AccountId: 011433970860
ContactId: d703c4e6-8d89-467f-b70b-4c013bf46ee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204630 ms
Total Talk Time (AGENT): 77771 ms
Total Talk Time (CUSTOMER): 88092 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d703c4e6-8d89-467f-b70b-4c013bf46ee1_20250428T22:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I
[CUSTOMER][NEGATIVE] Have a plan with APL. I am trying to create an account online but am failing to do so for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Reasons unknown.
[AGENT][NEUTRAL] Is it saying that it can't find you in our system or something like that?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so the information you entered does have to match what we have in our system, so we go, we can go ahead and verify that all of that is correct. Um, [PII], do you mind if I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and do you have your policy number?
[CUSTOMER][NEUTRAL] I do indeed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 59192
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you uh it looks like it might be through your employer.
[CUSTOMER][NEUTRAL] Uh, then it's going to be one of two addresses a [PII].
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] That's the one OK so that's I appreciate you verifying all of that so all of this information including that email is what you're going to be entering into those fields um that you complete.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] OK, so I guess my one last question would be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] When you, when you go to say new user it's a little confusing am I I'm I'm.
[AGENT][NEUTRAL] Individual it would be the top option.
[CUSTOMER][POSITIVE] Individual, OK wonderful alright then.
[AGENT][NEGATIVE] Yes, it, it is very confusing.
[CUSTOMER][POSITIVE] Yeah, they uh they probably should rewrite that. I appreciate your help. Let me go ahead um my member number isn't on here anywhere.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] So that field where it asks for a member ID or the social um your member ID is different than a social security number so your policy does not have a member ID so you would put your social in that field.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I love that it doesn't even obscure that at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful thank you very much. I appreciate your help.
[AGENT][POSITIVE] Awesome, absolutely. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No, that'll be it. Thank you very much.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you [PII], you too.
[AGENT][POSITIVE] Thanks. Bye-bye.