AccountId: 011433970860
ContactId: 7494a811-c695-43ad-a31f-ae5c46901d00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136449 ms
Total Talk Time (AGENT): 40335 ms
Total Talk Time (CUSTOMER): 45646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7494a811-c695-43ad-a31f-ae5c46901d00_20250207T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEGATIVE] Um, I'm just trying to log in as a new user on the ALP website and it's telling me it doesn't recognize me.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have it.
[AGENT][NEUTRAL] Alright, one moment, I'm gonna ask you for your social to look you up in the system. Give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have that number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May you please verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][NEUTRAL] Alright, so it probably is not recognizing you because you're if you're putting in that email address that's not the email address we have on file.
[CUSTOMER][NEUTRAL] OK, so you have my Yahoo email.
[AGENT][NEUTRAL] Mhm. Did you try that one?
[CUSTOMER][NEUTRAL] Is it [PII]? No, I haven't tried that one yet. I'll try that one. Let me see if it works.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][POSITIVE] OK, I got it now thank you.
[AGENT][NEUTRAL] All right, [PII], besides assisting you today with your logging in to the online service center, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, thank you so much for calling APL. You have a great day. Bye bye.
[CUSTOMER][POSITIVE] Thank you.