AccountId: 011433970860
ContactId: b7848226-4bfd-4a0a-9b4f-52599b4a7793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355950 ms
Total Talk Time (AGENT): 94077 ms
Total Talk Time (CUSTOMER): 76903 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b7848226-4bfd-4a0a-9b4f-52599b4a7793_20250407T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, um, I'm calling because I was trying to create an account on, um, online, and I got an error. It's, it was, it said the information entered.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Already exists, but I'm not sure if I ever created an account.
[AGENT][NEUTRAL] OK, I can take a look at it for you, um, or with you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It's 02610102.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me a moment to pull up your account, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII], verify your date of birth and your um mailing address for me.
[CUSTOMER][NEUTRAL] Yeah, [PII], it's [PII].
[AGENT][NEUTRAL] OK, thank you. Give me your date of birth again, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now let's take a look at the OSC so I show that your account is created and it is active and so when you go to log in what takes place?
[CUSTOMER][NEUTRAL] Um, so I, I didn't know I had an account, so I tried to create a new one and it said that the information, um, was already, uh, like I already had an account, but then I don't know what my username is.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so I can provide you with the username.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's [PII], but give me just a second because I show.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Another email [PII] and.
[CUSTOMER][NEUTRAL] 011, yeah. So that was my old email.
[AGENT][NEUTRAL] And, and then another spot we have [PII]. So give me one second, let me see if I can make them, get them to match.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I don't know if this is the issue, but.
[AGENT][NEUTRAL] Let me go ahead and correct it before you try to.
[AGENT][NEUTRAL] Log in again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we've updated that.
[AGENT][NEUTRAL] So you wanna try to log in?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so yeah, now it's giving me the option to change my password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, so now I'm in.
[AGENT][POSITIVE] OK, very good. Any other questions?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty.
[AGENT][POSITIVE] All right, so if no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh bye bye.