AccountId: 011433970860
ContactId: ce23c225-ccfc-48ab-a81e-2887e01b87fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138779 ms
Total Talk Time (AGENT): 44628 ms
Total Talk Time (CUSTOMER): 59877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ce23c225-ccfc-48ab-a81e-2887e01b87fa_20250106T22:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, I'm trying to register my account online, but it's not letting me so it told me to call this number.
[AGENT][NEUTRAL] OK, sure, I can assist you with online service center. And may I have um the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 025.
[CUSTOMER][NEUTRAL] 81742
[AGENT][NEUTRAL] OK. May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] Um, well, it's gonna be in my husband's account. His name is [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, what's your date of birth, Mr?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, thank you, and I need a callback number and the mailing address on file for verification.
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on I'm on the phone. [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK and you said it's giving you an error?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, what email address are you using?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, um, it's, it's not, it's not gonna be that one. It's gonna be the work email.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] No, and I cannot give you that information. You will have to ask your husband what is the email address we have on file.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Is there anything