AccountId: 011433970860
ContactId: cea1ce83-280a-4a71-9a13-469926dbad34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214679 ms
Total Talk Time (AGENT): 35141 ms
Total Talk Time (CUSTOMER): 74663 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/cea1ce83-280a-4a71-9a13-469926dbad34_20250626T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], and I got the email with my ID card and the link to sign up for the online customer service so I can get info.
[CUSTOMER][NEUTRAL] And I went there and I tried to sign up and it gets to the birthday.
[CUSTOMER][NEUTRAL] And I was born in I was born in [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It seems like it's wanting me to hit that arrow button every month for.
[CUSTOMER][NEGATIVE] [PII] and I'm not gonna do that so if I would like you to help me set this account up.
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] Uh my member ID should be 1554.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02615501
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Email address is [PII]. Street address [PII].
[AGENT][POSITIVE] OK, thank you so much. Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] And you said when you're entering your date of birth, it's doing what again?
[CUSTOMER][NEGATIVE] The interface lets me only go one month back at a time.
[AGENT][NEUTRAL] You should be able to just type in the birth date.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEGATIVE] Yeah, it's not letting me type anything in.
[CUSTOMER][NEUTRAL] Is it different, uh, if I'm on my phone or?
[CUSTOMER][NEUTRAL] On a computer, is it gonna be different?
[AGENT][NEUTRAL] I would assume so.
[CUSTOMER][NEUTRAL] Let me turn on my computer real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I can just type it in my computer so I don't, I don't need to thank you.
[AGENT][POSITIVE] OK, you're welcome thanks for calling APO, Mr. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.