AccountId: 011433970860
ContactId: 4d2e4e4e-5363-428d-bb84-a569df8bfd03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154839 ms
Total Talk Time (AGENT): 84073 ms
Total Talk Time (CUSTOMER): 54089 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4d2e4e4e-5363-428d-bb84-a569df8bfd03_20250423T12:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from Digital insurance for the broker's office. For the group I'm calling for.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm, OK, how can I help you?
[CUSTOMER][NEUTRAL] Do, do you need that policy number?
[AGENT][POSITIVE] Uh, if you have the group number, yes, that would be great.
[CUSTOMER][NEUTRAL] 24533
[AGENT][NEUTRAL] 24533 give me just a second, I'll pull that up.
[AGENT][NEUTRAL] Alright, took me a minute to get my system pulled up.
[CUSTOMER][NEUTRAL] Oh, no, no. Take your time, please.
[AGENT][POSITIVE] In the Zoa group, yeah. Wednesday, thank goodness. And I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's been one of those days.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and you're with the agent agency.
[CUSTOMER][NEUTRAL] Yeah, it's one digital.
[AGENT][POSITIVE] One digital. OK, thank you for that and how can I help you?
[CUSTOMER][NEUTRAL] I've logged in a couple of times to term an employee and once I go to to term um it takes me to a screen that says it can't can't be done to call y'all so I'm not sure if um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, does it say oops technical error has occurred. Are you getting a pop up? Yeah, well, yeah, we just discovered this week that we have a problem and we've notified our IT team you can't add or delete anybody right now um we don't, our IT was reported to them on Monday because we've had several phone calls about it so at the moment it's in we're trying to figure out what happened and why you don't have that capability right now so if you do have any terms or ads if you'll just email them.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To the Florida sales at a do you have that email address for the AP OK, it's [PII] it's just [PII].
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEGATIVE] At, oh sorry, [PII].
[AGENT][POSITIVE] And we apologize for the inconvenience, yeah.
[CUSTOMER][NEUTRAL] Let me read that back. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, no problem. [PII].
[AGENT][POSITIVE] Right, exactly.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright I'll, I'll email it in then thank you very much for your help, [PII]. OK, take care. Bye. You too, bye.
[AGENT][POSITIVE] All right. Um, thank you. You have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.