AccountId: 011433970860
ContactId: 7f3e4cdb-9d61-46f8-b179-55fd990b6c38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336769 ms
Total Talk Time (AGENT): 90751 ms
Total Talk Time (CUSTOMER): 57135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/7f3e4cdb-9d61-46f8-b179-55fd990b6c38_20250114T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was just speaking to someone to help set up my account and then when I went in to um to do that, um, I put the wrong email address and I'm not really sure how to edit it and I'm, I'm logged in but I'm not seeing how I can edit that.
[AGENT][NEUTRAL] So when you create the account online it has to match whatever email address that you have on file like on the policy so I.
[CUSTOMER][NEUTRAL] But it doesn't.
[AGENT][NEUTRAL] It doesn't? Oh.
[CUSTOMER][NEGATIVE] No, I, because I put, I was like putting half my work email address, which is what it's under, and then I put it at Gmail, which it should not have been, it should have been at Food for the poor, so I don't know why, but I can't get in to change it now.
[CUSTOMER][NEUTRAL] So like half of it was correct, so I don't know if we just picked up on that because of that.
[AGENT][NEUTRAL] Let me see, OK, you're trying to change it online, let me see.
[AGENT][NEUTRAL] I was logging into my account to see if I could find a link in there sorry to change this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if can you change it on your end? I don't know if you're able to do that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me see what it has registered in there for you um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, am I speaking? is this [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], so.
[AGENT][NEUTRAL] Um, I apologize for the confusion because it looks like the email that's on here, um, it did update so it has the [PII], which is the same as far as what's on, so it's not.
[CUSTOMER][NEUTRAL] Right, that's what's like.
[CUSTOMER][NEUTRAL] No, it should be [PII]. I kind of, I combined part of my working with part of my personal email. That was the mistake I made.
[AGENT][NEUTRAL] I wonder if I updated over here.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] It's that [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII], uh huh.
[AGENT][NEUTRAL] [PII] OK, let me see if I change it on my side if it'll update over there because it did change it in your policy. Let's see.
[CUSTOMER][NEUTRAL] Yeah I know, I don't know why.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so refresh your page, [PII], see if it's updated if it shows the right one. I show the right one on there now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, perfect, thank you so much.
[AGENT][POSITIVE] Awesome. You're welcome. Anything else?
[CUSTOMER][POSITIVE] I think that's it for now, so thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Take care.