AccountId: 011433970860
ContactId: af09b321-7a30-43eb-a9cf-873d80e244f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208979 ms
Total Talk Time (AGENT): 61204 ms
Total Talk Time (CUSTOMER): 65080 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/af09b321-7a30-43eb-a9cf-873d80e244f1_20250514T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to figure out how to get logged on so I can submit a claim that apparently didn't get submitted and when I'm putting in my information in um it's saying that no user was found with that information that you entered.
[AGENT][POSITIVE] OK, I'm happy to take a look at that with you. What's your policy number? Do you have that?
[CUSTOMER][NEUTRAL] Um, policy number.
[CUSTOMER][NEUTRAL] The 02581472.
[AGENT][POSITIVE] That sounds right, let's see.
[AGENT][NEUTRAL] First and last name please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then lastly I need to verify the physical address on file and email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I guess I don't know for sure if if it's [PII] [PII].
[AGENT][NEUTRAL] So yeah, the email on here is [PII]. There's no L or anything it's just [PII]. Is there supposed to be one?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] There's no L.
[CUSTOMER][NEUTRAL] Um, I believe so. Um.
[AGENT][NEUTRAL] So if the information doesn't.
[CUSTOMER][NEUTRAL] Can we use the work
[AGENT][NEUTRAL] Yeah we can change it, but if the information doesn't match it's not gonna create the profile so it may be the email that's off.
[CUSTOMER][NEUTRAL] Can we
[CUSTOMER][NEUTRAL] OK, and that
[CUSTOMER][NEUTRAL] That email tab is highlighted in different colors, so maybe that is it. Can we change it to just the [PII]?
[AGENT][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] [PII] and [PII]
[AGENT][NEUTRAL] And [PII] is just like it sounds, [PII]
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I updated the email, so go back and see if it will um move forward now when you OK, awesome.
[CUSTOMER][NEUTRAL] Yup, it let me.
[CUSTOMER][POSITIVE] Yep, it sure did. OK, perfect. Well, thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye