AccountId: 011433970860
ContactId: c320c3d8-280e-4b7c-8842-f6ed596fa0f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252119 ms
Total Talk Time (AGENT): 63508 ms
Total Talk Time (CUSTOMER): 107093 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c320c3d8-280e-4b7c-8842-f6ed596fa0f7_20250107T21:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with Catter Mills ISD, and I have the APL group cancer, uh, policy. However, uh, when I was trying to create my account, it says it can't find me, um, so I was hoping that you might be able to help with me. It says that no user found with the information that was provided.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, do, do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, spell your first and last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my, my last name may be hyphenated [PII]
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your I mean your um callback number, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] OK. What's your complete address uh [PII]?
[CUSTOMER][NEUTRAL] Well, I have two. My permanent one is [PII]. My work, uh, living address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and we do have a [PII] address on file for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so now you said that you're.
[CUSTOMER][NEUTRAL] What last name was it hyphenated? I never know how it goes in the system.
[AGENT][NEUTRAL] Well, it, it's just there there's no dash in the middle so that's probably why you couldn't log on it's just [PII] [PII].
[CUSTOMER][NEUTRAL] Oh, that's what it is.
[CUSTOMER][POSITIVE] That's what it is I bet let me see I'm actually on here right now.
[AGENT][NEUTRAL] I, I think so too.
[AGENT][NEUTRAL] Yeah I think that's what it is when you said that when I pulled your name up.
[AGENT][NEUTRAL] And did you give me your email?
[CUSTOMER][NEUTRAL] And it may, I don't know. I, well, I have a personal one and a work one. Which one is it? Is it [PII] IST? OK, yeah, alright, I'm gonna put that one in there.
[AGENT][NEUTRAL] Did you give me your email?
[AGENT][NEUTRAL] To work with.
[AGENT][NEUTRAL] Yes.org. Mhm.
[AGENT][NEUTRAL] Yeah, that's what it was.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Good deal. I was like, I know, and I try every variation that I can think of with my hyphenate. I like to keep it interesting, you know, keep everybody on their toes, uh, but it's like it was not finding it is driving me crazy. Oh, there it is. OK, now I can create my account. Thank you so much.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Let me check it on my end as well, yeah, it shows that you're in the process of creating it very good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, [PII]. Anything else?
[CUSTOMER][POSITIVE] No ma'am you have a great day.
[AGENT][POSITIVE] Uh, you too, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You too bye.