AccountId: 011433970860
ContactId: cd042360-364f-4512-afdf-2124779abc6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185740 ms
Total Talk Time (AGENT): 65243 ms
Total Talk Time (CUSTOMER): 92467 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/cd042360-364f-4512-afdf-2124779abc6b_20250618T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII] and I was calling, uh, I was trying to go online and register, um, last yesterday I got the ID cards, but whenever I try to register it's telling me that it can't find me.
[AGENT][POSITIVE] OK, I'm definitely sorry that you're receiving that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me, receiving that error, I'll be more than happy to help you and try to get into the online service center. Um, Ms. [PII], may I have a good contact number in case we're disconnected and then the policy er number on your ID card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I'm gonna give you my, uh, it's my work number, it's 337.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I forgot 0 485-532-0.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, policy number is 02637897.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My email address, did you say email address?
[AGENT][NEUTRAL] Email and mailing.
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] OK, email is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your email address that you have on file looks like your work email address [PII]. So did you want that email address or your personal one on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] LA
[CUSTOMER][NEUTRAL] Um, you can leave the email that, that one that they have on file fine, that's fine.
[AGENT][NEUTRAL] OK, so when you're trying to log in, go ahead and use that email, it should work for you.
[CUSTOMER][NEUTRAL] Use that email address? OK, alright, let's see.
[CUSTOMER][NEUTRAL] And I'll let everybody else know over here that it's their work email.
[AGENT][NEUTRAL] Well, now, it could be different. It depends on what they set up.
[CUSTOMER][NEUTRAL] Well, it was our HR that set it up so I'm sure they all set us up the same they just didn't tell us that yeah that it let me in that way, OK.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] OK, good. So you're good to go?
[CUSTOMER][NEUTRAL] All right, so that's all I needed. Yes, ma'am.
[AGENT][POSITIVE] All righty. Well, thank you so much for calling APL Ms. [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.