AccountId: 011433970860
ContactId: e4a7edc3-6d36-42a3-958e-15f6974c89ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231470 ms
Total Talk Time (AGENT): 82987 ms
Total Talk Time (CUSTOMER): 73848 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e4a7edc3-6d36-42a3-958e-15f6974c89ef_20250415T21:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, how are you, ma'am? Good afternoon.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Really good, really good. I'm trying to connect to my um.
[CUSTOMER][NEGATIVE] To my policy to sign in as a new user, and it's not working, so I don't know what I'm doing wrong.
[AGENT][POSITIVE] Alright, I'll be happy to help you with getting signed on to the OSC today. What was your name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, Mr. [PII] and just in case we get disconnected, what is a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02611483
[AGENT][NEUTRAL] Alright, give me just a moment, let me pull your policy up and then I'll just need to verify a little bit of information, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need is your email it looks like your work email.
[CUSTOMER][NEUTRAL] My work email is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] That is all I need right this second, Mr. [PII]. Hold on just a second. I'm gonna see what's going on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so when you were trying to sign up, were you using your work email?
[CUSTOMER][NEUTRAL] No, I was using my personal.
[CUSTOMER][NEUTRAL] So let me try my work email.
[AGENT][NEUTRAL] OK, so yeah, the, the online service center goes by the email we have on file and we have your work email. Now if you would like to change that to your personal I can do that, um, but it, it's whichever one you want.
[CUSTOMER][NEUTRAL] I got it, this is already. I just use my old one. I'm about to change it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So I think that's it, right?
[AGENT][POSITIVE] Yeah if you wanna go ahead and try to continue with the process just to make sure there's no other issues.
[CUSTOMER][POSITIVE] Yeah, I'm doing already that, it seems to be working.
[AGENT][NEUTRAL] OK. All right, Mr. [PII]. Is there anything else I can do for you today?
[CUSTOMER][POSITIVE] No, ma'am, thank you very much.
[AGENT][POSITIVE] No problem thank you so much for choosing APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] As well. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.