AccountId: 011433970860
ContactId: 45c5829d-2fae-4a23-9202-d34efa9512aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292399 ms
Total Talk Time (AGENT): 116426 ms
Total Talk Time (CUSTOMER): 89182 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/45c5829d-2fae-4a23-9202-d34efa9512aa_20250617T15:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm having trouble logging in. I wonder if there's somebody that can help me with that so I can pay my bill.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you um with your policy with the website. Um, we actually updated our website, so everyone had to go in and, um, create a new account. So that's what you would need to do. You would need to recreate your account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you're at the home screen.
[CUSTOMER][NEUTRAL] OK, and how do I
[CUSTOMER][NEUTRAL] Um, well, let me do that, so it's um.
[CUSTOMER][NEUTRAL] What is it? [PII]? Remind me what it is.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] And [PII] I
[CUSTOMER][NEUTRAL] Put the pound sign and then log in.
[CUSTOMER][NEUTRAL] OK, so where it says create your OSC account.
[AGENT][NEUTRAL] Yes ma'am, you'll click there and could I get your name and a good call back number to pull up your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes this is yes this is [PII] and it's uh [PII]. It's group 22 670.
[AGENT][NEUTRAL] OK. And what's your policy number, please?
[CUSTOMER][NEUTRAL] Um, my policy number, uh, is it not 22,670?
[AGENT][NEUTRAL] No, ma'am, that's the group number. I need to pull up your individual policy number to assist you with um you know, setting up the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, alright, hold on, let me pull an old invoice hold on.
[AGENT][NEUTRAL] OK. Or I could pull it, pull it up by your social.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is it will start with a D.
[AGENT][NEUTRAL] Oh no, it should start with 01.
[CUSTOMER][NEUTRAL] DW
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Or I could pull it up by your social.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it's a group, but I can tell you the last four of the you want the whole social or the the tax ID actually 43.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 120.
[CUSTOMER][NEUTRAL] 1813.
[AGENT][NEUTRAL] OK, actually, I was looking for an individual policy for you, but nothing's coming up under that social. So let me get you over to the billing department.
[CUSTOMER][NEUTRAL] No, it's a it's a group, it's, it's a group number it's a group.
[AGENT][NEUTRAL] OK. And what's the group number again, please?
[CUSTOMER][NEUTRAL] Um, 22,670.
[AGENT][NEUTRAL] OK, one moment, [PII]. I'm gonna get you over to our billing department and they should be able to further assist you with paying your bill.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. No problem. One moment.
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department. Um, I have a, hello, I have a member on the line who's calling for her group to pay the bill. Um, she said that she's having trouble with the website and I was going to help her with assist her with setting up her policy online, but um, I pulled her up by tried to pull her up by the social and I couldn't pull her up individually. So I have a group number here, so I guess she's just calling to pay the bill for the group.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK, so she's paying for the group, not her individual policy?
[AGENT][NEGATIVE] Right, because um I put her um social in the system trying to pull her policy up and nothing came up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So, and she keeps.
[CUSTOMER][NEUTRAL] Alright, what's that group number?
[AGENT][NEUTRAL] Yeah, the group number is 22,670.
[CUSTOMER][NEGATIVE] 670, it broke up.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEGATIVE] A little bit of a bad connection and what was her name?
[AGENT][NEUTRAL] Um, her name is [PII] and her callback number is the number that's in the system.
[CUSTOMER][NEUTRAL] Alright, let's see here.
[CUSTOMER][POSITIVE] Alright, I'm ready for whenever you are.
[AGENT][POSITIVE] OK, here she is. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.