AccountId: 011433970860
ContactId: ec0e2509-c642-4df2-be32-2bb4964c3491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628950 ms
Total Talk Time (AGENT): 116275 ms
Total Talk Time (CUSTOMER): 327998 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ec0e2509-c642-4df2-be32-2bb4964c3491_20250123T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm trying to, I'm trying to access online, but for some reason I don't remember my password or anything. So I'm calling to see if I can get a copy of, um, my benefit statement.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, I can get that for you. Ms. [PII], can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] 20608708.
[AGENT][NEUTRAL] I'm sorry, you're gonna have to repeat that. Your phone was breaking up.
[CUSTOMER][NEUTRAL] 00608708.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And also.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And my phone number, you said phone number?
[AGENT][NEUTRAL] Yes, the phone number that you gave me, is that your cell phone number?
[CUSTOMER][NEUTRAL] That's my cell. That's the only number I have now.
[AGENT][NEUTRAL] OK, and then I'll just need your email address, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying your policy for me. So I'm going to pull in your policy real quick.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So that I can um send that by email to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] to the end.
[AGENT][NEUTRAL] It's gonna be just a second while I pull it in.
[CUSTOMER][NEUTRAL] Part of the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] the.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Just yeah.
[CUSTOMER][NEGATIVE] And the problem is.
[CUSTOMER][NEUTRAL] about 8 inches.
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] sure.
[CUSTOMER][NEUTRAL] So you know.
[CUSTOMER][NEUTRAL] Area and uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] you know to get it open at some point today. The right now is at the bridge and open to the general public and fill out a definite as we're work continues.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] all of it
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] OK. I'm working on it right now.
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That they and the body and some actual actual calling is happening.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] if you like it well with that programming you're special.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We're a local company.
[CUSTOMER][NEUTRAL] They call me back and that's when they let me know that it takes.
[CUSTOMER][NEUTRAL] Out here.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] have more people.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, I've got that email on its way to you, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all. Well, you wouldn't know how, how I can uh do my password with you.
[AGENT][NEUTRAL] You're what, ma'am?
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] The online password to the uh how would I
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, when you go into the online service center you just use your username and then once you get in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't, I, I don't remember it. That's the problem. I don't remember my username. My username, yes.
[AGENT][NEUTRAL] Oh, you don't remember your.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK. Let me, um,
[AGENT][NEUTRAL] Let me see if I can help you with that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can qualify.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] He
[CUSTOMER][POSITIVE] All things are certainly progressing inside out.
[CUSTOMER][NEUTRAL] lot of people.
[CUSTOMER][NEUTRAL] All
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] We have a lot of information passed on so.
[CUSTOMER][NEUTRAL] Call here and find out it looks like they get it back to a lot of people out.
[CUSTOMER][NEUTRAL] You wanna call me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] I'm, I'm trying to get your email to you also.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, your user.
[CUSTOMER][NEUTRAL] I need to write that stuff down.
[AGENT][NEUTRAL] Yes, ma'am. Your username is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] They had the.
[CUSTOMER][NEUTRAL] OK. OK. All right, and I can always reset my password.
[AGENT][NEUTRAL] Yes ma'am, so you, you, uh, sign in with your username and then there's an option there to reset your password.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And you'll use that option to reset.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] That is it. That, no, that is it. Thank you.
[AGENT][POSITIVE] OK, you're very welcome.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][POSITIVE] Bye-bye. You take care and thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too bye bye.