AccountId: 011433970860
ContactId: 8ad45574-eafe-469b-aea4-5e2ffa206dcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1667079 ms
Total Talk Time (AGENT): 212294 ms
Total Talk Time (CUSTOMER): 187827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8ad45574-eafe-469b-aea4-5e2ffa206dcb_20250103T21:47_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, a person who's deaf or hard of hearing is calling you through T-Mobile IP relay. This is operator 60,300. Have you received an internet relay call before?
[AGENT][NEUTRAL] I have not.
[CUSTOMER][NEUTRAL] OK, so the caller on the line is deaf or hard of hearing. They are using a text-based system to communicate with you. They are typing what they want to say. I will read it to you. When you hear the words, go ahead. It means it's your turn to speak. Please speak directly back to the caller, and I will type everything that's heard so they can read it, OK?
[AGENT][NEUTRAL] OK, and what, I'm sorry, and what was your name again, please?
[CUSTOMER][NEUTRAL] Uh, this is T-Mobile IP relay operator 60,300.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And what is the callback number?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Should something happen with this call or would you have to call us back?
[CUSTOMER][NEUTRAL] One moment, I'll relay that to the caller.
[AGENT][NEUTRAL] If for any
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm waiting for the call response.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] I could not log on log in on the link. Go ahead.
[AGENT][NEUTRAL] OK, so someone is trying to log in online to the portal?
[AGENT][NEUTRAL] Go ahead. Am I supposed to say go ahead?
[CUSTOMER][NEUTRAL] That's up to you, ma'am. You don't have to, but it, it does, um.
[AGENT][NEUTRAL] OK. First off, I'm going to need to, in order to help this person, I'm gonna have to pull up, I'm going to need the policy number and the member's name, and then I'll have to verify several pieces of information for security.
[CUSTOMER][NEUTRAL] The member's name.
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] For the caller's response.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] The policy number is 025799970. Go ahead.
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] OK, and again, for security purposes, there's several pieces of information that I will have to verify. So first off, what is the member's date of birth?
[AGENT][NEUTRAL] Are we waiting on a response for the date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], go ahead.
[AGENT][NEUTRAL] Address and phone number?
[AGENT][NEUTRAL] And the email address, the work email.
[AGENT][NEUTRAL] Home address.
[AGENT][NEUTRAL] Phone number
[AGENT][NEUTRAL] And work email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hadassa
[CUSTOMER][NEUTRAL] Our hotel
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have a diff we have a different phone number on file.
[CUSTOMER][NEUTRAL] Go ahead
[AGENT][NEUTRAL] What is another phone number that we could have?
[CUSTOMER][NEUTRAL] What is the phone number on file? Go ahead.
[AGENT][NEUTRAL] I can't disclose that.
[AGENT][NEUTRAL] I need 4
[AGENT][NEGATIVE] Hard to be able to verify this other phone number. It ends in [PII].
[CUSTOMER][NEUTRAL] Not sure whose number that is. I need to log in with the username and password. Go ahead.
[AGENT][NEUTRAL] I will have to verify the information on file.
[AGENT][NEUTRAL] First
[AGENT][NEUTRAL] Before you would be able to set up a profile.
[AGENT][NEUTRAL] And I will also need to verify the full social security number.
[CUSTOMER][NEUTRAL] OK, [PII]. Go ahead.
[AGENT][NEUTRAL] So the phone number is.
[AGENT][NEUTRAL] That is on file ending in [PII].
[AGENT][NEUTRAL] You do not know what that number is?
[AGENT][NEUTRAL] Maybe a work number?
[CUSTOMER][NEGATIVE] Maybe, but it does not match the work number in [PII] and [PII], go ahead.
[AGENT][NEUTRAL] So the correct cell phone number for the number is [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK, one moment while I update that.
[AGENT][NEUTRAL] OK, so the phone number has been updated.
[AGENT][NEUTRAL] And I can email a user guide with the instructions for setting up the online service center portal.
[AGENT][NEUTRAL] To this email that we verified with each other if you would like for me to do that.
[CUSTOMER][NEUTRAL] Which email work or personal, go ahead.
[AGENT][NEUTRAL] Work
[AGENT][NEUTRAL] The one that is on file.
[AGENT][NEUTRAL] Which is also the one that would need to be used to set up the profile.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] I will send that in a moment. The email will come from [PII].
[AGENT][NEUTRAL] I will put APL in the subject line.
[AGENT][NEUTRAL] And this user guide will have the step by step instructions for setting up the profile and yes ma'am, you will need to use your work email when setting it up.
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] Yes, sir. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And if she needs further assistance, you may call us back.
[AGENT][NEUTRAL] Can I add something else to that?
[CUSTOMER][NEUTRAL] OK, thanks, go ahead.
[AGENT][NEUTRAL] You will need to enter your last name as [PII].
[AGENT][NEUTRAL] Just as it is on your ID card.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it, go ahead.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope that you have a very nice weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Bye-bye. Oh, bye-bye. Thank you.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] They hung up the line
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a nice evening, ma'am.
[AGENT][POSITIVE] Yes, sir, you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.