AccountId: 011433970860
ContactId: 25c851c2-b139-48ff-ac76-347f14adde69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455320 ms
Total Talk Time (AGENT): 223315 ms
Total Talk Time (CUSTOMER): 182091 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/25c851c2-b139-48ff-ac76-347f14adde69_20250321T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, my name is [PII]. I work for the insurance department with those repair schools. We use APL as one of our voluntary providers for insurance. Um, we were locked out of our online account due to too many errors in our password being entered, and so now it's telling me to call you to get this reset.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your group number?
[CUSTOMER][NEGATIVE] Yeah, hold on one second, let me get to that because you know I wasn't, I should have been prepared but I wasn't. Hold on one second.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I don't know why we're like oh what's going on quick um yeah master group number is that what you need.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 1593.
[AGENT][NEUTRAL] OK, let me look up your group real quick, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] Yeah, I don't know who [PII] is.
[AGENT][NEUTRAL] OK, Miss [PII], I'd like to be able to help you with the online service center, but I need to speak to your group contact so that we can get in there and do what we need to to get you unlocked.
[CUSTOMER][NEUTRAL] So, uh, just say [PII] and [PII].
[AGENT][NEUTRAL] That's one of them.
[CUSTOMER][NEUTRAL] As the contact.
[AGENT][NEUTRAL] That's one of them.
[CUSTOMER][NEUTRAL] OK, is [PII], can you tell me, can you tell me who they are, because, um, some of them no longer work here. We need to go ahead and update that. We were on the phone as well.
[AGENT][NEUTRAL] OK, um, I'm showing Miss [PII].
[CUSTOMER][NEUTRAL] No, no longer here.
[AGENT][NEUTRAL] OK, so what I'm going to need to do is I'm going to need to transfer you on over to group billing to see if they can help you as far as um getting some of these contacts taken care of um it's gonna be a quick hold but before I transfer you, can you just give me the physical address for the school district?
[CUSTOMER][NEUTRAL] Um, we have [PII].
[AGENT][POSITIVE] Yes, that's correct. And then, um,
[AGENT][NEUTRAL] Do you know who your agent is?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] And their, and their, um, email address.
[CUSTOMER][NEUTRAL] Um, you know, we don't have an agent listed for APL. we were never given a group, um, everything is done online, so I've never spoken with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna uh put you on a brief hold while I transfer you over to group billing. I'm gonna let them know what's going on and um how to get you on the contact list, OK? It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] again.
[CUSTOMER][NEUTRAL] What's up?
[AGENT][NEUTRAL] Hey, I've got um Ms. [PII] on the phone. She is with Group 1593 Boser Parish Schools.
[CUSTOMER][NEUTRAL] 1593.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] And they have a bit of a problem. Um, they are locked out of their OSC.
[AGENT][NEUTRAL] Um, [PII] is the contact person, but she is no longer the contact person because she's no longer there, so they need help with um updating their contact person and getting unlocked from the OSC.
[AGENT][NEUTRAL] And I didn't unlock her because she's not the contact person.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, first they would have, they'll have to send us to send an email, um, because we need it in writing to update the contact person and then we can work on the OSC account but we have to get that group and stuff, um, updated before we can do that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm going to go ahead and take the call back and let her know that I didn't know if there was something different that you guys could do, but I appreciate you letting me know that so I'm gonna go ahead and get back on with her and let her know she needs to send that, OK?
[CUSTOMER][NEUTRAL] OK, no problem, [PII]. Let me know if you need anything.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you. um bye bye.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Hi Miss [PII], this is before you get me back again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what we're going to need, um, I just got off the phone with group billing what we're going to need for somebody to send in and the email to us, um.
[AGENT][NEUTRAL] Because of the privacy issues if you guys can send an email to to it's CARE.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In that email we're going to need um the contact information that needs to be updated.
[AGENT][NEUTRAL] Who the contact person needs to be once a contact person updated then we can unlock the OSC.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, I will do that right now. Do you need to be on the line while I do that?
[AGENT][NEUTRAL] No ma'am um you can send that um I'm not gonna actually be able to see the email myself at so through the care team.
[CUSTOMER][NEUTRAL] OK, um, once I do that.
[AGENT][NEUTRAL] And then can you put.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um, I was gonna say once I send the email, do you know about how long until we'll be able to be unlocked, um, with it being a Friday, we're trying to get payment out to y'all today before our accountants are off next week, so we're just, yeah, I just wanna make sure if we.
[AGENT][NEUTRAL] Right, I understand. Um, can you put in the,
[CUSTOMER][NEUTRAL] I put in the email that it needs to be done.
[AGENT][NEUTRAL] Yes, if you can put in the email, yes, that you need to be unlocked from the OSC and will somebody please confirm that you're unlocked.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Say
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII] we'll get you taken care of. It's just a process.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. All night.
[AGENT][POSITIVE] You're very welcome. You have a wonderful weekend and thanks for calling the APL.
[CUSTOMER][POSITIVE] Not a problem bye bye.