AccountId: 011433970860
ContactId: d2469ca3-cd21-4d1b-bb27-f59fa4ab2a9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330079 ms
Total Talk Time (AGENT): 77230 ms
Total Talk Time (CUSTOMER): 137221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d2469ca3-cd21-4d1b-bb27-f59fa4ab2a9e_20250613T14:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], I'm hoping you can help me give me my APL policy number so that I can file a claim.
[AGENT][NEUTRAL] OK, do you have your last name or social?
[CUSTOMER][NEUTRAL] Yes, um last name is [PII]
[CUSTOMER][NEUTRAL] And my social is [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I don't know if you have my work email address or my personal um my work with [PII].
[AGENT][NEUTRAL] Let's 6
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] It looks like you're personal.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. OK, um, I've got your policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Policy number is 249-8126.
[CUSTOMER][NEUTRAL] 2424982498126
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] What's the effective date?
[AGENT][NEUTRAL] Um, looks like the effective date was [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEGATIVE] No, you have a 10, I can't get on. I keep trying to log on to my email address and I'm struggling. Is there someone there who can help me and I would have done all this. I wouldn't have bothered you.
[AGENT][NEUTRAL] Oh, so are you, you have to create a new account, so you'll go to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And create your OSC account, you'll be the insured.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then um you'll enter your last name.
[AGENT][NEUTRAL] You should only have to enter the one with the asterisk, last name, email, and date of birth.
[AGENT][NEUTRAL] We've got the Gmail.
[CUSTOMER][NEUTRAL] Yeah, I thought, hold on one second, let's see. [PII].
[CUSTOMER][NEUTRAL] 192.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 6 10 1960.
[CUSTOMER][NEUTRAL] It said 10.
[CUSTOMER][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 1964.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] So I did it.
[AGENT][NEUTRAL] And it'll ask for a verification to send a verification code and then that will go to your email.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then once that's received, you'll verify the code.
[CUSTOMER][NEGATIVE] I guess that's the problem. It's not coming to my email.
[CUSTOMER][NEGATIVE] I sent it a while ago and I still haven't gotten it.
[CUSTOMER][NEUTRAL] Does it just take a while?
[AGENT][NEUTRAL] Uh, usually, it shouldn't take more than a minute or two.
[AGENT][NEUTRAL] We've got 8
[CUSTOMER][POSITIVE] It's not in trash.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, oh, here it is, OK.
[CUSTOMER][POSITIVE] I have it. You're wonderful. Thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, you've been wonderful. Thank you. I appreciate it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day and a good weekend.
[CUSTOMER][POSITIVE] You too have a great day bye.
[AGENT][POSITIVE] Thank you. Bye-bye.