AccountId: 011433970860
ContactId: 9700a4d7-c4b5-47a1-8640-fbe195c78e4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214699 ms
Total Talk Time (AGENT): 53518 ms
Total Talk Time (CUSTOMER): 101935 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9700a4d7-c4b5-47a1-8640-fbe195c78e4a_20250624T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I have been trying to register, uh, I'm a new user.
[CUSTOMER][NEUTRAL] But for some reason it's not letting me log in or so, so I was hoping maybe you could help me out please.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number, [PII]?
[CUSTOMER][POSITIVE] I do actually sorry, I'm like sitting here let me just drop it here.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] It would be 02641272.
[AGENT][NEUTRAL] OK, and then can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, apartment name.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, I'm sorry, I'm like trying to
[CUSTOMER][NEUTRAL] Falcon type at the same time. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then um it looks like we don't have an email on file and that will stop you from being able to register what email would you like to put on?
[CUSTOMER][NEUTRAL] I like that it's not.
[CUSTOMER][NEUTRAL] I guess that actually is needed, huh? Yes, it is going to be, um, let me spell that for you, please. It is going to be [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Um, it's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I should have picked an easier email to be honest.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so, um, if you can go back to the website.
[AGENT][NEUTRAL] Um, and try now, you create your OC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you're the insured.
[AGENT][NEUTRAL] And then all you need to enter is your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Do you know when my uh benefits uh become effective? Do you know with your uh company?
[AGENT][NEUTRAL] Uh, actually it looks like [PII].
[CUSTOMER][NEUTRAL] 71
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Got it. OK, perfect.
[CUSTOMER][POSITIVE] Well, I really, really appreciate it. I'll finish, you know, this uh registration right now then. Thank you so much again.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm. Bye.