AccountId: 011433970860
ContactId: b0be17ad-3088-496f-b0af-1b8792f68b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288299 ms
Total Talk Time (AGENT): 124117 ms
Total Talk Time (CUSTOMER): 77661 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b0be17ad-3088-496f-b0af-1b8792f68b63_20250116T20:39_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] Hi, yes, so I'm trying to register my account, but every time I do it says I'm not on file.
[AGENT][POSITIVE] OK, yeah, can I, um, let me see, I'd love to help you with that. Can I have your name please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII]. And do you know your policy number with us?
[CUSTOMER][NEUTRAL] Um, the policy number I have on my card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02585314.
[AGENT][NEUTRAL] All right, and while I get that pulled up, Ms. [PII], would you be able to also provide me a good callback number in case we got disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, I appreciate that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Ms. [PII], would you be able to verify for me, please, your first and last name and date of, oh, I got your first name, I'm sorry, and your last name. Could you verify for me your date of birth?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you very much. And then I do just want to verify with you some additional information if you could verify your mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And can you verify your email for me?
[CUSTOMER][NEUTRAL] Uh, should be [PII].
[AGENT][NEUTRAL] All right. It looks like
[CUSTOMER][NEUTRAL] Or I have another one.
[AGENT][NEUTRAL] It looks like I have a personal one on.
[CUSTOMER][NEUTRAL] Uh, [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that's [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And let me take a look on your
[AGENT][NEUTRAL] On the back end of that online service center for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], so um you are on, are you on the computer right now? Can we walk through it together?
[CUSTOMER][NEUTRAL] Give me 1 2nd, I can do it through my phone.
[CUSTOMER][NEUTRAL] OK, so my last name is obviously that.
[CUSTOMER][NEUTRAL] Um, so I use my social security number because it says a member ID but not my policy number. I don't know my policy, uh, my member ID.
[AGENT][NEUTRAL] That's OK, so we actually only have one group who didn't give us social security numbers when they registered their employees. They gave a member IDs, so everybody else will use social security numbers in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then my zip code.
[CUSTOMER][NEUTRAL] And then my email.
[CUSTOMER][NEUTRAL] And then my date of birth.
[CUSTOMER][POSITIVE] Oh, perfect. It says create my account now. I don't know what I was doing wrong.
[AGENT][NEUTRAL] No worries, um, so from there it will just ask you what you want a username, um, a password as you type in your password you'll see those requirements go from black to gray to let you know they've been met. And then once you have that set, it'll send you an email to verify after you verify your email, uh, your gold and everything will be available for you and would you like me, just so you have one on hand, would you like me to email you out a user guide that will talk to you about like how to use all the different features on that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Perfect. I'll get one sent out to your email, uh, the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect. I'll get that coming your way. And is there anything else I can do to help you, my friend?
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] Hey, yeah, it's my pleasure. Thank you so much, Ms. [PII], for giving us a call and I hope you have such a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] My pleasure. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.