AccountId: 011433970860
ContactId: dfa32259-c06d-4273-a43c-a3e1c59be907
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210179 ms
Total Talk Time (AGENT): 73660 ms
Total Talk Time (CUSTOMER): 53910 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/dfa32259-c06d-4273-a43c-a3e1c59be907_20250402T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was trying to create a new user login and it's saying my information is not found.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with your login information. Is it, um, are you an individual for your policy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was your policy ID?
[CUSTOMER][NEUTRAL] Policy ID is uh CG 8680.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have like a certificate number or policy number? That one doesn't work.
[CUSTOMER][NEUTRAL] Policy, um, the first one is 02544271.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, and just a few more pieces of information. What is your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK, so.
[AGENT][NEUTRAL] Let me pull that up so we can go through it together.
[AGENT][NEUTRAL] OK, so you've never set it up before, is that correct?
[CUSTOMER][NEUTRAL] I'm pretty sure I have not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. Let me make sure I can double check that.
[AGENT][NEUTRAL] OK, yeah, don't show you've ever set it up. OK, so we're a new user and then you clicked I'm an individual with the APL insurance policy.
[AGENT][NEUTRAL] Um, it'll be your last name and then you have to, I know it says member ID, but you have to enter your social security number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That works.
[AGENT][POSITIVE] That worked OK.
[AGENT][NEUTRAL] Um, is there anything else I can help you with while we're on the call?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, no, the rest should go pretty.
[CUSTOMER][POSITIVE] Should go pretty good.
[AGENT][NEUTRAL] OK, well if you have any.
[CUSTOMER][NEUTRAL] That, is that the only, is that the only field that doesn't match the
[AGENT][NEUTRAL] Yes, everything else
[CUSTOMER][NEUTRAL] Like it said member ID and it needed lots of everything else should be cool.
[AGENT][POSITIVE] Yes, it should, yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I'm gonna, uh, I'm gonna try to log in so I can make a claim.
[AGENT][POSITIVE] OK, well if you have any uh questions or have any issues just give us a call back and we can um be glad to help you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.