AccountId: 011433970860
ContactId: 0ab7f52f-6b83-4e44-9798-f2b11ab79bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302339 ms
Total Talk Time (AGENT): 127855 ms
Total Talk Time (CUSTOMER): 136208 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0ab7f52f-6b83-4e44-9798-f2b11ab79bdf_20250324T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] with Legacy Financial Consulting. We have a group that has um GA Insurance. They just recently started as of February.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, they're trying to create their online portal so they can process the payment, but for some reason, and I've double checked the email, it is correct, they're not getting the um confirmation email when they are trying to set it up. Is there any is there something maybe going on with the system or or can can you check for me? I have their group number for you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that will work. Um, unfortunately, um, I am unable to handle it, um, like group wise. I, I can handle it only if it was for an insured, but I can go ahead and take the group information and do all the confirmation steps and I can um transfer you to the billing department. They could, they should be able to um go ahead and help you out with that. Mhm. All right. uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Help
[CUSTOMER][NEUTRAL] OK, OK. Group number, group number is um, sure, sure, let me know when you're ready, sorry.
[AGENT][NEUTRAL] Um just a second please.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 80125.
[AGENT][NEUTRAL] All right, and who do we have as a contact number? No, sorry, contact person?
[CUSTOMER][NEUTRAL] It should
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the email, it does look correct to me. I don't know what could be happening. Give me a second. Um see not say no you. OK. um [PII] is the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and last, um, what would be the
[AGENT][NEUTRAL] Billing address sorry.
[CUSTOMER][NEUTRAL] Oh, their billing address? Sure, give me one second. Uh, sorry, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is right here. Uh, their mailing address is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] All right. Thank you very much. I would guess we are missing that um suite number um but I will go ahead and mention it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I will go ahead and mention it to um the person in billing who will be helping you out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It seems like they've gotten, I, I'll let, I'll talk to [PII].
[AGENT][NEUTRAL] Yes, I do see here that it is kind of already went through but it doesn't have a user name um but I will go ahead and provide those details right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Oh how about yourself?
[AGENT][NEUTRAL] Hey, this is [PII]. Um, I have a group admin on the phone. She is not the uh contact person.
[AGENT][NEUTRAL] Um, but she already went ahead and verified everything for the group. Um, she is having issues accessing the online service center.
[AGENT][NEUTRAL] Is that something you can help her with?
[CUSTOMER][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, her name is [PII], and the group number is 80125.
[CUSTOMER][NEUTRAL] What's the, what's the good number?
[CUSTOMER][NEUTRAL] OK, so she's trying to set it up, huh?
[AGENT][NEUTRAL] Mhm, yes, she said um they already have the email and everything that they plugged in, but um they're not receiving the email confirmation.
[CUSTOMER][NEUTRAL] Yeah, she's got the information she's entering and doesn't match what we have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, yeah, just go ahead and send her on over.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] No problem. Have a good day, love.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] You are on