AccountId: 011433970860
ContactId: 04c3b0e0-9fa2-44ce-a653-c4748deee8b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470480 ms
Total Talk Time (AGENT): 180850 ms
Total Talk Time (CUSTOMER): 178907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/04c3b0e0-9fa2-44ce-a653-c4748deee8b8_20250619T20:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII], and I'm trying to create, um, I mean OSC account.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] I do, it's 27107.
[AGENT][NEUTRAL] And are you with the group or is it for your personal account?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm the bookkeeper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and uh and your name was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what's the group um address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So it looks like [PII] we've created a um we've upgraded our website and so you're gonna have to create the account over again um the old login information work um but I have the group contact of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so she would have to be the one that creates.
[CUSTOMER][NEUTRAL] Yeah, she's
[CUSTOMER][NEUTRAL] She's the CEO, but I mean, I'm sure she will give me an authorization for me to do that. Can I speak to her, can you speak to her really quick?
[AGENT][NEUTRAL] Um, she'll need to email us, we'll need to have it in writing. Um, so if she can email care team.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] if she she'd like to give you authorization.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, there's any way possible you can email um one of our.
[CUSTOMER][NEUTRAL] or one of our, it's one of the employees, the ID card.
[AGENT][NEUTRAL] Oh, sure, yeah. Do you have the policy number or the name of the employee?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, let me, uh, let me get that pulled up real quick. Hold on one moment.
[AGENT][NEUTRAL] OK, email him the card. OK, I'll get that emailed over to him right now. It just takes a few minutes and then if she can email us.
[CUSTOMER][NEUTRAL] Do you have the email?
[AGENT][NEUTRAL] Uh, yes, I've got the email he provided us is.
[AGENT][NEUTRAL] Oh, actually I don't see an email on file. Do you have his email?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the first part was [PII].
[CUSTOMER][NEUTRAL] [PII], the last name.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, yes, I'll get that um emailed over to him and then if you can have her email us if she'd like to change it to the group contact with your email address.
[CUSTOMER][NEUTRAL] Um, can we contact our agency and they'll be the ones doing that too? Would that be possible?
[AGENT][NEUTRAL] You mean like your broker?
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] To add them as a group contact.
[CUSTOMER][NEUTRAL] No, for them to give me access to the, be able to log in.
[AGENT][NEUTRAL] But they won't be able to give you access. It has to be from your group contact so we have to have notification from the group contact.
[AGENT][NEUTRAL] And then we can get it changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what is the email again?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Um, so [PII]
[CUSTOMER][NEUTRAL] Hold on one second. Hold on, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, [PII]
[CUSTOMER][NEUTRAL] Mhm. It's [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I will do that.
[AGENT][NEUTRAL] OK, is there anything else I can help with today?
[CUSTOMER][NEUTRAL] And I will.
[CUSTOMER][NEUTRAL] Um, do you know how long does it take?
[AGENT][NEUTRAL] Uh, usually just takes about 24 to 48 hours.
[CUSTOMER][NEUTRAL] So what, what she will stay in the email just to give me access to.
[AGENT][NEUTRAL] Right, so we would, if.
[CUSTOMER][NEUTRAL] To the port of.
[AGENT][NEUTRAL] Correct, so she would, she would if she wants to, so since we've created a new website with um additional, you know, updates and everything, the only person who can create the account is the group contact.
[AGENT][NEUTRAL] So the only way you could create account is if she makes you the group contact. Otherwise she will have to call in and create the account and then add you as a user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As, as a group, as a group contact, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, will do. Thank you so much. Do, do I have to be addressed to anybody in particular?
[AGENT][POSITIVE] No, it'll just go to our care team and they'll be able to um take care of it.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] OK, thank you for calling ATM.
[CUSTOMER][NEUTRAL] And um how long can I tell that employee that they're gonna receive the car?
[AGENT][POSITIVE] Oh, I'll send it here in just a minute, so just a few minutes they should receive it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that the only way you can send it? Just by
[CUSTOMER][NEUTRAL] By email.
[AGENT][NEUTRAL] Um, I can also mail it.
[CUSTOMER][NEGATIVE] Yeah, I mean, they haven't received it, but I thought, wasn't in a mail to everybody else?
[AGENT][NEUTRAL] Yeah, do you want me to remail the card?
[AGENT][NEUTRAL] Or do you want me to do both?
[CUSTOMER][NEUTRAL] Well, I don't know if it, if it was already done.
[CUSTOMER][NEUTRAL] Don't do it, but if he was, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, it should have.
[CUSTOMER][NEUTRAL] But if it hasn't been mailed yes, please.
[AGENT][NEUTRAL] Uh, it should have been mailed already because we, the policy was effective [PII].
[CUSTOMER][NEGATIVE] Yeah, cause he said he hasn't received it and he needed like an emergency. In my own cell, I haven't received it yet.
[AGENT][NEUTRAL] OK. Um, yes, I'll email it right now and then I'll I'll put in another request for it to be mailed.
[CUSTOMER][NEUTRAL] OK. Can you also email my?
[AGENT][NEUTRAL] Yes, um, what was your last name?
[CUSTOMER][NEUTRAL] Mine would be a big Rubio.
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] OK, I'll get that sent your way as well.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.