AccountId: 011433970860
ContactId: f0615247-a7f0-41c5-a715-e98f3fdfc6e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329100 ms
Total Talk Time (AGENT): 126837 ms
Total Talk Time (CUSTOMER): 134535 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f0615247-a7f0-41c5-a715-e98f3fdfc6e7_20250303T17:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling because I'm trying to, um, I guess make an online, uh, log in and I have my letter here in my cards, but my social and my policy number aren't getting me into the website so I just thought I'd give you all a call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And then my policy number is 02552172.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then let's verify your address, phone number, and email address.
[CUSTOMER][NEUTRAL] OK, my, OK, the address was another thing that I thought we might need to talk about, but the address that's on my letter is our old address. It's [PII].
[CUSTOMER][NEUTRAL] My new address, which is the one that I've updated with, um, like my insurance services and everything, is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know which one you'll have on file.
[AGENT][NEUTRAL] OK, I've got the [PII].
[AGENT][NEUTRAL] [PII]. So we need to change that to the [PII], and what was the town and zip again?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And then the the zip code is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your phone number and your email address, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, my phone number is [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] OK, I'm showing a different email address for you it looks like it could be a work email address.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, it's, it's.
[CUSTOMER][NEUTRAL] OK, my work email that is [PII].
[AGENT][NEUTRAL] Yes ma'am, that's the one I'm showing on the policy for you. So let me get all this information updated for you because every little thing with your address, your email, your phone all has to match what's in the online service center otherwise it can't find you.
[CUSTOMER][NEUTRAL] That one, OK.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] OK, OK, got you, um, the email address is probably we can leave that one alone.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, alright, we'll leave that alone and then let me get this address update.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] That was probably my whole issue then was just I was putting in the wrong wrong email address.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] How do you spell the [PII] out or do you abbreviate it with a [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We, it's just [PII] yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm getting all this updated for you so that we can try again.
[AGENT][NEUTRAL] OK, let me check and make sure it's stuck.
[AGENT][NEUTRAL] And then I'll go back and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead and try to get into the online service center now.
[AGENT][NEUTRAL] With this address updated and I've added your phone number and also because that wasn't in there before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, there we go. It went right through.
[AGENT][POSITIVE] Yay, we got a good deal.
[CUSTOMER][POSITIVE] Awesome, awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] No, ma'am, oh well, actually, is this whenever I get into the online portal, is it gonna show me like my policy maximums and my basically my policy information?
[AGENT][NEUTRAL] Yes ma'am, it there should be a copy of your policy certificate in there um for you to be able to look at.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK perfect that's all I need to know then thank you so much.
[AGENT][POSITIVE] OK, you're welcome you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. OK bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.