AccountId: 011433970860
ContactId: 437f0295-5c71-458d-a552-ebae675a3585
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287000 ms
Total Talk Time (AGENT): 115891 ms
Total Talk Time (CUSTOMER): 102376 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/437f0295-5c71-458d-a552-ebae675a3585_20250604T18:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just interested in our um membership. It's still active.
[AGENT][NEUTRAL] OK, are you calling from a group?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and oh, excuse me, I'm sorry, I have hiccups, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. I have the group number.
[AGENT][NEUTRAL] OK, yes ma'am, what's that group number please?
[CUSTOMER][NEUTRAL] 80036
[AGENT][NEUTRAL] OK, thank you, ma'am. Uh, give me one moment, please.
[AGENT][NEUTRAL] And the name of the group?
[CUSTOMER][NEUTRAL] Uh, a video tech instruments and accessory.
[AGENT][POSITIVE] OK, thank you. And.
[AGENT][NEUTRAL] See, yes, I'm sure in the group is still active.
[CUSTOMER][NEUTRAL] OK, because I went online and um I, I have logged in the past but um I tried and it's saying that they didn't recognize.
[CUSTOMER][NEUTRAL] Uh, my email address.
[AGENT][NEUTRAL] Well, our online service center has been updated, so you will have to create a new account. And also I don't show you as been a contact person in the system, uh, verify your email address.
[CUSTOMER][NEUTRAL] Uh, it's, um, [PII].
[AGENT][NEUTRAL] I do not show that email address, but give me one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, no, ma'am. I show the group admin is Eidra.
[AGENT][NEUTRAL] On indira thank you I know I was gonna mispronounce it um as the contact person uh so she can set up an account through the online service center and then add members or add uh additional contact people onto the site.
[CUSTOMER][NEUTRAL] Indira, Indira.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But she will have to set up.
[CUSTOMER][NEUTRAL] Oh, OK, that that's for, yeah, I, I'm, I'm calling at the uh.
[CUSTOMER][NEUTRAL] Employee.
[AGENT][NEUTRAL] OK, so you're trying to set up an account on your own uh online service center.
[CUSTOMER][NEUTRAL] Yeah, I already did, but uh um.
[CUSTOMER][NEGATIVE] But it won't, uh, uh, I, I wouldn't, I wasn't able to log in.
[AGENT][NEUTRAL] OK. And what is your policy number?
[CUSTOMER][NEUTRAL] Policy number or um benefits cert number?
[AGENT][NEUTRAL] It may say benefits slasher number is fine.
[AGENT][NEUTRAL] To start with a 01 or 02?
[CUSTOMER][NEUTRAL] Yeah, yes, uh-huh, yeah, yeah, yeah, 02476599 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you ma'am give me one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] My address is [PII]. And my email address is [PII] My last name [PII].
[AGENT][NEUTRAL] OK, thank you ma'am. And so if you're trying to get on to the online service center as far as your individual then you would still have to uh recreate an account since it has been updated.
[AGENT][NEUTRAL] So instead of group um individual.
[CUSTOMER][NEUTRAL] OK, so it be.
[CUSTOMER][POSITIVE] Right, OK, because I, um, OK, thank you.
[AGENT][NEUTRAL] Or insured, I'm sorry.
[AGENT][NEUTRAL] Uh, yes, ma'am. Um, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No problem, OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much. I was just wondering if the account was still active but I could log in what I needed to do and all that stuff, but you were helpful. Thank you.
[AGENT][POSITIVE] No, I understand. Yes, ma'am, and thank you for calling APL Miss [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] OK. You're the same, thank you.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye.