AccountId: 011433970860
ContactId: 9c4e897a-a3eb-4610-bc85-9572663c6951
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287339 ms
Total Talk Time (AGENT): 96506 ms
Total Talk Time (CUSTOMER): 55018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/9c4e897a-a3eb-4610-bc85-9572663c6951_20250523T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Oh, yes, I can hear you.
[CUSTOMER][NEUTRAL] OK, cause the last person I called, she could not hear me.
[AGENT][POSITIVE] We apologize for that. How can I help you today?
[CUSTOMER][NEUTRAL] Well, um, I am on the APO website and I'm trying to file a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it is, it just says oops, there's a problem.
[AGENT][NEUTRAL] All right, I can sure assist you with that. I will go ahead and verify that everything um on the online service center is um working for you. Were you able to log in into your account successfully?
[CUSTOMER][NEUTRAL] No, I'm a new user.
[AGENT][NEUTRAL] OK, um, have you set up the the account already?
[CUSTOMER][NEUTRAL] I tried and he said oops there seems to be a problem.
[AGENT][NEUTRAL] OK. OK. It's the login. OK. All right. All right. Uh, Miss, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII]. And do you happen to have the policy number on hand that we can use?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Would, would you be comfortable if we use uh your social security number to look it up?
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, my social my social is [PII].
[AGENT][NEUTRAL] Alright, and now let me just a second while it loads this [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] All right and just to make sure I have the correct information, would you verify your date of birth and address for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] They all one [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Um, what could have been causing the issue is that um we have the zip code as [PII]. I'm gonna go ahead and correct it, it, sorry, and then you can go ahead and try again for me to log in, all right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I have corrected that zip code for you. Can you try again for me, please?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So my, and it's my full last name [PII], right?
[AGENT][NEUTRAL] Um, yes, full last name, social security number, the zip code and the email that you provided to your employer.
[CUSTOMER][NEUTRAL] Oh, OK, it, it, it went through.
[AGENT][POSITIVE] All right. Perfect. Is there anything else that I can help you with, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's, that's all I needed. Thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm.