AccountId: 011433970860
ContactId: b85bb65d-f1c4-45bf-8311-960d0da0cfb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278410 ms
Total Talk Time (AGENT): 94322 ms
Total Talk Time (CUSTOMER): 125907 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b85bb65d-f1c4-45bf-8311-960d0da0cfb6_20250513T16:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I, so I guess, basically, long story short, I'm trying to see if I still have like a
[CUSTOMER][NEUTRAL] Like a plan with you guys. Um, I got these cards, honestly, like last fall, um, with my job, uh, and I tried making like an online account.
[CUSTOMER][NEUTRAL] Um, but I think I don't have the right, well, yeah, I, I wasn't able to do that cause I
[CUSTOMER][NEUTRAL] Don't have, I had different addresses, um, but yeah, I don't know if there's a way I can like either give you the policy number or something to see like if I have anything, and if I do what that was or if it was, it might have been canceled, so that's why I say I'm not sure if I have a plan still.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02.
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] 9274
[AGENT][NEUTRAL] OK. Could I get your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK, and then um what address uh would it have been under?
[CUSTOMER][NEUTRAL] Uh, it might have been under.
[CUSTOMER][NEUTRAL] Um, let's try [PII].
[AGENT][POSITIVE] Yes, that's right. And then.
[CUSTOMER][NEUTRAL] If not, I have about
[CUSTOMER][NEUTRAL] Oh it is? OK. Mhm.
[AGENT][NEUTRAL] Yeah, that was it and then do you know the email looks like it was a work email that it was under.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes. It's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let's see, so it looks like this policy.
[AGENT][NEUTRAL] Well, let's see if there's a not now.
[AGENT][NEUTRAL] OK, this policy term 9124, but I show you have a current one, so let me pull that up for you.
[AGENT][NEUTRAL] See what that is.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Yeah, I've got a current policy. It's um 2,549,580.
[AGENT][NEUTRAL] And um for setting up your online account, it has to be on a desktop or laptop.
[AGENT][NEUTRAL] Um, do you have access to that?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you wanna try that now or do you want to, uh, want me to send you information on how to set it up or what would work best for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] My, yeah, you can if you can send it to me, that'd be much appreciated.
[AGENT][NEUTRAL] OK. And did you say that you have a new address um that we need to change it to?
[CUSTOMER][NEUTRAL] Uh, no, it's the same address, but I'm, my job sometimes keeps putting in my like address from 3 years ago, so I wasn't sure.
[AGENT][NEUTRAL] Oh, OK, OK. So that is the right address. OK.
[CUSTOMER][NEUTRAL] Uh, yeah, that is.
[AGENT][NEUTRAL] OK, perfect. Um, just note, I'm gonna send you the instructional guide on how to set that up. Um, I'll send you the link to the website as well. Uh, note that you'll have to enter your full, full Social Security number, and then when it asks for your email, it's going to be that email that you gave me, that work email.
[CUSTOMER][NEUTRAL] OK, uh, if I tried it before, but I guess it was on my phone, would that be the reason why that error message popped up?
[AGENT][NEGATIVE] Yes, it won't work on a phone.
[CUSTOMER][POSITIVE] OK, good. All right, um, that, that sounds perfect. Thank you so much.
[AGENT][POSITIVE] OK, I'll get that sent your way. Just give me a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.