AccountId: 011433970860
ContactId: fe95e60e-f77f-463b-a3fc-1c0101a9e4d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343839 ms
Total Talk Time (AGENT): 117006 ms
Total Talk Time (CUSTOMER): 211247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/fe95e60e-f77f-463b-a3fc-1c0101a9e4d3_20250114T20:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning or afternoon I should say.
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Um, yeah, um, I was, um, I just received my, um, my insurance card from, uh, from, uh, from my employer. I wanted to verify, uh, register, uh, to make sure that I did have, uh, that I was covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you. So, do you have a policy number or no?
[CUSTOMER][NEUTRAL] Yeah, let me look on here policy, yes, it is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 5004.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] [PII]. Thank you for that. And verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII], and the mailing address is [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and one last form of verification is your email address on file.
[CUSTOMER][NEUTRAL] Uh, I, it, it's either [PII] or [PII].
[AGENT][NEUTRAL] It's the 2nd 1 that we have on file.
[CUSTOMER][NEUTRAL] Yeah, OK, OK.
[AGENT][POSITIVE] All right. Thank you for verifying that for me. OK, and how can I help you today, [PII]?
[CUSTOMER][NEGATIVE] Um, it, it says on the card, or I was trying to uh log in or register online, but it was having trouble finding me, so it says once you registered, um, that's what I was trying to do, I, I guess, just to register online, but it was, it, it was having trouble finding me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um, what website did you go to? Can you verify for me?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, great. And so let's try it now if you have time.
[CUSTOMER][NEUTRAL] Oh wait, hold on. Let me go back on my browser.
[AGENT][NEUTRAL] And I bet I bet it could be the email address everything that you enter has to match what's in our system.
[AGENT][NEUTRAL] And you may have used the other email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let, let me try from the beginning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The user
[CUSTOMER][NEUTRAL] Um, an individual.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Last name? I would have to put both last names?
[AGENT][NEUTRAL] And so how we have it listed it's uh is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then [PII] and then the second last name.
[CUSTOMER][NEUTRAL] Ah, OK, uh, [PII].
[AGENT][NEUTRAL] Is that how you entered it the first time?
[CUSTOMER][NEUTRAL] Uh, I, I just entered [PII], I believe, and then I tried it the other way, but, um, I believe I was mixing up the, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The email address that you guys have on file.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Mhm. And so then you would enter your social security number. Can you verify what that is?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what we show and then your zip code that you verified.
[CUSTOMER][NEUTRAL] [PII], yes, [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, found me. Cool.
[AGENT][POSITIVE] Yay, so you're on the create username password page.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] And I kinda wanna stay on the line to make sure you you get it successfully created.
[CUSTOMER][NEUTRAL] OK, so after that,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Yeah, I, I, it's always a trouble with having two last names. They even kind of messes with my credit sometimes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, it does? In what way?
[CUSTOMER][NEUTRAL] Yeah, because, say, so if you don't have the certain name on file, right, and they think it's a different person.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, so I have to go ahead and call the, the department or whatever and let them know, but I got that fixed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So are you near the, the fires or anything in [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm I'm sorry? Oh no, um, no, I stay up north in [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] In [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, all those fires are, yeah, all those fires are, are out in [PII].
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] We're starting to get some mash though.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Yeah, it's because the, you know, the winds carry the, the, you know, the ash falls. So, so some days there will be um ash that falls on your car, just a little bit, not too much.
[AGENT][NEUTRAL] OK. I don't remember ever hearing.
[CUSTOMER][POSITIVE] OK, I was able to register.
[AGENT][NEUTRAL] OK, very good. Let me check it on my end.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I know, it's, it's very bad, but you know, it doesn't really, since we're so up north, uh, we're past [PII], yeah, it does, it doesn't really affect us.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, that's good to hear.
[CUSTOMER][NEUTRAL] On only when it gets super bad and the, the wind kind of brings all that.
[CUSTOMER][POSITIVE] Dust particles and whatnot to, to our end yeah the debris, exactly.
[AGENT][NEUTRAL] Debris. Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] All right, I do show it on my end, uh, successfully created. You have an active account now, and [PII], can I help with anything else?
[CUSTOMER][POSITIVE] No, that's, that's it. Thank you very much.
[AGENT][POSITIVE] All [PII]. You're welcome, [PII], and thanks for calling [PII]. Have a good day.
[CUSTOMER][POSITIVE] You have an amazing day. Bye-bye.
[AGENT][NEUTRAL] You too