AccountId: 011433970860
ContactId: ee8d2881-33d7-418b-b134-922a22479774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223320 ms
Total Talk Time (AGENT): 86927 ms
Total Talk Time (CUSTOMER): 65600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ee8d2881-33d7-418b-b134-922a22479774_20250205T16:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEGATIVE] Uh, yeah, I was done online to try to download my ID card and entered my information and it says that they can't find.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, can't find me in the system.
[AGENT][POSITIVE] OK, I can help you with that. And see, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEGATIVE] I I don't know the policy number right off the top of my head that's part of my problem.
[AGENT][NEUTRAL] Oh OK
[AGENT][NEUTRAL] OK, let's see if we can do a search, bear with me.
[CUSTOMER][NEUTRAL] It's it's through the city of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you say your first name is, I didn't quite catch your first name, the word.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah, I found you. OK, here you are. I need to verify your date of birth and the email address on file for security.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, I, I'm pretty sure the email it should be on file is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And I see that may be misspelled. You said it's uh crash.
[AGENT][NEUTRAL] B R [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Yeah, it's missing this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yeah, bear with me let me go ahead and update that.
[AGENT][NEUTRAL] It's in an S, so it's not gonna let you register without that S. OK, um, let's see.
[AGENT][NEUTRAL] I did, OK.
[AGENT][NEUTRAL] OK, do you wanna try now that I fixed the email?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hey, there we go.
[CUSTOMER][NEUTRAL] Got me to the create my account page that's what I was looking for.
[AGENT][POSITIVE] Perfect, yes, yes, yeah, we're missing that if it makes a big difference.
[AGENT][NEUTRAL] All right, yeah. Do you need anything else? Any other questions or concerns?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] Mr. [PII]. All right. Well, thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome.