AccountId: 011433970860
ContactId: 652d4d50-53ee-4244-9df7-512557cd3aaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724840 ms
Total Talk Time (AGENT): 447275 ms
Total Talk Time (CUSTOMER): 283872 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/652d4d50-53ee-4244-9df7-512557cd3aaf_20250529T20:26_UTC.wav
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[AGENT][NEUTRAL] expecting
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] again. I didn't care.
[AGENT][POSITIVE] Well, we are just best friends today, aren't we?
[CUSTOMER][NEUTRAL] We are like, we've got a situation coming into our care team emails from um [PII].
[CUSTOMER][NEUTRAL] At um
[CUSTOMER][NEUTRAL] Um, where she at flag customer service benefit mall.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, I'm sorry you cut out calling in from where?
[CUSTOMER][NEUTRAL] Oh, she has sent like 17 emails to care team.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] To advise if Cinterstone incorporated DBA benefit is still on the [PII], still the [PII] or the [PII] on this account and asking for the current invoice.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], my supervisor is wanting me to call y'all and see if y'all can reach out because can't she get these invoices?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, but
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Some, some can and some can't, but I, I spend a good portion of my day doing those types of things, so, um.
[CUSTOMER][NEUTRAL] I mean it it so she's not even given the direct group number, the correct group number on a lot of these, so I'm having to look them up, but so.
[AGENT][NEUTRAL] Mhm, yeah, yeah, that's what we do too.
[CUSTOMER][NEUTRAL] Is there a way?
[CUSTOMER][NEUTRAL] You know, I mean, if they have access to it.
[AGENT][NEUTRAL] It's I
[AGENT][NEUTRAL] I know that's, I know. I don't, we just gently remind like we, we give it to them and then we gently remind them that they can pull those their their selves.
[CUSTOMER][NEUTRAL] And it's gonna take
[AGENT][NEUTRAL] But we, I mean we've been told that we we still have to do it so.
[CUSTOMER][NEUTRAL] Has, has
[CUSTOMER][NEUTRAL] Is there any way that someone could call them and give them some step by step education on the OSC to get these invoices?
[AGENT][NEUTRAL] I mean, most of them have, and that doesn't matter. They just, it's like they just prefer for us to um do it so um I mean.
[CUSTOMER][NEGATIVE] I've got 18 emails and I'll never get through them before I leave, never.
[AGENT][NEUTRAL] Mhm mhm yeah so I I mean I don't that maybe um have your supervisor reach out to Tory to get some better clarification but yeah I mean it commission statements, invoices, all of those things that they email us for them directly.
[AGENT][NEUTRAL] Yep, we, we provide them.
[AGENT][NEUTRAL] So I, I mean I don't know as far as the step by step instruction I mean I, I know that like myself, Morgan, I think pretty much everyone has gone through and I don't know about this person in particular, but I do know that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Even with those step by step instructions, we still
[AGENT][NEUTRAL] They're like, OK, great, and then we still get emails, so.
[CUSTOMER][NEUTRAL] No, and a lot of times, you know, I will.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Now this isn't with a a big group or anything like that, but sometimes I would call a group admin or something like that and you know look I I'll be like I can walk you through it if you'd like and they're like, oh my gosh, we never knew this. It's just like, you know, it's just sitting there on the phone with them and walking them through it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Mhm. Helps, yeah.
[CUSTOMER][POSITIVE] And then they see how easy it is.
[AGENT][NEUTRAL] Mhm. I, I don't.
[CUSTOMER][NEUTRAL] And so [PII] was wanting to see if I could reach out and see if there's any type of, you know.
[CUSTOMER][NEUTRAL] Education or
[AGENT][NEUTRAL] I mean, it would just be the same as, yeah, it's it, is it different than what you just said that you've done before?
[CUSTOMER][NEUTRAL] Something that broker resources could provide.
[CUSTOMER][NEUTRAL] Well, we do that not with the agents but with the um like group admins and things like that.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Got it, got it, got it, yeah. So I mean we can, I, and I don't know that I don't know that I don't know, I, I couldn't, I'm sorry, who was it again that you uh said it was?
[CUSTOMER][NEUTRAL] You don't do with the brokers and the agents.
[CUSTOMER][NEUTRAL] So she's the Florida Georgia account executive, um, [PII].
[AGENT][NEUTRAL] I'm telling you that kind of thing.
[AGENT][NEUTRAL] OK, so if it's a, if it's a NAS group, like a, a Florida group, um, they cannot access it, um.
[CUSTOMER][NEUTRAL] The uni
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can on their own without certain things that comes from NAS directly but again I don't know that to be a 100% like the if it's the broker, I just know that some of those [PII] brokers, I'm not as familiar with [PII], um.
[AGENT][NEUTRAL] Because that's generally something that [PII] or [PII] handles, but if it's that, then some of them they don't have the same access that like the regular ones do so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. And who do we know who the GA is? I mean, how do we know that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see, OK, let me get it.
[CUSTOMER][NEUTRAL] Because she's asking on every one of these emails.
[AGENT][NEUTRAL] Who the GA is.
[CUSTOMER][NEUTRAL] If benefit mall still the TA, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And then if so please provide a current invoice.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, maybe.
[CUSTOMER][NEUTRAL] And I just told [PII] that you suggested she reach out to [PII]. What is [PII]'s last name?
[AGENT][NEUTRAL] Um, I'm I even gonna.
[AGENT][NEUTRAL] Uh, [PII] hold on, let me just spell it for you.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][POSITIVE] [PII] got you, got you, got you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] or whatever it is, yeah.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Toyotaya, Toyotaya.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I love that. That's kind of fun, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I don't know. I mean, you could send me, um, you could send me an email like forward one of her emails directly to me, and I could send it to [PII] and ask a little bit more, but like I said, when it comes to the [PII] brokers and and that kind of stuff.
[CUSTOMER][NEUTRAL] Yeah, but how
[AGENT][NEUTRAL] I'm just not as a, I'm the newest on the team, but B they are their own beast and so I'm very um unpolished when it comes to the [PII] stuff.
[AGENT][NEUTRAL] So I mean it is something that you can just forward to me like one of them and then I can ask [PII] to look at it and tell me what you know what she thinks but as far as like like I said with the invoices and and things like that um.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] We definitely can educate. It's just, in my experience, either some of them, they don't like if it is an NAS group, they don't have all the same access that somebody else does, and B, if it's not an NAS group, uh, in my experience, when we have walked them through, it's, I mean, it's kind of just one of those things where it's like, I don't feel like I wanna do it.
[AGENT][NEUTRAL] So I'm gonna email you guys and make you guys do it. I, I don't know. I mean that's just kind of what I get from it, but to be wrong.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And there are a lot of those like that for sure. There are a lot.
[AGENT][NEUTRAL] Mhm, mhm. They're like, um, you're like you're my assistant, but I'm not your assistant.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I got you I got you, and, and how do you spell your name?
[AGENT][NEUTRAL] Um, but
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the last name it is mhm.
[CUSTOMER][POSITIVE] [PII], that's, I got you. I got you.
[AGENT][NEUTRAL] And then the last name is [PII].
[CUSTOMER][NEUTRAL] I just, you know, I keep, I keep forgetting your name and I'm like I'm gonna write it down in case I talk to you next time.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, yeah, I know, right.
[AGENT][NEUTRAL] So, um, that I mean that that's my suggestion, but if you wanna send me one of those emails then I can kind of have [PII] look at it and we can reply to you, um, but as far as like.
[AGENT][NEUTRAL] You know what to do moving forward in situations like this where you get those multiple requests um I can't make that call that would be some I would think maybe it would be better if [PII] or uh and then maybe even [PII] or [PII] um but [PII] is not here today like one of the seniors, um, would be able to say yeah we can do that or or I I just don't know so I can't answer that question.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And now I'm at home so I can't ask them right like easily.
[CUSTOMER][POSITIVE] Yeah, I got it.
[CUSTOMER][NEUTRAL] Yeah, I understand. So did were you going, so one other question before I let you go if you don't mind, um, how are we to know who the [PII] is on these accounts?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, so it's that's the thing is if it's a [PII] broker I'm not sure so if you send it to me that's something I can also ask [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Cause she, like she's the [PII] guru.
[CUSTOMER][POSITIVE] Well, I really do appreciate it, yeah.
[CUSTOMER][NEUTRAL] Oh, [PII]'s the [PII] girl. Now I know. Mhm. I'm just kidding.
[AGENT][NEUTRAL] Yes, yes, mhm, yes, ma'am. No, she is, she is, she handles all things [PII], so, um.
[CUSTOMER][NEUTRAL] I'm just kidding.
[AGENT][NEUTRAL] OK, yeah, so if you like I said if you wanna just send me one of those emails then I can um.
[AGENT][NEUTRAL] Talk to [PII] about it and then we can kind of get back to you and then I've also noted to make sure that we just fine in the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, um, I think that [PII] is going to talk to [PII] and see what we can do because this is uh, as you know, gets to be a little bit much and see what we can do, you know, by either y'all or us or somehow trying to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Assist them in a
[CUSTOMER][POSITIVE] A better way to streamline it for them as well as us.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] But I appreciate it.
[AGENT][NEUTRAL] OK, and what was your name again? I'm sorry.
[CUSTOMER][POSITIVE] Yeah. No, you're good. My name is [PII] [PII], yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And I'm gonna try not to call you again and get up at [PII] and it's it I'm on Central Standard Time, so.
[AGENT][NEUTRAL] No, please do. Well, good for you, I don't. So, yeah, yeah. Are you, are you in [PII]?
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] You're in [PII]. OK, that's, I thought so, um, yeah, we're, I mean, we're in Central Standard Time too, but I don't get off till [PII], so you get off a little, a little earlier than I do.
[CUSTOMER][NEUTRAL] Yeah, just 30 minutes.
[AGENT][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] Sometimes that can mean all the difference in the world, can it?
[AGENT][POSITIVE] It truly can. Yes, it can.
[AGENT][POSITIVE] That is so true.
[CUSTOMER][POSITIVE] Well, look, I hope you have a wonderful evening and I really do appreciate you talking to me regarding this.
[AGENT][POSITIVE] Yes, you too.
[AGENT][NEUTRAL] Yes, ma'am. All right. Well, uh, I, once we
[CUSTOMER][POSITIVE] We go, we gotta keep these folks happy somehow.
[AGENT][NEGATIVE] Yeah, it's hard. They don't make it easy for us to make it easy for them to stay happy.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Well, all right well I appreciate it and I hope you have a great evening.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, you too. Thank you.
[CUSTOMER][POSITIVE] Thank you, [PII]. Take care. Bye-bye.
[AGENT][NEUTRAL] Alright, we'll talk tomorrow alright bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] I thought you was like that by.
[CUSTOMER][NEUTRAL] Mhm.