AccountId: 011433970860
ContactId: 4938e008-4a22-4b00-b704-ff4ab80bfc3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230779 ms
Total Talk Time (AGENT): 78582 ms
Total Talk Time (CUSTOMER): 129147 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4938e008-4a22-4b00-b704-ff4ab80bfc3a_20250210T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from an employer and we just got a policy set up, um, with APL, and I was just trying to establish my login so I can grab bills and all that good stuff and when I went to register there's something that's not matching um whether it's the email or phone number I'm not sure so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, uh, so yeah, that, there's my story.
[AGENT][NEUTRAL] Yeah, let's
[AGENT][NEUTRAL] Let's take a look. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, is it the group number that's on the bill? Is that helpful?
[AGENT][NEUTRAL] Yeah, so OK, just so I understand, are you trying to set this online for the group or just for yourself like as an individual?
[CUSTOMER][NEUTRAL] Um, for the group, so, um, I'm just trying to get access to like our, yeah, like our bills and send them to accounting. We got one in the mail, um, but I'm missing January and I just wanna get like an account established.
[AGENT][NEUTRAL] For the point, OK.
[AGENT][NEUTRAL] I got you. OK, I'm following along now. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what is, what is the group number?
[CUSTOMER][NEUTRAL] It's 268-80.
[AGENT][POSITIVE] Alright, thank you so much let me pull that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then if you can verify with me uh the name of the group.
[CUSTOMER][NEUTRAL] Yep, it's Harden Gro Hardenburg Group LLC.
[AGENT][NEUTRAL] Thank you and then if you could just verify the address and a phone number for the group.
[CUSTOMER][NEUTRAL] Yep, um, so the address is [PII] and then the phone number, um, I don't know what you guys have on record. You could have my direct line which is [PII] um that's my phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's what we've got on here.
[CUSTOMER][NEUTRAL] And my my name oh that is that's what you've got OK cool so it must have, it must be my work email that's not synced up. I'm not sure.
[AGENT][NEUTRAL] So the email they show on here for the group is an accounting email. It's accounting at Harbin.
[AGENT][NEUTRAL] The name of the group do mhm.
[CUSTOMER][NEUTRAL] Hardenberg Group.
[CUSTOMER][NEUTRAL] So maybe I can use so I don't personally I'm in HR and I don't have access to that inbox um is there a way we can change it to mine?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or sorry, I'm I'm probably making this more complicated. If I use that accounting email um.
[AGENT][NEUTRAL] Let's see what we need
[CUSTOMER][NEUTRAL] Will I be able to access the account and log in and then.
[AGENT][NEUTRAL] Yeah absolutely so you should be able to get in if you have the user name and if not I mean I can locate it for you but yeah if you can get logged in you can view all that stuff so.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I'm gonna try right now and see if that email works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so it sent a verification code to that email. I'll just ping my accounting team and see if I can get that code.
[CUSTOMER][POSITIVE] Um, I think I'm, I think I'm good. I'll, I'll get this sorted out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right awesome well I think that's all I needed thank you so much for your help.
[AGENT][POSITIVE] OK. You're very welcome. You have a good rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Um, bye-bye.