AccountId: 011433970860
ContactId: 9ca8fd25-7d66-4454-adc1-5cc7ddaea401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291920 ms
Total Talk Time (AGENT): 65009 ms
Total Talk Time (CUSTOMER): 83920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9ca8fd25-7d66-4454-adc1-5cc7ddaea401_20250612T21:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I am trying to create an ATL account to get the like ID card, um, but whenever I enter my information in, it says that, um, I, I like no user was found with the information, so I'm giving you all a call now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure, I can assist you with that. May I have your name?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]
[AGENT][NEUTRAL] OK. And may I have, uh, do you have the um the policy number by any chance?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] No. OK, fine. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No it's [PII] for the last name?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh yes, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, my address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the email address?
[CUSTOMER][NEUTRAL] And the email address, it should be um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be one minute. I'm just trying to update the system with your email, OK?
[CUSTOMER][POSITIVE] All right, no worries.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, yeah, I think you took it. Let me check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it did take. OK, so you wanna go ahead and create it now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] It looks like it was.
[AGENT][NEUTRAL] All right. Do you think you got it from here?
[CUSTOMER][POSITIVE] Yes. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, not today.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good afternoon, Ms.
[CUSTOMER][POSITIVE] Thank you you too bye bye.