AccountId: 011433970860
ContactId: 25b66239-97e1-4454-bbd1-0934faefc2d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136860 ms
Total Talk Time (AGENT): 46324 ms
Total Talk Time (CUSTOMER): 73433 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/25b66239-97e1-4454-bbd1-0934faefc2d0_20250609T21:34_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] APL. This is [PII]
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, how's it going? This is [PII] with buying benefits. How are you doing?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][MIXED] Oh, I'm doing awesome except for one little thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, uh, yeah, I didn't attend the new online service center training and I am trying to register and link my accounts and my logins for my agency and me individually.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm thinking.
[CUSTOMER][NEUTRAL] That one piece of information is.
[CUSTOMER][NEGATIVE] I keep getting error
[AGENT][POSITIVE] Yeah, absolutely, and, and can you please repeat your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], how do you spell that?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect and what is your agency name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I just got combined benefits group, uh, so it's combined benefits group. I just sorry I've.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I'm just randomly trying things, so.
[AGENT][POSITIVE] You're good.
[AGENT][NEUTRAL] OK, so you got into combined benefits group and are you still needing access to your personal account?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I can, I can definitely figure it out from there. I'm just, I, I was trying to, we have Aus in [PII]. We have two PO box and, and a physical address in [PII], so I was going all over the place. All right, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah and yeah and if we need to update any of that information for you just so that way you get you're getting the correct information um please feel free to let us know as well, OK?
[CUSTOMER][POSITIVE] No, that is perfect. That is awesome. I think I got this now.
[AGENT][NEUTRAL] OK, sounds good well let us know if you need anything else, [PII].
[CUSTOMER][POSITIVE] Well, thank you. Your voice did it for me, so I appreciate it.
[AGENT][NEUTRAL] It's always as soon as you call someone to say I need help that it starts to work.
[CUSTOMER][POSITIVE] Absolutely, absolutely, well, thank you very much and hope you have a great rest of your afternoon.
[AGENT][POSITIVE] You as well thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.