AccountId: 011433970860
ContactId: f2ec44df-52bf-48c4-b69b-b410e6fb429d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299500 ms
Total Talk Time (AGENT): 91813 ms
Total Talk Time (CUSTOMER): 98668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f2ec44df-52bf-48c4-b69b-b410e6fb429d_20250623T17:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Uh, I'm sorry, good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I am trying to log in to the APL um member site, um, for my husband, but it's saying that.
[CUSTOMER][NEUTRAL] There's no uh insured um information matching his, so I just wanted to look into that.
[AGENT][NEUTRAL] OK, uh, what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, one second, let me pull up the ID card.
[CUSTOMER][NEUTRAL] That is 026.
[CUSTOMER][NEUTRAL] 11504
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and Miss [PII], verify your date of birth and the mailing address, please?
[CUSTOMER][NEUTRAL] My database or his, the insured's date of birth?
[AGENT][NEUTRAL] Well, I need to verify who you are, so your date of birth and the mailing address. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Mine is, mine is, sure, [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] Uh, no, ma'am, not email, mailing address. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your husband's date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is he there with you?
[CUSTOMER][NEUTRAL] No, he's at his office right now.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, he, I would need to speak with him to verify his information as far as his email address and make sure we have it correct in the system because if it's using an email address that's different than what we have that could cause an error.
[CUSTOMER][NEUTRAL] OK, let me, let me see if I can add him to this call. Is that OK?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, one sec.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII] is on the call now.
[AGENT][NEUTRAL] OK, uh, Mr. [PII], verify your date of birth and email address for me, please.
[CUSTOMER][NEUTRAL] Hi, yes, it's uh [PII].
[CUSTOMER][NEUTRAL] And then my email is [PII].
[AGENT][NEUTRAL] OK, I do show a different email address in our system. I'm assuming it's a work email?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, would you rather us have this email or your work email?
[AGENT][NEUTRAL] Or your work email or your personal, OK.
[CUSTOMER][NEUTRAL] That's either one's fine.
[CUSTOMER][NEUTRAL] Yeah, work is fine. Oh, OK, so I needed that to log in that was the so.
[CUSTOMER][NEUTRAL] Does he already have an uh online account set up or no?
[AGENT][NEUTRAL] Uh, not that I'm showing. No, ma'am.
[CUSTOMER][NEUTRAL] Are you able to see that?
[CUSTOMER][NEUTRAL] OK, so I think I can go ahead and do that then now that I know what email address it is.
[AGENT][NEUTRAL] And what it's gonna do, um,
[CUSTOMER][NEUTRAL] OK, I guess that's fine, yeah.
[AGENT][NEUTRAL] I'm sorry. If it lets you go to the next step, what it's gonna do is um ask for the email address again and it's gonna send a verification code to that email address and then you will have to enter that as well as set up your password and they should be able to get into the site.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, all right, I think I can figure it out then. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] Bye.