AccountId: 011433970860
ContactId: dc4f2aa8-c109-4d92-9275-395f0ce2ef23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286790 ms
Total Talk Time (AGENT): 109317 ms
Total Talk Time (CUSTOMER): 73467 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dc4f2aa8-c109-4d92-9275-395f0ce2ef23_20250121T21:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm just trying to make a new account on the APL insurance, but it's not letting me.
[AGENT][NEUTRAL] OK, you're just trying to set up an account online it sounds like, is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, are you, um, an individual with an account with us or you're a provider?
[CUSTOMER][NEUTRAL] Uh, an individual.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you by chance have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Uh, yes, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number, policy er number, is that the one you need?
[AGENT][NEUTRAL] Uh-huh, yeah, yeah.
[CUSTOMER][NEUTRAL] So it says 0258.
[CUSTOMER][NEUTRAL] 4974
[AGENT][NEUTRAL] All right, thank you for that. Let me just pull this up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if I could get your uh date of birth and address, please.
[CUSTOMER][NEUTRAL] So date of birth will be [PII].
[CUSTOMER][NEUTRAL] And then my address will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. The email address we have on file is [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, yes, that's a good email.
[AGENT][NEUTRAL] OK, so when you're signing up online you're clicking I'm an individual with an APL account, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, and you're putting in your Gmail account under the email?
[CUSTOMER][NEUTRAL] Yes, I'm putting that one that you said.
[AGENT][NEUTRAL] OK. And then the zip code, you're putting [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm putting that one in.
[AGENT][NEUTRAL] OK. Um, and you're putting in your social?
[CUSTOMER][NEUTRAL] Yes, I'm putting social.
[AGENT][NEUTRAL] OK, last name, social, zip, email.
[AGENT][NEUTRAL] And OK. Date of birth.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] We have date of birth [PII]. That's correct.
[CUSTOMER][NEUTRAL] Uh, it's my birthday is [PII].
[AGENT][NEUTRAL] Oh, that would be the error then.
[AGENT][NEUTRAL] OK, let me see what we need to do to update that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And you said it's [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, go ahead and try if you're still online, [PII], try it again and see if it works now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, uh, let me, let me create the account now.
[AGENT][POSITIVE] OK, awesome. Um, is there anything else I can help with today?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Um, just one more question, so are the, the insurance plans, are they already effective? Or do I have to make the account and then they'll be effective?
[AGENT][NEUTRAL] Um, no, the insurance is already active and effective. This is just so you can view your policy and if you need to file any claims or anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, OK, perfect. Um, that'll be pretty much it then.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you very much for your help. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.