AccountId: 011433970860
ContactId: 0cf51caa-d94b-4577-ae69-31f8e4dc973e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648049 ms
Total Talk Time (AGENT): 173236 ms
Total Talk Time (CUSTOMER): 271353 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/0cf51caa-d94b-4577-ae69-31f8e4dc973e_20250414T14:52_UTC.wav
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[AGENT][POSITIVE] Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the agent's office. Hey, how are you?
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] I know who you are. I'm good. How are you doing today?
[CUSTOMER][NEUTRAL] I'm pretty good. I'm hoping you can help. I'm trying to go into the system. There's an employee that needs to be termed, um, last day of work was [PII], um.
[CUSTOMER][NEUTRAL] But every time I or the agent go into this the OSC system.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It just gives it and we click uh delete employee.
[CUSTOMER][NEGATIVE] It gives us an error code.
[CUSTOMER][NEUTRAL] And tells us to call.
[AGENT][NEUTRAL] Well, let's check that for you. What's that callback number, [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] What's the policy number for the employee?
[CUSTOMER][NEGATIVE] I'm pulling it back up every time I get the error code it logs me back out and I gotta log back in.
[AGENT][NEUTRAL] It's like, no, not on a Monday.
[CUSTOMER][POSITIVE] Yeah, first thing too I'm like I went through my emails I got my list together what needed to get done.
[CUSTOMER][NEUTRAL] And yep, first thing I try and get done and I'm stopped um.
[AGENT][POSITIVE] I did the same thing. I, I get, I, my first thing was an issue as well. So, but we're gonna get rid of all our issues this morning so we can sail through the rest of the day.
[CUSTOMER][NEUTRAL] Right. Hopefully, OK, um, so he has two policies, one of them is 233-9138.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] And who are we looking at?
[CUSTOMER][NEGATIVE] And I'm not sure if it's the system because when I went online, I had filed some claims for myself and I went online just to double check what I had filed and it wouldn't let me click on anything it kept giving me an error code too.
[CUSTOMER][NEUTRAL] Um, but, uh, the employee's name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No, nothing came through.
[CUSTOMER][NEUTRAL] Yeah and I wasn't able to find him either. I actually had to go to the group.
[CUSTOMER][NEUTRAL] And find him that way.
[AGENT][NEUTRAL] Let me check something else. Let's check.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And [PII] is [PII]
[AGENT][NEUTRAL] I'm glad you pronounced it because I would have never done it that way.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I would have said my lace on.
[CUSTOMER][NEUTRAL] Yeah, it's definitely different.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And, um.
[AGENT][NEUTRAL] Just checking, don't see anything with the group, don't see anything regarding him. Now, were you able to upload your claims?
[CUSTOMER][NEUTRAL] Yeah, I was able to upload them. I just forgot who I uploaded them for and um.
[CUSTOMER][NEUTRAL] My husband and my daughter had both had accidents. So I, I didn't remember if I filed both of them.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] I can check this for you.
[CUSTOMER][NEUTRAL] But I think I could tell just by looking at it.
[CUSTOMER][NEUTRAL] I wasn't sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't see anything in it, I'm kind of thinking like you, it may be the um system.
[AGENT][NEGATIVE] I don't see anything that's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It just may be I know that this morning there were some issues with signing in on our side as well.
[AGENT][NEUTRAL] But you know if you.
[CUSTOMER][NEUTRAL] OK, can we maybe put a um a request in to to have it looked at or?
[CUSTOMER][NEUTRAL] Let me see if it'll let me click on just somebody else and just pull up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like their policy or something that way I can.
[CUSTOMER][NEUTRAL] Give you a better idea of if the whole system's messing up on our side or if it's just that one feature.
[AGENT][NEUTRAL] See if it's
[CUSTOMER][NEUTRAL] OK, so I went to another group and I was able to click on a policy and.
[CUSTOMER][NEUTRAL] Download the policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] But it does not when I click on delete employee it's not letting me do that so it looks like that might be the only.
[CUSTOMER][NEUTRAL] Feature.
[AGENT][NEUTRAL] Hang on just a second.
[AGENT][POSITIVE] I'm gonna send an email to IT right now for you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I'm checking on claims to see if it lets me pull up a claim status since I wasn't able to see mine. I'm just making sure I can see the employees in case.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have an issue with that today.
[AGENT][NEUTRAL] And you know that you can.
[CUSTOMER][POSITIVE] Yeah, I'm able to click on that too.
[AGENT][NEUTRAL] You are unable to?
[CUSTOMER][NEUTRAL] No, I can, I can see like if I file a claim for an employee it'll let me view what we filed so I'm not having any issues there it's just um if we need to term an employee.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll just send in an email um to do that but if you could also maybe let IT know we're having issues with that.
[AGENT][NEUTRAL] Yeah, I just need to get all the information so they know exactly.
[AGENT][NEUTRAL] Hang on just a second.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][POSITIVE] Let's get this, let's get this moving for you, see if we can get our issues behind it.
[CUSTOMER][NEGATIVE] Yeah, it's just a slow starting Monday, that's all.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But we needed to just.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Technology is great, bu[PII]
[CUSTOMER][NEUTRAL] There seems to be, there's always gonna be some sort of issue somewhere.
[AGENT][NEUTRAL] I know.
[CUSTOMER][POSITIVE] But it does help make things easier at times.
[AGENT][NEUTRAL] And you're with [PII]'s office or?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And then that callback number if they need to contact you that [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] To term, so you're just unable to terminate.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Determine an employee.
[AGENT][NEUTRAL] And what is the error? Can you, can you?
[CUSTOMER][NEUTRAL] Uh yeah, let me go back.
[CUSTOMER][NEUTRAL] It says oops, there has been an error. Looks like we're experiencing technical difficulties. If you continue to experience, please contact.
[AGENT][NEUTRAL] Uh, that is on our side.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that's on our side.
[AGENT][NEGATIVE] There has been a problem.
[AGENT][NEGATIVE] Looks like we're experiencing technical difficulty.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] OK. My fingers aren't even working.
[CUSTOMER][NEUTRAL] And then it just says um.
[AGENT][NEUTRAL] If you experience, continue to experience, please call the office.
[CUSTOMER][NEUTRAL] Uh, yeah, if you continue to experience issues, please contact, um, and it's got APL's number and it says option 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna say, um.
[AGENT][NEUTRAL] You want to call back or not?
[CUSTOMER][NEUTRAL] Um, I mean if they wanna just if I can get an email.
[CUSTOMER][NEUTRAL] Um, once the issue is resolved, that, that'd be fine. It's uh [PII]
[AGENT][NEUTRAL] What's that email?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, so I am sending that to IT.
[AGENT][NEUTRAL] And if you wanna email email us with that term date for [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah, do I just send that to care team?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect yep I'll go ahead and do that.
[AGENT][POSITIVE] We'll, we'll get that to the right place, get that taken care of for you.
[CUSTOMER][POSITIVE] All right, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Well, it's always a pleasure to talk to you, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That was it so far. I may need to call again but uh.
[AGENT][POSITIVE] I love it.
[CUSTOMER][POSITIVE] Hopeful, hopefully, hopefully, there's no more issues.
[AGENT][POSITIVE] Well, you know, if there is, we're here for you.
[CUSTOMER][POSITIVE] Yes, ma'am, I do. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII]. You have a lovely day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.