AccountId: 011433970860
ContactId: 8ff2f9f6-64f1-494b-9c2b-88aaee931ce4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350660 ms
Total Talk Time (AGENT): 127058 ms
Total Talk Time (CUSTOMER): 101523 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8ff2f9f6-64f1-494b-9c2b-88aaee931ce4_20250625T22:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEGATIVE] I'm trying to create an account online, but it's saying my information wasn't found.
[AGENT][NEUTRAL] OK, I can assist you with the OS uh setting up on the online service center and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey, and Ms. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] It's 1839089.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] Your date of birth is [PII]. Mailing address is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] Oh, it's [PII]. I might have another um mailing address when I signed up. This was like years ago.
[AGENT][NEUTRAL] So it's different from the [PII]?
[CUSTOMER][NEUTRAL] Yeah, I moved to like
[CUSTOMER][NEUTRAL] At least 5 years ago.
[AGENT][NEUTRAL] OK, uh, what's the current mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the rest?
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Yeah, the rest is the same.
[AGENT][NEUTRAL] OK, give me one moment. And also, I'm thinking the reason why you probably weren't able to sign on is because we didn't have an email address in the system, but you said it's your first and last name [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's like the letter [PII] L.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEGATIVE] That doesn't look right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you should be able to set up now since I've added the email address. This is city and uh well the zip code is the same that's fine, but I'm thinking because we didn't have an email address you wouldn't be able to set up, but you should be able to now.
[CUSTOMER][NEUTRAL] OK, yeah, it's letting me do something so.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm, how hard is it to make uh changes in the
[CUSTOMER][NEUTRAL] I guess the, I don't know if there's a beneficiary or how that policy works as far as like removing a spouse.
[AGENT][NEUTRAL] Yeah let's see.
[AGENT][NEUTRAL] Uh, you'll have to contact your employer and that way they would send us information showing that you, uh, removed the dependent or spouse from the plan.
[CUSTOMER][POSITIVE] OK, so it's through them like I don't have to wait for.
[CUSTOMER][NEUTRAL] Like the calendar year to restart or anything.
[AGENT][NEUTRAL] That I'm not sure. You'll have to verify with your group and they'll be able to, uh, they'll be able to verify if they're, if you have to wait or if you can just do it automatically and then they will send that information to us so we can um update our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK. And is there any, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And uh, what is this?
[CUSTOMER][NEUTRAL] There's a display name, given name, so display name is what shows online, I guess.
[AGENT][NEUTRAL] Uh, you can, uh, disregard that because it's not, um, important as far as the display name.
[CUSTOMER][NEUTRAL] Or, ah, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well, let's just start
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] All right, no, that should be it.
[AGENT][NEUTRAL] I'm thinking they
[AGENT][NEUTRAL] Fixed it because it was issues but is it is letting you uh be able to set up?
[CUSTOMER][POSITIVE] Yeah, it is. OK, I think I got it, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.