AccountId: 011433970860
ContactId: 1d9bb3df-8ef0-480b-a9d3-c0d7bc14d775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188839 ms
Total Talk Time (AGENT): 74922 ms
Total Talk Time (CUSTOMER): 88726 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1d9bb3df-8ef0-480b-a9d3-c0d7bc14d775_20250325T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from Claims. How are you?
[AGENT][POSITIVE] It's good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you. You know I have a question for you. I have an insurance on the phone who's um.
[CUSTOMER][NEUTRAL] Trying to create an online account for the whole group.
[CUSTOMER][NEUTRAL] He says that he's waiting for uh a code. Do we send a code when they're trying to create an online account for the group?
[CUSTOMER][NEUTRAL] How that works. I know that's, that's, that's a weird question. I, I, believe me, I'm.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] I, I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Customer service handles the insureds and billing handles the groups, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, I, I, I.
[AGENT][NEUTRAL] Uh, is he trying to change his password or is he trying to set it up to begin with?
[CUSTOMER][NEUTRAL] He, he said, he said he was trying to set it up and he was the, the system was telling him that he's gonna receive um.
[AGENT][NEUTRAL] Yeah, what's that group number?
[CUSTOMER][NEUTRAL] A coat.
[CUSTOMER][NEUTRAL] 80125.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I want to.
[CUSTOMER][NEUTRAL] Yeah, but let me, I was like, what? A code? The first time I heard that.
[AGENT][NEUTRAL] Yeah it says pending no identities manager status um.
[CUSTOMER][NEUTRAL] So that's why I was.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And who do you have on the phone?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Pretty [PII].
[AGENT][NEUTRAL] And he's the administrator.
[AGENT][NEUTRAL] Um, I would get with somebody in billing. They, they're the ones that handle the groups.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But, um, I think, I see, yes, uh-huh, and I, I looked to see if it was already set up, but it's, it's pending no identity manager status.
[CUSTOMER][NEUTRAL] Got you. He's the administrator, right? Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Has he checked his spam folder or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't, I mean, as soon as he called, cause he don't, he didn't give me any other information besides the, the group number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I wasn't sure because as soon as he mentioned that he was creating the account for the whole group, so I was like I mean I'm not gonna.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know. I mean thing to go and.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Check his his information.
[AGENT][NEGATIVE] Yeah, if he's waiting for a code to be emailed to him then maybe he needs to check his spam folder, but yeah, that that's a call needs to go to billing instead of customer service.
[CUSTOMER][POSITIVE] Got you thank you and I appreciate you.
[AGENT][NEUTRAL] But I, I can transfer him to him if you want me to.
[CUSTOMER][POSITIVE] No, that's fine. Let me go, let me go and call a customer, I mean, uh, customer service, uh, be on to see what they, what, what they say is better. Thank you and I appreciate you. You have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. All right, thanks. You too. Bye.
[CUSTOMER][NEUTRAL] Bye.