AccountId: 011433970860
ContactId: ee7c0310-76bd-4606-9790-c13f5e249a88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313290 ms
Total Talk Time (AGENT): 115457 ms
Total Talk Time (CUSTOMER): 126611 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ee7c0310-76bd-4606-9790-c13f5e249a88_20250527T16:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to log in to my uh
[CUSTOMER][NEUTRAL] My account but I don't remember my user name.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with your username. um, can you please give me your name, your call back number and then policy number please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, let me find my policy number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][POSITIVE] Yes, go ahead and take your time.
[CUSTOMER][NEUTRAL] Ah, here it is, uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have my group number on the card. I don't see like a number for me.
[AGENT][NEUTRAL] Do you see an inpatient or an outpatient certificate number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, can you give me one of those numbers?
[CUSTOMER][NEUTRAL] Yes, yes, yes. Uh 0.
[CUSTOMER][NEUTRAL] 02003102 M as in Mary L as in Larry 7.
[AGENT][POSITIVE] OK, thank you very much and Miss [PII], can you please give me your callback number just in case the call is disconnected? I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Alright and then also I'll need to verify your policy real quick can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my address is [PII]. Um, you may have my, I'm not sure what number you have [PII].
[CUSTOMER][NEUTRAL] And then for my email address I'm not sure if it's going to be um.
[CUSTOMER][NEUTRAL] My work address or my iCloud address. Um, my work address is, sorry?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like it's your iCloud address and then I'll need to update your phone number because I have a different phone number. What was the phone number you just gave me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me update that phone number for you and then I also have a different address too.
[AGENT][NEUTRAL] I have um
[CUSTOMER][NEUTRAL] You don't have a, uh-huh.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][POSITIVE] Oh, I, I see it, yes ma'am, we do have that one. I apologize.
[CUSTOMER][NEUTRAL] No, that's OK. And then phone number, uh, it's, do you have the [PII]?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, that's what I had.
[CUSTOMER][NEUTRAL] That one's fine too. That one's fine too.
[AGENT][POSITIVE] OK. All right. All right, thank you so much. All right. Mhm. Go ahead.
[CUSTOMER][NEUTRAL] And then my
[CUSTOMER][NEUTRAL] My iCloud is [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII] for verifying that information for me.
[AGENT][POSITIVE] I'm gonna go in here and get your username for you.
[AGENT][NEUTRAL] OK, are you ready for your username?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, normally my username has a [PII] at the end, that's why. OK, perfect.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect. And now I'll go through this to get, perfect. OK. Now I can do the code. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with today, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] OK well you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.