AccountId: 011433970860
ContactId: cd654b7b-c7ff-48a3-82b2-6e20fdcce039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244320 ms
Total Talk Time (AGENT): 80095 ms
Total Talk Time (CUSTOMER): 74503 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/cd654b7b-c7ff-48a3-82b2-6e20fdcce039_20250523T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to set up my account and it says.
[CUSTOMER][NEUTRAL] It sent me a verification code and when I put that code in there and said confirm it says.
[CUSTOMER][NEGATIVE] It's like y'all experiencing tough technical difficulty.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, do you, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] watch.
[CUSTOMER][NEUTRAL] Give me a social. You need my social [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment. And who is the policy for?
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK, let me get your policy pulled up.
[AGENT][NEUTRAL] OK. Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The email is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and so did you do like forget password?
[AGENT][NEUTRAL] You have your username?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] My username?
[AGENT][NEUTRAL] Do you have your username?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so if you do your user.
[CUSTOMER][NEUTRAL] I ain't just uh-huh.
[AGENT][NEUTRAL] Yeah, [PII], um, if you do forget password, it should send you a.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] A password reset if you don't know the password.
[AGENT][NEUTRAL] And are you on a laptop or desktop?
[CUSTOMER][NEUTRAL] No, on my phone.
[AGENT][NEUTRAL] Um, you'll have to do it from a laptop or desktop.
[CUSTOMER][POSITIVE] Oh, OK, that's good. Can you do it on a tablet?
[AGENT][NEUTRAL] No, it has to be from a laptop or desktop. We're actually in the middle of upgrading our system, so next May next week, [PII], we will have phone capabilities, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything I can help you with while we're looking at your account?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, well, um, yeah, give it a try.
[CUSTOMER][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Give it to the [PII]
[AGENT][POSITIVE] Yeah, the [PII] will be launching our new website and it'll be phone capable, so you'll be able to reset your account up and you can do it all from your phone.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Because
[AGENT][POSITIVE] Thank you. Bye bye.