AccountId: 011433970860
ContactId: 1ddf8661-fecc-41ae-8dca-3e7b55a0781f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166119 ms
Total Talk Time (AGENT): 44413 ms
Total Talk Time (CUSTOMER): 86983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1ddf8661-fecc-41ae-8dca-3e7b55a0781f_20250611T20:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, uh, this is [PII]. I'm the controller with Oriental Latin America Inc.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, we're a company that offers uh your insurance to our employees.
[CUSTOMER][NEUTRAL] Um, I was logging in to pay our most recent invoice, but I noticed that you guys, um, modified your website.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, it basically erased my um sign on and password. So, I tried to reset it.
[CUSTOMER][NEUTRAL] I entered my predecessor's email.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I got a code. I entered the code and it said it couldn't find the account.
[CUSTOMER][NEGATIVE] So I entered my email, went to the same process, got a code, enter the code, and it still said it couldn't find the account.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] So right now I'm trying to sign up.
[CUSTOMER][NEUTRAL] A with the provider.
[CUSTOMER][NEUTRAL] Um, with the employer group account number.
[CUSTOMER][NEGATIVE] And I still don't get uh very far.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm not sure what else I can do.
[AGENT][NEUTRAL] Uh, what is the group number?
[CUSTOMER][NEUTRAL] The group number is 25037.
[AGENT][NEUTRAL] 3 OK thank you. Give me one moment. I try to assist you with setting up on the online service center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK, uh, sir, I don't show you as a contact person, so the person that is the group admin will have to set up on the online service center and then from there they can add more members onto.
[AGENT][NEUTRAL] The group, um, site.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, who is appearing as the group admin?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so she needs to go through the process.
[AGENT][POSITIVE] Of creating a new account for the group, yes sir.
[CUSTOMER][NEUTRAL] of setting up the group.
[CUSTOMER][POSITIVE] OK, got it. All right, let me, let me talk to her. All right, thank you very much.
[AGENT][POSITIVE] Uh yes sir, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye.