AccountId: 011433970860
ContactId: ea7c9077-cc54-4633-8689-e72303a1d982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297059 ms
Total Talk Time (AGENT): 135063 ms
Total Talk Time (CUSTOMER): 95221 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ea7c9077-cc54-4633-8689-e72303a1d982_20250325T12:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm trying to register to uh get my uh current card, um, and I'm not able to get in. It tells me to call this number in option 4.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, so you're trying to set up your personal profile in the online service center but you're.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Getting an error message, is that correct?
[AGENT][NEUTRAL] Yes sir, well, I can help you with that. Uh, so first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is
[AGENT][POSITIVE] I'm so sorry. Please say that again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me take it off speaker also, so.
[AGENT][NEUTRAL] [PII]. OK, Mr. [PII]. Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, my policy number of last year, which I think will be the same this year.
[CUSTOMER][NEUTRAL] It was, let's see.
[CUSTOMER][NEUTRAL] I'm just going to a doctor and wanted to have a current card.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] 02455
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] 69.
[CUSTOMER][NEUTRAL] Uh, no, there's 3 5s.
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] So 024.
[AGENT][NEUTRAL] Uh-huh. 55.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yes, 55569. OK, thank you.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you for security. So first off, if you could please verify.
[AGENT][NEUTRAL] Your date of birth.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and your full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Your home mailing address?
[CUSTOMER][NEUTRAL] Um, my home mailing address, this might be the problem because I moved, is [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we have on file for you is the same as the one that you gave me so again that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you. So the reason it's not letting you set up a profile, Mr. [PII] is because you already have one created, so I, it will only allow one profile. So what I can do is I can um give you the user name and if you don't remember your password you would just need to select the forgot password to create a new one but the user name.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Forgot.
[CUSTOMER][NEUTRAL] Right, username is [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] are all lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And your policy number now that you will look for and you will see previous policies that will show like lapsed. So your current active policy number is different than the one you gave me and it's 258.
[AGENT][NEUTRAL] 347 3.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Let me find
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, hold on, let me open a new notepad.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] What was that number again?
[AGENT][NEUTRAL] 258.
[AGENT][NEUTRAL] 3473.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Yes, sir. Well, you're certainly very welcome. So is there anything else that I can help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am. You have a great day.
[AGENT][POSITIVE] OK. Well, I hope you have a great day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir.