AccountId: 011433970860
ContactId: 5fa3686e-629b-4957-a5a3-c4ee02f73fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371000 ms
Total Talk Time (AGENT): 105994 ms
Total Talk Time (CUSTOMER): 42746 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5fa3686e-629b-4957-a5a3-c4ee02f73fc8_20250625T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Yes, um, I'm having trouble logging into my account.
[CUSTOMER][NEUTRAL] My password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what is your name?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Um, and are you trying to log into a group? Are you an insured? Are you an agency?
[CUSTOMER][NEUTRAL] I'm gonna insure
[AGENT][NEUTRAL] You're an insured. OK, let me, do you know your group number by chance?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, hold on, my group number?
[AGENT][NEUTRAL] Yes, or your your company name?
[CUSTOMER][NEUTRAL] My, my group number is 222-08.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], do insureds who need help, does that go to customer care? Insureds that need help with the OSC does that go to customer care? OK, I'm not dealing with it today.
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Well I can't even log in to the OC and I'm like I don't even know.
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEUTRAL] Um, I
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I just don't
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] I've seen people put mustard on it.
[AGENT][NEUTRAL] On, on ribs.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Am I calling the wrong company uh APL Care?
[AGENT][NEUTRAL] Like, is that who care team is?
[AGENT][NEUTRAL] APL care because I've been on hold like trying to call them for 3 minutes now.
[AGENT][NEGATIVE] And they're not answering. I'm trying to transfer the call.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] That's crazy, 3 minutes.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] eliminated
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Good, I have an insured who's having an issue logging into um her OSC account and I was curious if you guys could help her with this.
[CUSTOMER][POSITIVE] Yes, absolutely. Do you have the policy number?
[AGENT][NEUTRAL] Yes, I believe it is 158581-3.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I'll take her and help her out.
[AGENT][POSITIVE] All right perfect I'll introduce you and then I'll hop off the call OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] 20 minutes
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have [PII] on the line and she will be able to assist you setting up your account, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Put up for a probable location of the what.
[CUSTOMER][NEUTRAL] OK. OK, hi, [PII], um.