AccountId: 011433970860
ContactId: 73cfbb7c-76b5-4902-9dca-77616840e43d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197910 ms
Total Talk Time (AGENT): 98604 ms
Total Talk Time (CUSTOMER): 68977 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/73cfbb7c-76b5-4902-9dca-77616840e43d_20250314T14:53_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] Hey [PII], um, we are trying to set up the secured a public online access portal, but it is not accepting our information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Um, I can help you with the online service and I sign up, that is it telling you like there's no one found or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that just means something you're entering isn't matching with us, so I just need to figure out what it is and change it so you can access it.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] I can definitely do that for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] It is 253-386-6.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Oh, OK, hold on. I think that might be what it is. So it's [PII].
[AGENT][NEUTRAL] ISD? Oh, this is, hold on one second. Let me update this for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, so there's a, it was entered incorrectly. Hold on one moment.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, thank you for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. Um, so if you want to refresh um the screen or even exit out and restart, um, that email address probably is what gave you that error. Let me know if you have any issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 2nd. Hold on just a second.
[AGENT][NEUTRAL] OK, uh, which I'm trying to get you to the, it should say um like to create the username and password. Once we get to that screen, we know you're OK.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're almost there.
[AGENT][POSITIVE] Mhm, take your time.
[CUSTOMER][NEUTRAL] OK, it's still saying no user is found.
[AGENT][NEUTRAL] OK, hold on one moment, let me try on my end and see.
[CUSTOMER][NEUTRAL] 460.
[AGENT][NEUTRAL] What's happening?
[CUSTOMER][NEGATIVE] 4450 0 sorry we messed up something.
[AGENT][NEUTRAL] Oh, OK. Take your time. OK.
[CUSTOMER][NEUTRAL] 450.
[CUSTOMER][POSITIVE] OK, we got it yay.
[AGENT][POSITIVE] You're good. Alrighty, there we go. Oh, was there anything else I can help you out with? You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] I think that's all thank you so much.
[AGENT][POSITIVE] All right, thanks for calling APL. Y'all have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.