AccountId: 011433970860
ContactId: c24fc215-53d2-4b66-bd26-0692f8b65504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545539 ms
Total Talk Time (AGENT): 172006 ms
Total Talk Time (CUSTOMER): 123519 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/c24fc215-53d2-4b66-bd26-0692f8b65504_20250509T18:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] [PII], thank goodness. This is [PII]. I talked to you a little while ago.
[AGENT][NEUTRAL] Yes, ma'am. You did have Ms. [PII]. I do remember.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, my husband called and I don't know who he talked to, but he called me back and he said they were gonna give me a one-time authorization.
[CUSTOMER][NEUTRAL] To sign in and then send me a link to where I could add myself.
[CUSTOMER][NEUTRAL] But the lady I talked to before you just said, well, they didn't put no notes there.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am. That is correct. I can see where you just called and spoke to someone and
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see, hold on just a second.
[AGENT][NEUTRAL] OK. Hold on, Ms. [PII].
[AGENT][NEUTRAL] OK. So, Ms. [PII], I'm not sure what happened on that call.
[AGENT][NEGATIVE] I don't see where the information was updated.
[AGENT][NEUTRAL] Do you mind letting me place you on a brief hold?
[CUSTOMER][NEUTRAL] No, and I can give you my husband's number if you want to call him.
[AGENT][NEUTRAL] Yes, ma'am, because the information that I indicated needs to be verified and updated was not. Does he know who he spoke with?
[CUSTOMER][NEUTRAL] Of course not.
[AGENT][NEUTRAL] OK, give me just a moment please.
[AGENT][NEUTRAL] I'll tell you what, that's fine. I'll, um, what is Mr. [PII]? OK, so you can't call him.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Right, because I cut you off earlier.
[AGENT][NEUTRAL] OK. What's his phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I think it just let me in to up to reset something.
[CUSTOMER][NEUTRAL] Um, but his is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I think I can do this. It's got work. I got it.
[AGENT][NEUTRAL] OK. Now, tell me what website are you on? Mhm.
[CUSTOMER][NEUTRAL] I'm on um the APL online service center.
[AGENT][NEUTRAL] Ms. [PII], are you, if you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEGATIVE] I couldn't hear you. Your voice faded out. Your faded out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what does the website look like? I can, yes ma'am, but what does the website look?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Um, it's got the.
[AGENT][NEUTRAL] Like it that you're on at the moment.
[CUSTOMER][NEUTRAL] It's got the APL.
[AGENT][NEUTRAL] What, what is there, what do you see on the screen?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's the [PII]. It's got online service center and then it's got Welcome the online service center, da da da. And it gave me the part, part where I could.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you have signed in?
[CUSTOMER][NEUTRAL] It gave me where I could create an account.
[AGENT][NEUTRAL] Yes, ma'am, but you're not gonna be able to create an account with the information we currently have on file unless.
[AGENT][NEUTRAL] Not with your email.
[AGENT][NEUTRAL] And I, again,
[CUSTOMER][NEUTRAL] No, I've got his.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And are you able to set it up, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I'm trying right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, we're at the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. And again, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If they did not do you know if they emailed him the user guide?
[AGENT][NEUTRAL] To his email address about.
[CUSTOMER][NEUTRAL] I, I have not
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, let me, let me do something while you and I are then are still on the phone.
[CUSTOMER][NEUTRAL] Uh, I just got an email that says thank you for activating your APL online service center account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what I'm gonna do is I'm going to email the user guide because for the online service center to his email address.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But that user guide Ms. [PII] will give information.
[AGENT][NEUTRAL] On the other things that you can do within the portal like I was mentioning to you a little while ago. It gives you the instructions on setting it up, but you've already done that, but it does give you information about uploading.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As well, so let me give me just a second to send that to his email.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, so I have just sent that email the email with the user guide to Mr. [PII]'s email address. The email that he's gonna be receiving will come from care team at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I did put APL online service center in the subject line.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] To make that easier to, to recognize as not being some junk mail.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. Well, you're welcome. So could I help you with anything else today?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, it was my pleasure in speaking to you again and I hope you, I still hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] Yes, thank you so much. Bye bye.
[CUSTOMER][POSITIVE] Thank you.