AccountId: 011433970860
ContactId: a05d834b-ac64-47f6-8f8a-ccdc1283c58e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481920 ms
Total Talk Time (AGENT): 155554 ms
Total Talk Time (CUSTOMER): 222829 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a05d834b-ac64-47f6-8f8a-ccdc1283c58e_20250206T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], um, I'm the administrator over our, uh, policies.
[CUSTOMER][NEUTRAL] And my wife, uh, we're trying to enter, we just got this policy a month or two ago, and we're trying to enter her in and her social is not saying that her social is not right, um, when we, when we try to, you know, set up a new user in the account.
[CUSTOMER][NEUTRAL] But I've got like policy numbers and everything.
[AGENT][NEUTRAL] OK, [PII], I can help you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. Um, first, can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and [PII] what is your group number?
[CUSTOMER][NEUTRAL] Um, on the bill, OK, at the top 267-06.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], and for security reasons, can you just um give me your address and email address please for the group?
[CUSTOMER][NEUTRAL] Uh, [PII]. Uh, you said email address?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 2 [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you verifying your group for me. And what is your wife's name and her policy number?
[CUSTOMER][NEUTRAL] So, uh, [PII].
[CUSTOMER][NEUTRAL] And she has, we have multiple policies um.
[CUSTOMER][NEUTRAL] I just give you one of them 02562857.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I've got Ms. [PII] pulled up. Is Ms. [PII] with you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we just need to.
[CUSTOMER][NEUTRAL] But my name is on her uh her accounts.
[AGENT][NEUTRAL] I do see it. I do see it.
[CUSTOMER][NEGATIVE] And I, and I think that the Social Security must have been written down wrong because when I, you know, try to log in to set it up.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] Um, it's not, uh, it's not right.
[AGENT][NEUTRAL] OK. Can you verify her social security number? Can you give me that number? Let me check and make sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's the social security number I'm showing on the policy, um.
[CUSTOMER][NEUTRAL] So when I put it in and hit next it gives me oops there's a problem no user was found with this information that was entered.
[AGENT][NEUTRAL] OK, let's go ahead and verify the rest of the information because every little thing.
[AGENT][POSITIVE] Address, phone number, email, everything has to match perfect. Yes, we need to verify everything, make sure we've got it all correct.
[CUSTOMER][NEUTRAL] OK, maybe the date of birth is wrong.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] [PII] last name then the social we know is right, then the zip code [PII].
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][NEUTRAL] Yes, I have.
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] OK, we've got the birth date correct. Let's verify the address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In the [PII] because that's the only spot it ask for anything for an address.
[AGENT][NEUTRAL] No sir, I don't have that. I have this the your physical street address.
[CUSTOMER][NEUTRAL] I know, but on your on your email on your login it doesn't ask for that it just asks for a zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, um, but even though it doesn't ask you for it, it has to be correct in the system for it to pull in correctly.
[CUSTOMER][NEUTRAL] OK, so, um, the address is the same as my [PII].
[AGENT][NEUTRAL] OK, that's the problem. We have [PII].
[CUSTOMER][NEUTRAL] Well yeah that's our that's where we live but our our mailing address is the [PII], but that shouldn't have anything to do with this system because you're not they're not asking for any of that they're asking for the zip code.
[AGENT][NEUTRAL] Right, I understand um.
[CUSTOMER][NEUTRAL] So if the zip code matches.
[AGENT][NEUTRAL] Right so so let me get the [PII] again from you because I need to add that in so that it will pull in correctly.
[CUSTOMER][NEUTRAL] Uh, if there's.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] It doesn't have anything to do with it, but anyway, it's [PII].
[CUSTOMER][NEGATIVE] That's not gonna change anything I'm logging in.
[CUSTOMER][NEUTRAL] I'm a computer guy.
[CUSTOMER][NEUTRAL] I think uh maybe it's the is there an email that has to be exactly like the email? I don't remember filling out an email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes it does, it does, that was the next thing that we were going to verify is the email address can you give that to me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, can you get all the way out and try to get back in again, please, sir?
[CUSTOMER][NEGATIVE] Um, I just got in by, uh, putting her email address incorrectly. I, I think that's what was the problem.
[AGENT][NEUTRAL] Oh, you had it wrong on the, when you were putting it in? OK, I understand.
[AGENT][NEUTRAL] Uh, but you're in there now?
[CUSTOMER][NEUTRAL] Let's see if it'll let me finish it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] As you asked me the question, uh, it went in.
[AGENT][POSITIVE] Good deal. I'm glad you're in there.
[AGENT][NEUTRAL] That was the goal.
[CUSTOMER][NEUTRAL] Just make sure it'll finish out before I uh finish it. Let me just make sure I get to the next step before.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] It doesn't like that all.
[CUSTOMER][NEUTRAL] User name let's see. OK, let's try that one.
[CUSTOMER][NEGATIVE] I wish our agent would have not I wish you'd have put.
[CUSTOMER][NEUTRAL] Mine all on my policy and hers all on hers because.
[CUSTOMER][NEUTRAL] When I have to file stuff, uh, some of it's on her, some of it's on mine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let's see, logged out OK, I'm in now.
[AGENT][POSITIVE] OK, good deal, good deal.
[CUSTOMER][NEUTRAL] I just, I knew it wasn't that zip code because it it it the zip code didn't change from PO box to to uh regular address so um.
[CUSTOMER][NEGATIVE] It was the email address that was wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're very welcome. We appreciate you calling [PII]. I'm glad that we were able to get you in. We thank you so much for being an APL customer sir.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye