AccountId: 011433970860
ContactId: 0aa28d9f-5414-41be-b342-eecddae86de5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377850 ms
Total Talk Time (AGENT): 200141 ms
Total Talk Time (CUSTOMER): 112376 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/0aa28d9f-5414-41be-b342-eecddae86de5_20250625T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, my name is [PII]. I'm calling for the broker's office regarding one of our clients.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, the name is Mr. Last, you want the policy number?
[AGENT][POSITIVE] Uh, yes, if you have the policy number, that'd be great.
[CUSTOMER][NEUTRAL] Yeah. It is 267-773.
[AGENT][POSITIVE] Alright, let me pull that up. That's good. Give me just one second.
[AGENT][NEUTRAL] And which office are you at? Which uh agency?
[CUSTOMER][NEUTRAL] And E solutions.
[AGENT][NEUTRAL] OK, I'm sorry, what did you say your name was? I apologize.
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] [PII] OK, thank you. And OK, so I have Mr. Glass doors and Windows Manufacturing. How can I help you?
[CUSTOMER][NEUTRAL] Yes. I, OK, so when you, when you, when HTL, um, redid the platform, I know they sent an email for everyone to re-enroll.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I've requested yesterday and the day before yesterday for the email to be sent again to the
[CUSTOMER][NEUTRAL] Email address on file, which should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, but they said they haven't received it.
[AGENT][NEUTRAL] OK, so you sent an email requesting us to update that, is that what you stated?
[CUSTOMER][NEUTRAL] No, I've called just like I'm, I've called just like I'm doing now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, just one second, let me pull up the agent part for this. Give me just a second. Do you know the tax ID number associated with the account that you're needing to be updated on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The tax ID, yeah, give me one moment, let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me log in and get it for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh I can do this stuff.
[CUSTOMER][NEUTRAL] Do do do do.
[CUSTOMER][NEUTRAL] The tax ID, OK. It is 26.
[AGENT][NEUTRAL] Oh, you know what, wait a minute.
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] Wait a minute. Hang on. OK, never mind, sorry, give that to me again. I'm sorry, go ahead, 26.
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] 04
[CUSTOMER][NEUTRAL] 68
[AGENT][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 807.
[AGENT][NEUTRAL] 807. Let me get that account pulled up. Give me just one second. Let me get another screen up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] But the agency is any solutions, right?
[AGENT][NEUTRAL] it up that way.
[CUSTOMER][MIXED] Yeah we were so further the good benefits. I'm just not sure if you change it into any solutions.
[AGENT][NEUTRAL] Yeah, hang on just I think I've got it. OK, any solutions with [PII] is that um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and it's the address is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Our address is [PII], yes.
[AGENT][NEUTRAL] OK, OK, OK. So we need to email, update the email address to what was it that you were saying?
[CUSTOMER][NEUTRAL] The email address you have that you told me you had is [PII].
[AGENT][NEUTRAL] OK, for the group, for the actual group. So that's on the actual group, 26773. We have [PII], we have the the address on there as [PII] with [PII] as the group contact.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Is that correct? OK, it's been updated.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, but I need the email to let them know.
[CUSTOMER][NEUTRAL] To sign up again for the APL portal for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I can, let me copy this email address. Give me just a second.
[AGENT][NEUTRAL] OK, and I will email.
[AGENT][NEUTRAL] [PII], hang on just a second while we're on the phone. Give me just a second here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'll give her a screenshot. Let's see OS APLLoops give me, APL OSC access.
[AGENT][NEUTRAL] Registration.
[AGENT][NEUTRAL] Hey, good morning, [PII].
[AGENT][NEUTRAL] Um, we have updated the email for your group.
[AGENT][NEUTRAL] this email please go to [PII] and re-register.
[AGENT][NEUTRAL] Please only complete the required information shown in the screenshot below.
[AGENT][NEUTRAL] Please contact our office if you experience any issues logging in. OK, I'll send that. I'll just clean it up a little bit, make sure it looks all good, and then I will send that to her, um, did you want me to CC you on it or anything?
[CUSTOMER][NEUTRAL] Yeah, can you see me just in case cause I've been at this since Monday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, what is your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] As what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK, [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII] for your first name, got you. OK. [PII] sounds so so so similar when you're on the phone. OK, [PII] is it any solutions.us?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK. I will send it over here in just a few minutes and hopefully she can get set up. If not, just tell her to contact us and we can help her, OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you so very much.
[AGENT][POSITIVE] Thank you. You have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.