AccountId: 011433970860
ContactId: 738692e3-eec7-4bea-949c-2f2af8eab4ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270140 ms
Total Talk Time (AGENT): 63425 ms
Total Talk Time (CUSTOMER): 135972 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/738692e3-eec7-4bea-949c-2f2af8eab4ca_20250109T21:32_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] Yeah.
[CUSTOMER][POSITIVE] Oh my goodness, [PII], my name is [PII] too.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Uh, let me, I just spoke with your colleague, and I, I forgot to ask one more question, but I need to now find my husband to give you permission to talk to me. Would you wait one second, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, you don't have to do that if you just got off the phone. That's OK.
[CUSTOMER][NEUTRAL] Oh, I appreciate that. Um, uh, what I was gonna say the APL I know your colleague was telling me that it's active online, but somehow it's not taking in my, uh, username. Can you tell me what is the username or you can't or can you send us a link to go back in there and change.
[AGENT][NEUTRAL] No, I can tell you what the username is.
[CUSTOMER][NEUTRAL] Whatever we need to change.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'll be more than happy to help you with your um sign up. And [PII], may I have a good contact number just in case we're disconnected and then your the policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] And you need my policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 0255.
[CUSTOMER][NEUTRAL] 0857.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I have you here and I see the notes from where you just spoke with [PII], so that's totally fine. Um, yes, AAA. Hold on one moment. Let me look in.
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][POSITIVE] I know. I like that.
[AGENT][NEUTRAL] OK, so I'm just pulling up the online service center so I can get that username for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the username is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Uh, I put my whole damn email in. OK, so, uh, and the registered email is a Romana insert. oh, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] You got it?
[CUSTOMER][POSITIVE] I got it. Now it can take, yeah, it, it's gonna take me my, my, the reset the password. That's good. All right, wonderful. I, oh, wait, wait, wait, one second, just in case, just in case there's a hiccup, I don't have to call you again. Uh, OK, it's, well, I like this portal this way it's different than.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, many other portals verify, uh, which I'm sure.
[CUSTOMER][NEUTRAL] OK, let's see, submit.
[CUSTOMER][NEUTRAL] OK, I think I'm in.
[AGENT][NEUTRAL] You sure? I don't want to get off until you're OK for, for sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, you're very, OK, hold on, then please hold on.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my God, it needs my, it needs all this funny thing. OK, I'll do this.
[CUSTOMER][NEUTRAL] And I'll do this.
[CUSTOMER][NEUTRAL] Submit
[CUSTOMER][NEUTRAL] Password successfully, OK, uh, let me just log in again and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm in. Wonderful.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You OK?
[CUSTOMER][POSITIVE] I think so. It's just trying to verify this. OK, I'm in. Thank you so much. I appreciate that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good evening and [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.