AccountId: 011433970860
ContactId: 84faec0e-a27e-4844-84ce-fa560dca0c5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248179 ms
Total Talk Time (AGENT): 92992 ms
Total Talk Time (CUSTOMER): 70451 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/84faec0e-a27e-4844-84ce-fa560dca0c5d_20250430T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to get on the, the system, uh, online and it says that I'm not found.
[CUSTOMER][NEUTRAL] And to call y'all.
[AGENT][POSITIVE] OK, I can help you with that um.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Uh, honestly, I don't know. I didn't get a card this last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. And your, your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I used to know a guy, a guy named [PII].
[CUSTOMER][NEUTRAL] Oh, did you?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] He was a um
[AGENT][NEUTRAL] On the news, on the newscasters here in our, our area a long time ago.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, I wanted to be a meteorologist a long time ago, but.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Didn't quite make it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And while I'm pulling that up, um, can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And do you mind verifying your uh date of birth, address, and email address for me, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Um, I'm not sure which address is there. It might be [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what's the other thing you needed?
[AGENT][NEUTRAL] No, um,
[AGENT][NEUTRAL] We're showing sulpa or I'm not sure how to pronounce that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is that a correct address? Do I need to change that?
[CUSTOMER][NEUTRAL] Yes, no, no, that's the address. I just didn't know. We moved back in November.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I'm not showing an email address on file. What is your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now when you register on the online service center, um, you will need to use this [PII] zip code and we did have your date of birth is [PII], so I'll get that changed for you when you said it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I have everything.
[CUSTOMER][NEUTRAL] But look, I know I have it. I just.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got everything updated for you. Um, did you wanna try to, to register now or?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, let me, I've got it pulled up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't see if it'll let me.
[CUSTOMER][POSITIVE] No, there we go thank you very much.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, no, ma'am, I appreciate your help.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm. Thank you. Goodbye.