AccountId: 011433970860
ContactId: 16905927-4882-4a68-b4d0-cd14c47f0421
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1113060 ms
Total Talk Time (AGENT): 490185 ms
Total Talk Time (CUSTOMER): 251561 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/16905927-4882-4a68-b4d0-cd14c47f0421_20250116T20:46_UTC.wav
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[CUSTOMER][NEUTRAL] lower part yeah.
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] Hi, yes, I'm calling because, um, I was trying to get access for, um, to be able to get the ID cards like going to the portal, and I was trying to create my new user. I had someone helping me, but I wasn't able to answer her call and so now she sent me the guide but I'm still struggling.
[CUSTOMER][NEGATIVE] Um, because it says it doesn't find my email on file for some reason.
[CUSTOMER][NEUTRAL] And I was hoping someone can help me out.
[AGENT][NEUTRAL] OK, yeah, let me.
[AGENT][NEUTRAL] Yeah, let me see what I can do to help you, my friend. um do you mind if I get your name?
[CUSTOMER][NEUTRAL] I have an I I don't know, I, I had gotten her ID number, but I'm not sure if that's helpful.
[AGENT][NEUTRAL] Oh, OK, yeah, what was the ID number?
[CUSTOMER][POSITIVE] I, but yeah, because thanks again for being an ATL and then there's a lot at the end of this idea, I think it's her 5863.
[AGENT][NEUTRAL] 5869.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I'm going to try to reach out to my email team and see if I can um find who is helping you based off that ID number. And in the meantime, do you have your policy number? Let me just make sure our email on like our stuff on our side is matching that information you're putting in.
[CUSTOMER][POSITIVE] No problem. I have my group ID the group ID number.
[AGENT][NEUTRAL] OK, I can look it up with that.
[CUSTOMER][NEUTRAL] Um, it is 26852.
[AGENT][POSITIVE] 26852, perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Are you calling for your own individual policy or on behalf of setting up the whole group?
[CUSTOMER][NEUTRAL] The whole group.
[AGENT][NEUTRAL] The whole group, got you, OK.
[AGENT][NEUTRAL] And could you verify for me, please, the name of the group and then your first and last name as well?
[CUSTOMER][NEUTRAL] Yes, the name of the group is Ios Canaria South Incorporated, and my name is [PII].
[AGENT][POSITIVE] Perfect. And
[AGENT][NEUTRAL] Um, could you verify for me lastly, just the last two things is the.
[AGENT][NEUTRAL] Address.
[AGENT][NEUTRAL] And the phone number on file?
[CUSTOMER][NEUTRAL] Yes, [PII] phone number [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much. um, and then so when.
[AGENT][NEUTRAL] We're doing that group sign in.
[AGENT][NEUTRAL] Um, it has the group number, the zip code, the phone. So our email on record is associated with Ms. [PII].
[CUSTOMER][NEGATIVE] I see that's where the error is and I had and the lady that took my information down um got my she had got my actual email and I guess it just didn't update.
[AGENT][NEUTRAL] Yeah, so we can only hold one email on file and um Ms. [PII] or somebody else would have to email us from the group telling us we needed to change that email address, um, but
[CUSTOMER][NEUTRAL] Yes, well, she was, um, we had our broker contact and I have the emails here, so that's why I'm not understanding why we're going through this, uh, let me go back.
[AGENT][NEUTRAL] Oh, OK, I have your name added on to the account, but we can only have so I have two names, but I can only have one email and so it looks like it.
[CUSTOMER][NEUTRAL] OK, well, it would just be, it would be me, it wouldn't be her.
[AGENT][NEUTRAL] OK, OK, so [PII] should just be removed off the account?
[CUSTOMER][POSITIVE] Yes, I have our emails between me and the person that was helping me that just show that I am there, so I'm gonna be the one in contact so um we can just remove [PII].
[AGENT][NEUTRAL] OK, um, and so you had sent, and I just wanna make sure I understand correctly, you're sending emails to somebody here at APL or was that contact between yourself and your broker?
[CUSTOMER][NEUTRAL] No, no, no, it was between, we had the brokers and it was between the broker and myself and the, and someone from your team.
[AGENT][POSITIVE] OK, perfect. And
[AGENT][NEUTRAL] Let me just take a look.
[CUSTOMER][NEUTRAL] I'm trying to go back to that email pending login access. Yes, it says it here. Thank you for contacting APL. We show Genesis as a group admin contact for the group, and we'll call to assist while setting up, but when she called, I was too, um, caught up. I, I was on the other line. I couldn't answer and I missed her call.
[AGENT][NEUTRAL] No worries. OK, so I do see that they put in a request to have our group billing department go ahead and update that for you. It looks like.
[AGENT][NEUTRAL] I no, that was to split invoices. OK, so that's an old note. I just saw hub request for email and I was like, yes, that's it, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And you said that ID number is the 5863, right?
[CUSTOMER][NEUTRAL] Yes, let me go back to the exit that email. Let me go back because it's like multiple emails. Sorry, one second.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Care team, yes, 5863.
[CUSTOMER][NEUTRAL] At the very end of the email that says was ID 5863. I'm guessing that that would be it.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I am, do you mind, do you mind if I just put you on a super quick hold while I reach out to um the.
[AGENT][NEUTRAL] The agent, uh, who I believe that ID is for.
[CUSTOMER][POSITIVE] OK, no problem. Yes, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Hey, so sorry to bother you. It's too much to type. Um, I have a lady, Miss [PII] on the line, and I guess she's been emailing you about updating um her contact information, and she's trying to log into the online service center and I just didn't want to like just trust her word and change anything. I didn't, I don't, I just wanna make sure I.
