AccountId: 011433970860
ContactId: 7429ff6e-efd9-4cce-9896-cf9a57895966
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375140 ms
Total Talk Time (AGENT): 163150 ms
Total Talk Time (CUSTOMER): 139646 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7429ff6e-efd9-4cce-9896-cf9a57895966_20250604T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Sorry, good afternoon. How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you doing today, sir?
[CUSTOMER][POSITIVE] I'm very good thank you. My name is [PII] and I'm from [PII].
[AGENT][NEUTRAL] And you need um information for claims, is that correct sir?
[CUSTOMER][NEUTRAL] No, sorry, uh, I'm, I, I'm working in [PII]. The reason I'm calling is because I have an insured on the phone who's trying to.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, uh, I have an insured on the phone who's trying to create an online account and it seems like she's having troubles with it. I was wondering if you can assist her.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, um, now I did notice you're calling from the Spanish account does she speak English?
[CUSTOMER][NEUTRAL] She said she does, yes.
[AGENT][POSITIVE] Oh OK awesome yes you can go ahead and put her through and I will um.
[AGENT][NEUTRAL] Talk to her.
[CUSTOMER][NEUTRAL] No problem. Do you want me to give you any information, the policy or anything like that? I already verify everything, so.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK, yes, please. What is her callback number and her policy number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The policy number is 263-528-9.
[CUSTOMER][NEUTRAL] The call back it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. Thank you so much. I appreciate that. And let me pull her policy up.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and is it miss.
[CUSTOMER][NEUTRAL] This is part 2 who's on the line.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, that's her.
[AGENT][NEUTRAL] OK, yes, you can go ahead um and put her through now is is [PII] available for us to give?
[AGENT][NEUTRAL] Uh he he'll need to give consent for us to be able to give Miss [PII], uh, consent to get into the online service center since he's the account holder.
[CUSTOMER][NEUTRAL] Oh, really? Do we
[AGENT][NEUTRAL] Have you yes.
[CUSTOMER][NEUTRAL] We need that even though when the when the when the person is on the, on, on the policy.
[AGENT][NEUTRAL] We can't give, yeah.
[AGENT][NEUTRAL] Yes, um, especially the online service center, um, because we can't give information to part two without part one's consent.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I wasn't aware of that.
[AGENT][NEUTRAL] Because part one is the whole policy holder.
[CUSTOMER][POSITIVE] Correct, yeah, I understand.
[CUSTOMER][NEUTRAL] Um, no, I'm afraid I don't think he's on the phone.
[AGENT][NEUTRAL] So now part one can get.
[AGENT][NEUTRAL] Part one can get information on everybody on the policy, but part two can only have her own information.
[CUSTOMER][NEUTRAL] I see, understand.
[CUSTOMER][NEUTRAL] Alright, um, like I said, I don't think, I don't think he's on the phone with her.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] But maybe you can explain there.
[CUSTOMER][NEUTRAL] That and maybe she can get him on the phone. I don't know exactly how that gonna work.
[AGENT][NEUTRAL] Yes, if she can 3 way call him that's all we'll need. You can go ahead and put her through and I'll talk to her.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] Alright, here she comes. Thank you very much. Have a good one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, Ms. [PII]. So I understand you need help getting into the new online service center.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, is Mr. [PII] there for me to speak to so I can get consent from him too?
[AGENT][NEUTRAL] Talk to you about the policy and helping you with the online service center.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He's not with me right now, but I can.
[CUSTOMER][NEUTRAL] I can call him.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, if you wouldn't mind doing that.
[CUSTOMER][NEUTRAL] OK, give me a.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] OK, so he's here.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I'm with APL and I've got Miss [PII] on the other line um she wants to be able to set up the new online service center for you.
[AGENT][NEUTRAL] And I'm going to need you to give me some information, sir. Can you give me your date of birth?
[CUSTOMER][POSITIVE] Uh, um, OK, it's starting to saying can tell you I am a best friend. give me a second.
[CUSTOMER][NEUTRAL] pass it on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, he's going to, like, he only has 150 minutes and he needs to go um again to the work, so I call, can I call tomorrow with him, with more time?
[AGENT][NEUTRAL] Yes, yes, you may.
[AGENT][POSITIVE] Yes, ma'am, you certainly can.
[CUSTOMER][NEUTRAL] OK, so it's OK.
[AGENT][POSITIVE] OK. All right. Well, thank you.
[CUSTOMER][NEUTRAL] Uh, we have, uh,
[CUSTOMER][NEUTRAL] Uh, one question. Do you have a, like a direct um extension?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No ma'am, um, you can just call the same number that you called and we'll be able to if somebody will be able to pick up the phone and help you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, so I call tomorrow. One more time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Appreciate it thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome you have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, thank you.