSTOMER][NEUTRAL] Um, I think it's OK with that. I just forgot about it.
[AGENT][NEUTRAL] OK, um, we'll try it with that email because everything has to match on our side. They're kind of linked together, so it should work for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, it did. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.