[AGENT][POSITIVE] Going the right way.
[AGENT][NEUTRAL] Uh, she said that Kenya should no longer be a contact. It should just be her, and the email should be her email, um, so she can create the account with online service center.
[AGENT][NEUTRAL] They just added her name.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Girl.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she just had your little, um, your little 5863.
[AGENT][NEUTRAL] Yeah, she said you sent her the user guide. She's like, I have, she's like, OK, because I was like, oh no, we need an email request. She's like, I sent that. I've been talking to somebody and I was like, OK, well let me just find out who your user was.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes, it was, it was her broker who originally.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I know I feel that um do you by any chance know the original hub request number? Um, do you have that like noted anywhere?
[AGENT][NEUTRAL] She didn't say what day.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, I, I S L A S, Carnera South.
[AGENT][NEUTRAL] I feel so white saying that like I know I'm saying it wrong.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] 30377. Perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, perfect. I'm gonna let um Miss [PII] is that her name I have to go back. I can't even remember. I'm gonna let her know that I see the request to get put in and I'm just gonna let her know it was a human error on our part and I'm gonna get it escalated and taken care of and ask her. I'm gonna see if there's any particular employee ID she needs right away that I can try to help her with.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah she said she tried to call her but she was uh unable to talk or something. I don't really know if she said she hung up but.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Yep.
[AGENT][POSITIVE] Sounds right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Add you in
[AGENT][POSITIVE] OK, perfect. I am really glad you remember too, and I'm really glad you have that hub request. Um, I'm gonna get the insured off the line and let me tell her I'm gonna look into it and we'll give her a call back and then [PII] wants me to call herself, so I will do all that and then thank you so much for talking me through what has already happened.
[AGENT][NEUTRAL] OK, me too.
[AGENT][NEUTRAL] Well, yeah, throw everyone under the bus while they're on their way. Oh, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I'm done. I'll talk to you soon. Thanks.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hey, are you still with me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Hey, I am really sorry for the wait you had while I was looking into that. So I can see where the original request was sent and if you don't mind, ma'am, I definitely I'm gonna escalate this um to my supervisor and see if they can get some resolution um happening like urgently for you, um, because I can see where it was put in as a request uh again with the lady you're emailing but unfortunately, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I just I see where they only added your name on the contact and not your email and unfortunately I don't have the power to change that myself um so I'd like to just get my supervisor involved and see if she can reach out to the department that does do that and see if we can make that move quick for you. Is there any way I could give you a call back once that's been handled?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I would appreciate that, but at this time I do have to make a payment because I have an invoice here, but I wasn't able to access like I got the invoice but I need to make a payment. Can I do that with you on the phone?
[AGENT][POSITIVE] So I can transfer you. I can't take credit card payments. I feel sorry. I feel like I can't do anything now, but I can get you into the right department who can take payment over the phone for you absolutely. um, I just want to know what is a good call back number, uh, so that way when everything's sorted online I can take care of that for you and give you a call back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's gonna, uh, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, no, [PII].
[AGENT][POSITIVE] Oh, OK. I'm sorry. I did take that down. I just said it back wrong. And then if you don't mind, Ms. [PII], I'm gonna put you on a quicker hold than the last time. I'm gonna get that next department on the line and they'll be able to process payment for you, OK?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] Thank you, thank you so much.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with um the care team. I was gonna say with APL like aren't we all, this is [PII] with the care team. I have a uh one of the group reps on the line for um uh group number 26852, and she is calling to make a payment. I did verify her, it's Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and could I call that number.
[AGENT][NEUTRAL] Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] You said you got Miss [PII] on the phone?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Oh, that's her first name.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] OK. Uh, I, I, I thought it was the last name for some reason, um.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Uh, it's been one in the mornings. I mean, uh, that.
[AGENT][NEUTRAL] It's been one of them weeks, girl.
[CUSTOMER][NEUTRAL] Yes, and she's calling to make a payment.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, you can send her on and uh I can help her with that.
[AGENT][POSITIVE] Perfect, thank you so much.
[CUSTOMER][POSITIVE] You're so welcome and thank you, [PII] and have a good day.
[AGENT][POSITIVE] You too, and I'll introduce you real quick when we join, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] All righty. I have Miss [PII] on the phone. She's with our billing department and she's going to be able to help you process that payment today, OK?
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. What was your name again?
[AGENT][NEUTRAL] Oh, and my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][POSITIVE] Perfect and you'll be the one giving me a call back in regards to um that my access to the portal?
[AGENT][POSITIVE] To the online service center? Yes, absolutely. I will give you a call back, uh, sometime today.
[CUSTOMER][NEUTRAL] Is she trying to access is she trying to access access the portal is that what you're saying? I can help her with that.
[AGENT][NEUTRAL] Yes, um, yes, we have, OK, we had a hub request put in to get her added in, and they added her name as the second contact but not her email and I'm not authorized to change it, so I was just gonna put in an urgent request and reach out.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine. That is fine.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] But I will, uh, yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I can help her with that. I mean, I can help her with everything.
[AGENT][POSITIVE] Oh, well, look at you like you, you're here to save the day. I love that. Thank you.
[CUSTOMER][POSITIVE] I know, that's awesome.
[AGENT][POSITIVE] OK, perfect. Well, Ms. [PII], you probably won't need a call back from me. Miss [PII]'s gonna take care of you today, and she gets the gold sticker.
[CUSTOMER][POSITIVE] Thank you. And if I can't we'll find somebody who will.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. I really appreciate you.
[CUSTOMER][POSITIVE] No problem you have a good day. You have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK.