AccountId: 011433970860
ContactId: b3cb1a8a-eb43-4ba5-95d5-cee7b6ea2720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225279 ms
Total Talk Time (AGENT): 114050 ms
Total Talk Time (CUSTOMER): 87853 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b3cb1a8a-eb43-4ba5-95d5-cee7b6ea2720_20250507T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. Um, I'm calling because I'm, I'm new to the, I just received this through my through my employer, and I'm trying to register myself online and for some reason it's saying that my information cannot be pulled up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, OK, so the information that you enter there does have to match what we have in our system so we can go through and verify that all of that is correct um I'm so sorry what did you say your name was?
[CUSTOMER][NEUTRAL] [PII], it's like [PII] ends with an [PII]
[AGENT][NEUTRAL] Got you. Let's see. And then, uh, before we go any further, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, of course, uh, [PII].
[CUSTOMER][NEUTRAL] 2558622
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 02611550.
[AGENT][NEUTRAL] Got it thank you. And then uh what was your last name Do?
[CUSTOMER][NEUTRAL] I have two last names, so it would be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if you need me to spell it out or.
[AGENT][NEUTRAL] No, no, that's perfectly fine, um, and then I'm just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you. It looks like it might be through your employer.
[CUSTOMER][NEUTRAL] Oh my, OK, so it would be my name [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you so much for verifying all of that. OK, so all of the information that we just went over, that's exactly what you would enter in when creating your account online. So I will say as well, so it would have to be the same email, um, in the spot that asks for a member ID or a social uh member ID is different than your policy number and so this policy doesn't have a member ID so you would enter in your social there.
[AGENT][NEUTRAL] I am also going to spell out what we have as your last name because that might be a factor as well um so for your last name I have [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, can you repeat the last part?
[AGENT][NEUTRAL] Yes, um, so it's uh the last one that we have, it's [PII].
[CUSTOMER][NEUTRAL] OK, yeah, so, uh, let me try again. OK, now I, I was, OK, now.
[AGENT][NEUTRAL] Yeah, when you said that I was wondering if that might have been an issue.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, it was, it was chopped off. OK, now I was able to, to move to the, to the last step. OK, perfect.
[AGENT][POSITIVE] Awesome. OK, alrighty. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it for now. Thank you. I appreciate it.
[AGENT][POSITIVE] All right. You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you as well. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.