AccountId: 011433970860
ContactId: 6c0e239e-c7df-4601-b503-59fb50bb03e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221649 ms
Total Talk Time (AGENT): 75608 ms
Total Talk Time (CUSTOMER): 92584 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6c0e239e-c7df-4601-b503-59fb50bb03e1_20250618T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. This is [PII]. I'm calling from the Phil Smith Automotive Group. Um, I'm not sure if I pushed the right button. I'm trying to get on to the website. It looks like um it was updated and it won't let me create a new OSC account.
[AGENT][NEUTRAL] OK. Yes, ma'am. I could get someone to further assist you. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And could I get your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It doesn't have a policy number on.
[CUSTOMER][NEUTRAL] The statement
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. So you're calling for the group to
[CUSTOMER][NEUTRAL] I'm calling for the group, yeah, because I'm trying to get in to uh print out the statement.
[AGENT][NEUTRAL] Make a
[AGENT][NEUTRAL] OK, got it. Yeah, I need to get you over to the billing department if you don't mind holding, I'll get you transferred.
[CUSTOMER][POSITIVE] No, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] No problem. And could I get the group number, please?
[CUSTOMER][NEUTRAL] Um, there's no group number on here. I mean, I could get it off my card if there's one on there. Oh, hold on one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At least sound a little weird. There was no group number on the statement.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The group number 19146.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment. I'll get you transferred.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the meddling claims department. Um, I have a caller on the line. Um, she said that she's calling for the group and I have the group number here. I tried to get an individual policy. Yeah, the pol the group number is 19146.
[CUSTOMER][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] And you said you're trying to get an individual policy is, is it she calling for herself or the group?
[AGENT][NEUTRAL] She's calling for the group.
[CUSTOMER][NEUTRAL] Oh, OK, and I apologize, what did you say your name was?
[AGENT][NEUTRAL] Her name is [PII] and her callback number is the one that's in the system.
[CUSTOMER][NEUTRAL] [PII], really? That's crazy.
[AGENT][NEUTRAL] Um, well, uh, yeah, well, the number is [PII]. I thought you could see the number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh well, the phone number I have is [PII]. That just seems so.
[CUSTOMER][NEUTRAL] I see the one that's in the like the system like she called from but that's so weird.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and do you know what she's calling about?
[AGENT][NEUTRAL] She said that she's having issues with logging into the website and she needs assistance with um setting up, I guess, her information on the website and making a payment. I believe that's what she was trying to do.
[CUSTOMER][POSITIVE] Alright, I'm ready for it whenever you are.
[AGENT][POSITIVE] OK, here she is. Thank you.
[CUSTOMER][POSITIVE] Thank you.