AccountId: 011433970860
ContactId: bb337f0a-c8f5-4826-8fe5-f922aebcd8b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526260 ms
Total Talk Time (AGENT): 134593 ms
Total Talk Time (CUSTOMER): 154871 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/bb337f0a-c8f5-4826-8fe5-f922aebcd8b2_20250520T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I'm trying to uh register online and it's not letting me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So told me to call you.
[AGENT][NEUTRAL] Yes sir, I can help you get into the online service center. Can I please get your name and.
[CUSTOMER][NEUTRAL] Yeah, I just got my I just got my card.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, may I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your callback number sir just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. And then may I have your policy number, please?
[CUSTOMER][NEUTRAL] 0262.
[CUSTOMER][NEUTRAL] 4578
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] I'm pulling the policy in now for you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, can you please verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then also I'm going to need for you to verify your address, phone number and email address for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's probably [PII].
[AGENT][NEUTRAL] OK, it looks like I have a different email address for you [PII].
[CUSTOMER][NEUTRAL] Which one do you
[CUSTOMER][NEUTRAL] Uh, so that is uh [PII].
[AGENT][NEUTRAL] OK, that this is a different one [PII].
[CUSTOMER][NEGATIVE] That one is dead. They were supposed to fix that in their and uh [PII], [PII] and [PII] was supposed to fix that in their systems.
[AGENT][NEUTRAL] OK, alright, can you please give me the email address that you want on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get that fixed up for you real quick, get that corrected that's probably your problem is you're trying to put in a different email address other than the one that we have in the system.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh bro.
[CUSTOMER][NEUTRAL] Yeah, right, [PII] [PII] said they were gonna fix, they were gonna fix it because I used that one because I thought it was alive and then all of a sudden I couldn't get into it.
[AGENT][NEUTRAL] OK, and let me read it back, make sure I've got it typed in correctly. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The last parts lowercase, the [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much. I appreciate that.
[AGENT][NEUTRAL] Alright, so what I would like for you to do is get completely out of the online service center and try to go back in again now that I've updated that email address for you.
[CUSTOMER][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Well yeah.
[CUSTOMER][NEUTRAL] OK, it's telling me about the new online er online center coming [PII].
[AGENT][POSITIVE] Yes sir, yes sir.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me go to the the user or new?
[AGENT][NEUTRAL] Uh, you're gonna go in as a new user.
[AGENT][NEUTRAL] Is your first step.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your second step is gonna be you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK, and then put my information.
[AGENT][NEUTRAL] Yes, you'll decide what you want your username and password to be.
[CUSTOMER][NEUTRAL] A birthday.
[AGENT][POSITIVE] And you let me know when you're in there so that we know that everything went through OK for you.
[CUSTOMER][NEUTRAL] OK, I am at the, I am at the, uh, create an account.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEGATIVE] Jeez, a lot of.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Your account has been successfully created.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK was there anything else that I can help you with [PII] before we go?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] You're very welcome I hope you have a good rest of your week and thank you for calling APL sir.
[CUSTOMER][NEUTRAL] You too ma'am.
[AGENT][NEUTRAL] Bye bye.