AccountId: 011433970860
ContactId: 750d824b-6244-49f8-8df9-5f8d5b5c7faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173809 ms
Total Talk Time (AGENT): 58105 ms
Total Talk Time (CUSTOMER): 89277 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/750d824b-6244-49f8-8df9-5f8d5b5c7faa_20250416T12:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the USA Insurance Services. We were trying to work on getting our actual like, uh, login established, and so, um, we have a principal who's [PII], and she's not gonna be in the office for the rest of the week, but we're trying to pull the statements and the prior statements so it's asking us for a verification code, um, so just trying to see because we don't have access to her specific email address.
[CUSTOMER][NEUTRAL] Um, and it's not getting bounced around to our regional ones, is there any way to get a verification code over the phone or?
[AGENT][NEUTRAL] I cannot so are her commissions sent to the agency?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, they go to USI services, um, but they still do have [PII]'s name up there and then so we've been reaching out to her and communicating with her. I think we're just, we're in [PII], she's in [PII] and our times are just all messed up, but if not, I can tell her to give you guys a call as well.
[AGENT][NEUTRAL] Yeah, um, see what we've got here in the system for her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because if she's listed.
[AGENT][NEUTRAL] Under the agency as the contact I can't give anything out, but if there's somebody else listed, I could probably give it to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I think, uh, well, hers will actually be under USI Southwest Inc. so that's the portfolio she's under.
[AGENT][NEUTRAL] Yeah, but she's actually listed as a contact under USA.
[CUSTOMER][NEUTRAL] She is? OK. OK. No worries. I'll go ahead and leave that. Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but if she wants to give a call or just shoot me an email.
[AGENT][NEUTRAL] Um, let me give you my contact information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes, thank you.
[AGENT][NEUTRAL] It's [PII], [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much, [PII]. I'll go ahead and um shoot Bethany a message and then hopefully whenever she gets in today sometime um that she'll reach out to you but thank you so much and then I'll just update her notes.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can do for you today while I have you on the phone?
[CUSTOMER][POSITIVE] No, that was perfect. I've just been rat us on this. I wanna make sure that she gets paid too, so thank you so much and you have a good rest of your day, [PII].
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.