AccountId: 011433970860
ContactId: a8b89f7b-11b0-444c-adae-d16619c017ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182410 ms
Total Talk Time (AGENT): 71002 ms
Total Talk Time (CUSTOMER): 79598 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a8b89f7b-11b0-444c-adae-d16619c017ec_20250224T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and we are new to APL, um, through the my husband's company. Hi, I'm trying to, um.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I'm trying to log in and I am, you know, or create an ID and I'm not able to um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm wondering if you can help me out.
[AGENT][POSITIVE] Yes Ms. [PII] I can help you with the online service center.
[CUSTOMER][NEUTRAL] It says, it says, yeah, it says.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], what is, uh, the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02572506.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK, mine is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then for security reasons can you please give me your address, phone number and email address that's on the policy?
[CUSTOMER][NEUTRAL] OK, the address would be [PII] and probably the email address, that probably is [PII].
[AGENT][NEUTRAL] OK, thank you. And then one last verification, can you give me the cell phone number that's on the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me.
[AGENT][NEUTRAL] Let's look and see.
[AGENT][NEUTRAL] I'm gonna go into the online service center and pull it up real quick.
[AGENT][NEUTRAL] You can't get into it because um.
[AGENT][NEUTRAL] It's already been set up.
[CUSTOMER][NEUTRAL] Uh, OK. So, um,
[AGENT][NEUTRAL] Are you trying to set up as a new user? Yeah, it's.
[CUSTOMER][NEUTRAL] OK, so he's already created an account, so I need to call him to find out that or unless you can share it with me, but.
[AGENT][NEUTRAL] Yes, I can't without his consent.
[CUSTOMER][NEUTRAL] All right, fine. I will contact him and find out what he did because I don't see and he never does this stuff. All right, I will look it up. Thank you so much. OK, bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, Ms. [PII], I hope you have a blessed day and thanks for calling APL and welcome to the group. We appreciate you.
[CUSTOMER][POSITIVE] OK, thank you. OK, thank you so much. OK, bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah. Bye-bye, ma'am.