AccountId: 011433970860
ContactId: e5553297-0d91-40e5-9b86-75e6fe2fb4b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232000 ms
Total Talk Time (AGENT): 101863 ms
Total Talk Time (CUSTOMER): 93220 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e5553297-0d91-40e5-9b86-75e6fe2fb4b3_20250411T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. So my name is [PII]. I received, um, like a letter with my, um, cards, and I tried to log in in the website, um, but it said that, um, no user was found with the information that was entered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can assist you with that. More than likely the information is not matching. Um, may I have the, the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, you said the policy number?
[AGENT][NEUTRAL] Uh, I need first a callback number just in case we get disconnected and then you can go ahead and give me the policy.
[CUSTOMER][NEUTRAL] Oh, OK. Yes, so, um, 407.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 666-1724.
[AGENT][NEUTRAL] OK, thank you. And what's the the policy number?
[CUSTOMER][NEUTRAL] Um, it said 026 11826.
[AGENT][NEUTRAL] All right. And may I have your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What's the email address?
[CUSTOMER][NEUTRAL] And [PII]. I don't know if you have that one or you have my work email.
[AGENT][NEUTRAL] OK, now we have um your personal, let me just make sure that it's correctly put in and that's on the whole, which is your last name and then your first name.
[CUSTOMER][NEUTRAL] First name, that's [PII], [PII].
[AGENT][NEUTRAL] [PII]. OK, that's [PII]
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] Alright, let me check and see no.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] The zip code you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The last name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All that information is correct. The only other thing that I can think of is probably the social or what information are you putting under the social or ID?
[CUSTOMER][NEUTRAL] So it, it said that don't, don't put like the policy number, so that's why I put my social.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So let me verify the social just to make sure we have it correctly.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] That is what we have. OK, I wonder what do you wanna try it now that you got me on the line?
[CUSTOMER][NEUTRAL] Yes, um, let me change the email that now that I'm seeing the email, it's, it's my work email what I have here, so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So let me change it for my personal emails um let me make sure uh come on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Personal, OK.
[CUSTOMER][NEUTRAL] Let me try it now. Yes, it let me in. I'm sorry, I don't even see that one.
[AGENT][POSITIVE] Perfect. No problem. It's OK. Uh, is there anything else I can help you with today? You need any other information?
[CUSTOMER][POSITIVE] Uh no, thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.