AccountId: 011433970860
ContactId: 21370634-a372-4071-b0c5-ba76c773fce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396160 ms
Total Talk Time (AGENT): 160681 ms
Total Talk Time (CUSTOMER): 146228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/21370634-a372-4071-b0c5-ba76c773fce2_20250219T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning my name is [PII] and I am calling because we are trying to set up an account online and um we put in our group number um and all of our information and it says oops there seems to be a problem no user was found with the information that was entered please try again can you help me?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, um, sure, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the group number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's 267-87 and this is the city of [PII].
[AGENT][NEUTRAL] And you're calling on behalf of the group, correct?
[CUSTOMER][NEUTRAL] Um, yes, we are trying to make a payment and set up a bill or set up something online, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We're not having any luck.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK. All right, let's see what we can do.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, can I verify um the mailing address for me? Can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] Um, yes, our mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a different address?
[AGENT][NEUTRAL] No, uh, I have, um, both physical and, um, mailing address. Um, yeah, I do have that one, so it's fine. Um, let me go ahead and pull something really quick because um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know who's the contact, the main contact person of the group?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, so.
[CUSTOMER][NEUTRAL] We are, um.
[CUSTOMER][NEUTRAL] So our supervisor.
[CUSTOMER][NEUTRAL] Has reached out to [PII] with
[CUSTOMER][NEUTRAL] SE Insurance Group, um, I'm not sure if [PII] is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In charge of that or I'm just accounts payable trying to pay the bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you. OK, so yes, uh, [PII] is, um, the contact person. Um, is she available to get permission to release information to you because I will have to give you the information we have here to register. um, you will have to use the information we have here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], are they talking about something important or?
[CUSTOMER][NEUTRAL] She's the account person for this and they have to she has to get permission.
[CUSTOMER][NEUTRAL] Do you have to call her or can she just speak on my phone?
[AGENT][NEUTRAL] Oh, you can put her in your phone and she can speak there like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, is this Miss [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] Oh yes, OK, good. I, I need your email address for verification.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And is it OK for me to release this information to Ms. [PII] for her to register online?
[CUSTOMER][NEUTRAL] Yes, she's the accounts payable person she'll be the one making the payments.
[AGENT][POSITIVE] OK, alright, thank you.
[CUSTOMER][NEUTRAL] And if do I need to do anything for you to add her so in the future if she needs to call she can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can send the request by email. It has to be by email. Mhm, yeah, you can send that to [PII] team care team at [PII], OK?
[CUSTOMER][NEUTRAL] Or will I have to approve it every time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll send that email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Miss, Miss [PII]. Yeah, OK. So right now, um, when you go and register, just go ahead and use um Miss um [PII]'s email address um to register because that's what we have in the system.
[CUSTOMER][POSITIVE] Yeah. Thank you, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, let me.
[AGENT][NEUTRAL] Do you know the email or you want me to repeat it?
[CUSTOMER][NEUTRAL] Yeah, no, um, give me just one second.
[AGENT][NEUTRAL] OK, you kind of, OK.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] And let me check and the yes and the address, um, zip code is the same one, so yeah, she has no problem there.
[CUSTOMER][NEUTRAL] Right, I'm gonna do this and then.
[CUSTOMER][NEUTRAL] Go back.
[AGENT][NEUTRAL] Now, the phone number is gonna be the one we have in the system as well, which is the [PII]. OK.
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, great, um, and that went through it says it's gonna be sending her verification code, um.
[CUSTOMER][NEUTRAL] Is there anything else, any information wise I'm gonna need?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] To set this up after the verification code gets.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know, perceived
[AGENT][NEUTRAL] Mhm, no, once you have that verification code you put that in and it's gonna ask you to create the user name and password and then from there you can go in, um, you can see the invoices, open the invoices and set up a payment, OK?
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, nope, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome bye bye.