AccountId: 011433970860
ContactId: db7f6747-f6d1-497f-a407-82fab792a3b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118760 ms
Total Talk Time (AGENT): 40178 ms
Total Talk Time (CUSTOMER): 74297 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/db7f6747-f6d1-497f-a407-82fab792a3b4_20250311T16:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, uh, my name is [PII]. I was trying to get some information, but every time I try to log in, I get a oops, there seems to be a problem message, so I'm trying to register as a new user.
[AGENT][NEUTRAL] OK, well, I can try to assist you with that. Um, Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I'd have no, I don't know any of it. I'm, I'm worked through Fort Worth ISD and all that, and so I had no, no anything.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] No, cause it sit.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the last 4? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I have no idea what email address they gave you, so uh that may be why it's not pulling up. I put in [PII].
[AGENT][NEUTRAL] Oh, that could be a reason why. I show a different email address at uh FWIS.
[CUSTOMER][NEUTRAL] Are they, are they using my school, are they, are they using my school email address or?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah, so they're using my school address [PII]. OK, that might be why it's not pulling up because I have a different email address then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes, sir. Would you like for us to change it or keep it the way it is?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Well I can put that in if I know that I just did it.
[CUSTOMER][NEUTRAL] See that's OK. That's what it was. Now I can go in and look around and put my ID card and all that stuff, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, sir.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL Have a.