AccountId: 011433970860
ContactId: 36a0517f-1a34-40c2-b101-ddd04bc83f60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328230 ms
Total Talk Time (AGENT): 131818 ms
Total Talk Time (CUSTOMER): 168587 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/36a0517f-1a34-40c2-b101-ddd04bc83f60_20250311T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, good morning. My name is [PII] and I am actually trying to set myself up as a new user, but it's telling me that no user was found with the information that I entered, so I'm not quite sure how to get past that.
[AGENT][POSITIVE] Alright, Ms. [PII], no problem. I'll be happy to help you with getting your online service center set up today. Um, what's your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. And just in case we get disconnected today, what's a good phone number I can reach you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I do. I have a group number. I have a master number, so I'm not sure which one you, which one you need.
[AGENT][NEUTRAL] Um, give me the group number. I can see if I can find you that way.
[CUSTOMER][NEUTRAL] There's no, yeah, there's, yeah, there's no policy number on the invoice that I'm that I received. So, group number is 26765.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and are you trying to set up an online service center for you individually or for a group?
[CUSTOMER][NEUTRAL] Uh, for the for I I we're under, we're kind of under the umbrella under the Dean umbrella, but we're TDW company doing business as GNG Marine so I'm kind of setting that up so I can pull the invoices so that I have documentation that kind of matches when I go to reconcile my bank statement and stuff so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Gotcha. All right, let me see.
[CUSTOMER][NEUTRAL] And supposedly because it's a new policy that our broker, but I don't know his or her name, said they emailed all of us and the company um how to set up, you know, our usernames in the, but nobody's received anything so that's why I maybe that's where the.
[CUSTOMER][NEUTRAL] The disconnect is, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, Ms. [PII], uh, can you verify the address for the group?
[CUSTOMER][NEUTRAL] Um, it's probably gonna be, um, I'll try the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is the zip code.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you. And what is the phone number for the group?
[CUSTOMER][NEUTRAL] Oh, good question. Um, try [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure if that would be it or not.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Area code, or do you have 2 is it a [PII] number or a [PII]?
[AGENT][NEUTRAL] No, ma'am. It's [PII], but instead of [PII], I have [PII].
[CUSTOMER][NEUTRAL] 0 [PII]. OK.
[CUSTOMER][NEUTRAL] Oh yeah, the [PII], yeah [PII].
[AGENT][NEUTRAL] OK, OK, OK, and do you know who the contact person is for the group?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it would either be [PII].
[CUSTOMER][NEUTRAL] Or if not that, try [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. And uh do you know [PII]'s email address?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, perfect. So I got all that verified. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I don't see you listed on the group with a policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so that may be why you're not able to set up. So are you setting it up when you try it? are you setting it up as the individual? I'm an individual, or are you doing I'm a.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] employer slash group account.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then I'm putting in the group number, the zip code, phone number and my email address and then, uh, you know, then obviously the state, but obviously, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because because I'm not, so yeah, I, I can't obviously that's why it's saying I can't, so.
[AGENT][NEUTRAL] Right, because you're not on there as the contact person for the group, so [PII] uh will actually need to um create her um log in and then she can add you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As a user for the group, yeah.
[CUSTOMER][NEUTRAL] Oh, OK. I was like, OK, OK, I will let her know then.
[AGENT][NEUTRAL] All right, was there anything else I could do for you, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you, I appreciate your help. Thank you very much.
[AGENT][POSITIVE] No problem thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.