AccountId: 011433970860
ContactId: ad6ca99e-af81-43b3-8411-6990c1e59f50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566270 ms
Total Talk Time (AGENT): 103991 ms
Total Talk Time (CUSTOMER): 144588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ad6ca99e-af81-43b3-8411-6990c1e59f50_20250407T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. Uh, I just signed on.
[CUSTOMER][NEUTRAL] Uh, for your policy, uh, gap policy, and I was given a, uh,
[CUSTOMER][NEUTRAL] Group number and member policy number and I'm trying to create uh uh account online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it comes up.
[CUSTOMER][NEGATIVE] That there was an error and to call this number.
[AGENT][NEUTRAL] OK, do you have your, what is your name and your policy number?
[CUSTOMER][NEUTRAL] So my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And our member policy number is 2611889.
[CUSTOMER][NEUTRAL] And it's a meddling gap plan too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Sure. This is the best number. So it's [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I just need a few more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so, um, are you in front of your computer trying to set it up?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] So the instructions I got was that you're supposed to.
[CUSTOMER][NEUTRAL] Ta, let's say, go online, secured.
[CUSTOMER][NEUTRAL] [PII] and pick I am an individual.
[CUSTOMER][NEUTRAL] Uh, with the APL insurance policy.
[AGENT][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] So I did that and the next step 2 says last name, Social Security or member ID, not policy number, so I put my social in.
[CUSTOMER][NEUTRAL] And uh zip code, email, and date of birth.
[AGENT][NEUTRAL] Um, I, OK, so for your name, it will be your name without any hyphen, so it'll just be [PII] then [PII], and let me verify that again. We've got that as [PII] then [PII]
[CUSTOMER][NEUTRAL] Yeah, calling.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh, I think that's part of the problem then, um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, another thing that we have missing is we don't have a um.
[AGENT][NEUTRAL] Email address on file for you.
[CUSTOMER][NEUTRAL] Oh, well, I can give it to you. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see. OK, can I put you on hold for just a brief moment?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What was that?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Who is this WPX.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. I don't, I don't know what the deal is. OK.
[AGENT][POSITIVE] I'm so sorry about that. um, I'm trying to get the name changed, but there's a system error I'm having is there a number that I can call you back at after I get this um fixed?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][POSITIVE] OK, OK, let me get this fixed and then I'll give you a call back when that's completed and then we can get that set up for you.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] OK, thank you so much. bye.