AccountId: 011433970860
ContactId: 05b9e949-22ad-498f-aab6-fa5d4c924584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193360 ms
Total Talk Time (AGENT): 81060 ms
Total Talk Time (CUSTOMER): 90599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/05b9e949-22ad-498f-aab6-fa5d4c924584_20250606T18:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and my group number is 13667.
[CUSTOMER][NEGATIVE] And I'm trying to register for the online and I, I'm at the screen. I put the group number zip, phone, city, my email and state, and when I push next this is error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No user found.
[CUSTOMER][NEGATIVE] No user was found.
[AGENT][NEUTRAL] Yes, so we've been having this issue since we launched the website um last Friday, um, so IT is aware of it. If you'd like, I can put you, we're kind of recording every all the issues that come in. If you'd like, I can put you down and um they're they're doing emails back or call backs, whichever you prefer.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, probably email would be fine.
[AGENT][NEUTRAL] Email, OK.
[AGENT][NEUTRAL] And just for my notes, what's a good contact number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and just to verify, I just need you to verify the um mailing address for the group and your email address.
[CUSTOMER][NEUTRAL] Uh it's [PII] and my email address is [PII]
[AGENT][NEUTRAL] Thank you for that. And then one more question, what um type of browser are you using?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's just the Microsoft.
[AGENT][NEUTRAL] Edge or Chrome.
[CUSTOMER][NEUTRAL] I think let me see, yeah.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] I think it's edge because it has the blue circle, blue and green.
[AGENT][NEUTRAL] Oh yeah, uh-huh, OK.
[CUSTOMER][NEUTRAL] Yeah, I think it's, it's just edge.
[AGENT][NEGATIVE] No user found after she presses next.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and send this over, but um, did you say you were trying to access your invoice or you're just trying to log in?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I was just trying to log in because I had a, I, I noticed that I could have done a, a claim online um I didn't realize it until after I filled it out that I could have done something online and and had more information to do like an ACH transfer for the for the person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For the, OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm just gonna mail it in.
[CUSTOMER][NEUTRAL] I guess to the PO box.
[CUSTOMER][NEUTRAL] Let's see where did I put it now.
[CUSTOMER][NEUTRAL] Covered it up PO box.
[AGENT][NEUTRAL] It's for claims.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] Of life claim
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] Yes, that's what I have.
[AGENT][NEUTRAL] You got it? OK.
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't believe so thank you very much though.
[AGENT][POSITIVE] Well, we definitely apologize for the inconvenience and I hope you have a great day as well and a great weekend.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thank you ma'am bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye bye.