AccountId: 011433970860
ContactId: 68d5a073-4b8a-4847-95ab-12f0694eb2ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142039 ms
Total Talk Time (AGENT): 64367 ms
Total Talk Time (CUSTOMER): 37770 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/68d5a073-4b8a-4847-95ab-12f0694eb2ee_20250509T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm having trouble logging into my account. I'm just trying to get my policy.
[CUSTOMER][NEUTRAL] Or certificate number so I'm because I'm filling out a a claim form.
[AGENT][NEUTRAL] OK, well, I can help you with the um signing up on the online service center and I can help you get your policy number. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that. And I can look the policy up with your um social if you don't mind.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so I'm just waiting for the policies to populate. Hold on one moment.
[AGENT][NEUTRAL] Alright, I believe it just came up. Hold on one second, and I just need you to verify your date of birth, mailing, and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your policy number, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, it's 214.
[AGENT][NEUTRAL] 1083.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2141083
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for the online service center, your username is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can just use the forgot I think it says forgot or reset password link.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.