AccountId: 011433970860
ContactId: 70b0ff3a-63e7-430e-bdd6-0bb31639476d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296480 ms
Total Talk Time (AGENT): 160053 ms
Total Talk Time (CUSTOMER): 104256 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/70b0ff3a-63e7-430e-bdd6-0bb31639476d_20250623T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. Oops, I say good morning. Hi, um, I'm, I'm the broker. I'm calling for one of our groups, um, their name, their client name is Mr. [PII]. They're having issues when they're logging into a new portal.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have the group number for the group that you're calling in regards to?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, give me one moment let me get you now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just said they're having a problem when they called that name see what it's done.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] APR so.
[CUSTOMER][NEUTRAL] The policy number is 26773.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII] doors and windows, and who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], I work for the broker. I don't work for the company.
[AGENT][NEUTRAL] OK, you work for the broker, you work for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, correct, yes.
[AGENT][NEUTRAL] OK, alright, alright, OK, so yes, um, I think you got, I'm everyone should we update, I'm don't know if you know, but all every emails were sent out to all everybody that we had email addresses on file for, especially at the agency level that we have updated our online service center so they have to re-register as a new user. So is this [PII]? Is she still the group contact?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She is a good contact, but she has like um there's like the account, accounts payable who also goes to the PO. I don't know if you have her name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the email that we have uh for the group, she probably needs to call in um so we can get her set up and verify the email address for the group to make sure that it's all what it should be on our end and then we can help her get set up on the group side.
[AGENT][NEUTRAL] For the group because she's gonna have to re-register and we have [PII] as a contact and an email address for for them yeah that we'll need that she'll need to set the account up with.
[CUSTOMER][NEUTRAL] Yeah, she.
[CUSTOMER][NEUTRAL] OK, so you basically has to create the account all over again.
[AGENT][NEUTRAL] Yeah, we have [PII] as the group contact. If that's changed and the group someone at the employer needs to let us know like who the new group contact is and if there's a different email address other than what we have because if it doesn't match what we have in our system, it won't let her set up the account.
[CUSTOMER][NEUTRAL] No, [PII]'s still the main contact. Um, can you send her an email again just in case you missed it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], do you know what her email address is?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fair enough.
[CUSTOMER][NEUTRAL] My email address is [PII]
[CUSTOMER][NEUTRAL] Uh, [PII] I believe it should be let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII]. OK, I will send her an email because that's definitely not the email address we have on file, so she probably didn't get it, so I will email her that. Hm.
[CUSTOMER][NEUTRAL] Yeah, just put it on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's not it?
[CUSTOMER][NEUTRAL] OK, so once she creates she creates her account again, she can give [PII] access like she did before.
[AGENT][NEUTRAL] So then she can give you access, yeah, so we need to make sure what email address she's wanting to use because the one we have on the account doesn't match what you just gave me. So does she have a contact number where I can just reach out to her?
[CUSTOMER][NEUTRAL] [PII], yeah. Give me a moment.
[AGENT][NEUTRAL] Might be easier to discuss it with her and then if she has problems I can transfer her over to our billing department to troubleshoot anything.
[CUSTOMER][NEUTRAL] Her number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You put [PII], correct?
[AGENT][NEUTRAL] No, because it cut out [PII]. I thought you said [PII] sorry [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII]. OK, I'll call her now and see if I can help her get it uh set up, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you so much. um would you be sending me on on
[AGENT][POSITIVE] You're most welcome. Have a great day. Hm.
[AGENT][NEUTRAL] Huh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Would you be letting me know if you were able to contact her or not?
[AGENT][NEUTRAL] Yeah, I can let you know. I can call. Is this a good contact number for you? The [PII]. OK, yeah, I'll call you back after I talk to her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Uh huh thank you have a good day. Talk to you soon bye bye.