AccountId: 011433970860
ContactId: b29fa353-bcfa-4f2d-a050-c9530f7cd410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189740 ms
Total Talk Time (AGENT): 82919 ms
Total Talk Time (CUSTOMER): 55601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b29fa353-bcfa-4f2d-a050-c9530f7cd410_20250102T20:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, can you help me real quick check something?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, policy number 258.
[CUSTOMER][NEUTRAL] 3444.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She's trying to create an account. I did add all her information she didn't have an email or anything verify everything. We're both getting an error, um.
[CUSTOMER][NEUTRAL] That you may not be able eligible to create an account. Do you see any reason?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you verified her social and her zip code?
[CUSTOMER][NEUTRAL] Yeah, I've verified everything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Usually.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] I can find something in the CUNAM screen but I don't see anything there. Let me, let me try it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, the user.
[AGENT][NEUTRAL] I'm an individual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Last name, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I say let's get back.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It appears you may not be eligible to create an account.
[CUSTOMER][NEUTRAL] Why would that be for policies that this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, it's not been processed yet.
[AGENT][NEUTRAL] If if you go PIDAT you'll see it's still in the e status.
[AGENT][NEUTRAL] That means it was entered today it processes tonight.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And she'll, she'll be able to register tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I was like, wow, wow, wow.
[AGENT][POSITIVE] Yeah, I know, cause I kept looking and I said no, everything looks all right.
[CUSTOMER][NEUTRAL] I didn't think to go to PIAT. OK, cool beans. I'll tell her it should be eligible tomorrow just because it's a new policy.
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Cool, thank you so much. I appreciate that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right. I'll, I'll take care of Ms. [PII]. Thank you.
[AGENT][POSITIVE] OK. Have a good day, [PII]. Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.