AccountId: 011433970860
ContactId: 9be9a59a-952b-43af-af1a-46c1655b7f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494399 ms
Total Talk Time (AGENT): 168341 ms
Total Talk Time (CUSTOMER): 158150 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9be9a59a-952b-43af-af1a-46c1655b7f59_20250515T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You don't pee all over
[CUSTOMER][NEUTRAL] Hi [PII], um, I have coverage through you guys, um, me and my husband, and I'm trying to find out I'm trying to actually like set up a new account online, but the information that it's given me is telling me that it's, you know, my account's not found.
[CUSTOMER][NEUTRAL] I'm trying to locate providers in my area.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure I can help you with that. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII], but it is under my husband's [PII].
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number? Do you have it with you?
[CUSTOMER][NEUTRAL] Yes, it's 02304381.
[AGENT][NEUTRAL] OK, one moment and I'll look that up for you.
[AGENT][NEUTRAL] OK, one moment while I pull that up.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] Yes is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And can I get you to verify your mailing address, your phone number, and your email?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The phone number's probably gonna be his [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, his email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK, one moment, let me see what's going on.
[AGENT][NEUTRAL] And you said your online service center account isn't working?
[CUSTOMER][NEUTRAL] I've never set one up.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] And I was trying to do that we've had the insurance for you know several years now and we've never used it, so I was trying to set it up to find providers in our area.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, if you would like I can walk you through this. I can also email you a help guide that shows you how.
[AGENT][NEUTRAL] If you want
[CUSTOMER][NEUTRAL] OK, so, uh.
[AGENT][NEUTRAL] Because I can't do it for you so if you want I can email it to you really fast and if you get it we can go through it online together or on the phone together. Would that be helpful?
[CUSTOMER][POSITIVE] Yeah, I can go on it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, can I give you my email?
[CUSTOMER][NEUTRAL] Or do you need his
[AGENT][NEUTRAL] What's your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right, one moment.
[CUSTOMER][POSITIVE] That way I'm on my phone and I don't have to worry about getting his face put in here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me one moment and I'll let you know when I sent that to you so we can be on the lookout for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, Miss [PII]. I sent that to you. Let me know if you've received it. Give it a little bit of time just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Check my junk.
[AGENT][NEUTRAL] And it should come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will say for this um to create this account you will need to use the email that is on file, the one that you gave me earlier uh because that's what we have in our system so you'll want to use that email.
[CUSTOMER][NEUTRAL] Well you know I want, uh, you know, I think I was trying to use our business email and that may be why it wasn't working.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, we can go on, we can go on together.
[AGENT][NEUTRAL] And see, but yes it will because it's tied to your account it's whatever email we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I still didn't get anything yet.
[AGENT][NEUTRAL] I haven't got anything yet.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, it bounced back. So let me see. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, well, give me just a second. Let's see, let's see if we can do it real quick while I figure that out.
[AGENT][NEUTRAL] So do you have [PII] [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Pulled up
[CUSTOMER][NEUTRAL] Yes, I'm actually putting in since you told me.
[AGENT][NEUTRAL] OK, let's see if we can go through it together.
[CUSTOMER][NEUTRAL] Well, since you told me that the email needed to be tied to the one that.
[CUSTOMER][NEUTRAL] There it is, it was because I was using the wrong email.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][NEUTRAL] Well, it's letting me create my account now.
[AGENT][POSITIVE] Great, great.
[CUSTOMER][NEUTRAL] So that's what that was, it was the email issue.
[AGENT][POSITIVE] Yeah, and any time anything needs to be changed just remember from your account since it is tied to our system if there's anything that needs to change just go ahead and give us a call so that we can change that for you um so that this doesn't, so something like this doesn't happen and you might get locked out again or you might wonder why it's not giving you something so just make sure because they talk to each other so.
[CUSTOMER][NEUTRAL] OK, well, yeah, see he used that he used his personal email when we first got it, but we, when we became a company, we now have the business email, so that's what I was using.
[AGENT][POSITIVE] But that's great you got it set up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Alrighty well I appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, if there's nothing else I can help you with today, [PII], thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Alright bye.