AccountId: 011433970860
ContactId: 06774c73-cbd8-491b-a88c-7f70828f2bf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345899 ms
Total Talk Time (AGENT): 92377 ms
Total Talk Time (CUSTOMER): 97496 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/06774c73-cbd8-491b-a88c-7f70828f2bf3_20250605T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I have a policy with y'all and I've been trying to go online and pay this.
[CUSTOMER][NEGATIVE] Um, for the last, well, all week, and I spoke with a young lady. Her name is [PII], and she was going to check on this because she worked with me and couldn't get this my email to go through, and she said, I'll call you back and I've never heard back from her.
[AGENT][NEUTRAL] OK, I'm sorry. And your name is again I'm uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is that uh group number, please?
[CUSTOMER][NEUTRAL] Uh, it is 261-887.
[AGENT][NEUTRAL] OK, thank you, ma'am. Let me pull up that information. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And Miss uh [PII], verify the mailing address and email address, please?
[CUSTOMER][NEUTRAL] I went
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII], and the email should be [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And let me see if I can reach her or give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you were still having issues on setting up on the online service center, correct?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to pay the bill. I can't get in to pay it, so.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] You know, I don't know what to do with this.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Yeah let me see if she's available. Give me one moment, Ms. [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah I'm still getting that error when um you know I try to sign in, mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, did you try to create a new account and it still gave you an error message?
[CUSTOMER][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] I, yes.
[CUSTOMER][NEUTRAL] Mhm, yes, that's what I was just doing with you on the phone.
[AGENT][NEUTRAL] Mm, that's.
[AGENT][POSITIVE] Thanks
[AGENT][NEUTRAL] OK, let me transfer you over to her. Give me one moment, Miss uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEGATIVE] Stop being so chipper, lady.
[AGENT][NEUTRAL] Oh, so the phone with this OC.
[CUSTOMER][NEUTRAL] Oh I know girl, and I don't even know what to tell her because she's on the list for IT to look at.
[AGENT][NEUTRAL] And I verified and she said, well, while she was on the phone with me, she said she was still trying to set up, but it wouldn't let her.
[AGENT][NEUTRAL] So I didn't know if you were and um talking to her or not, but she said, well, she said she's supposed to call me back. I was like, oh, let me check and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No she's on that spreadsheet. I did send that in and I told her she said she would rather have a call back than an email so I just put that anyway I don't know what to tell her other than to try to walk her through it again.
[AGENT][NEUTRAL] Yeah, that's what she was doing. Like I said, she was doing a lot on the phone, but um.
[CUSTOMER][NEUTRAL] And then
[AGENT][POSITIVE] All right. I'm sorry.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, that's OK, that's OK. I'll just tell her that I'll resubmit it again. OK, thanks.
[AGENT][POSITIVE] All right, sweet pea.
[AGENT][POSITIVE] All right, I appreciate you. bye.
[CUSTOMER][POSITIVE] OK thanks bye bye [PII].