AccountId: 011433970860
ContactId: e2472b29-023c-47ba-81ca-2bf656d43315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 681590 ms
Total Talk Time (AGENT): 174335 ms
Total Talk Time (CUSTOMER): 168386 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e2472b29-023c-47ba-81ca-2bf656d43315_20250402T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, uh, my name is [PII], and um, I have an account with you guys. I just don't know my, uh, policy number, my account number is.
[CUSTOMER][NEGATIVE] And when I tried to register my account uh it's saying that uh uh error no user was found.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, it may be because we have something different than what you're putting in, um, but I can assist you with that. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, my area code is [PII].
[AGENT][POSITIVE] Thank you. All right. And let's see one moment.
[AGENT][NEUTRAL] And may I have your address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I think I found you. Um, let me pull this one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK um.
[AGENT][NEUTRAL] May I have your date of birth and email address for verification?
[CUSTOMER][NEUTRAL] OK, it's uh [PII] and my email address is [PII].
[AGENT][NEUTRAL] That's the number 8.
[CUSTOMER][NEUTRAL] Yeah, the number 8, yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me one moment.
[AGENT][NEUTRAL] OK, so more than likely, that's the reason I didn't let you in because we didn't have that email. So I went ahead and added the email, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, do you want to try to register one more time?
[CUSTOMER][NEUTRAL] OK, let me try.
[CUSTOMER][NEUTRAL] Mm, it's still saying. How refresh.
[AGENT][NEUTRAL] Yeah, you need to get out, like go out and come right back in, so it will refresh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm. Let me try.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEGATIVE] No, it's still saying no user was found.
[AGENT][NEUTRAL] OK, um, bear with me just a second.
[CUSTOMER][NEUTRAL] Do, do you have to use uh for the social security number, do you have to have dashes in it or can you just put the uh.
[AGENT][NEUTRAL] No, uh, you don't need to put the dashes, um, that's usually automatically put in.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, or do you happen to know my member ID number is I like to.
[AGENT][NEUTRAL] You don't have a member ID it's gonna be your social.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try let me try all lowercase.
[CUSTOMER][NEUTRAL] Probably [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me see, she's not on.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If it's not working, maybe we need to verify that so to make sure we have it correctly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] No, it's still not coming up, so maybe my social might not be correct on your end.
[AGENT][NEUTRAL] OK, let me have that just to make sure it's correct.
[CUSTOMER][NEUTRAL] OK, I have it's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, that's what we have. So that one is correct. Um, the date of birth, can you repeat that one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, that's what we have. What zip code are you using?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I don't know why it has that one.
[AGENT][NEUTRAL] That's the one that it pulled automatically through the system.
[CUSTOMER][NEUTRAL] OK. Well, that might be, uh, I don't know if it's probably from my uh employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause uh their main campus is in [PII], but we live our uh
[CUSTOMER][NEUTRAL] Our apartments in [PII].
[AGENT][NEUTRAL] Yeah, and I do have [PII]. I have the [PII], but it is pulling the zip code of [PII], so I'm not really sure why it's pulling that zip code, but that's what it came with.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, that, I don't even know what that goes to.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm that makes sense.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, usually just one little detail will change everything.
[CUSTOMER][NEGATIVE] Yeah, it messes up everything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So you're trying now with that zip code?
[CUSTOMER][NEUTRAL] Yeah, let me refresh again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, sorry.
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][POSITIVE] No you're good.
[CUSTOMER][NEUTRAL] No, no, you should respond with this information.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see, is the email all lower case or capitalized?
[AGENT][NEUTRAL] Um, well, I don't think that will make a difference, but it's capitalized on my end. Um, let me make sure, and it was just your first name and the letter S and the number 8, correct?
[CUSTOMER][NEGATIVE] OK. Well I shouldn't have it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, mhm, just the same way that we have it here. Alright, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're still um using that zip code that we have, the [PII], correct?
[CUSTOMER][NEUTRAL] 70. I'm put I'm putting in the [PII].
[AGENT][NEUTRAL] Yeah, you need to put the one we have here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what it did. OK, OK, that got me.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So you're in?
[CUSTOMER][POSITIVE] And I can create my account, yes ma'am.
[AGENT][NEUTRAL] All right, perfect. Yes. All right. OK. You think you got it from here or you still need me to wait just to make sure that you can get in?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yes ma'am, I should have it from here.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, you have a good day. If you have any other questions or concerns, you feel free to call us back, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, Miss [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.