AccountId: 011433970860
ContactId: 81a742d9-5110-4c17-b5f3-b67a3d78eaf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233020 ms
Total Talk Time (AGENT): 108411 ms
Total Talk Time (CUSTOMER): 78747 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/81a742d9-5110-4c17-b5f3-b67a3d78eaf6_20250602T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, actually, I can't get I'm an agent. I can't get on that thing this morning and look at my statement. I got a thing saying it's ready. Is there any way I can just find out how much my statement's paying, and then I'll try to get on the, the, uh, web page later.
[AGENT][NEUTRAL] Yeah, um, we are having an issue with the web page right now. Um, we can send you an email with your commission statement. Would you mind providing me your name?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] There is a 3rd.
[AGENT][NEUTRAL] OK, let me see if I can pull that up real quick.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And you said [PII] as your last name, correct? [PII]?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's it, uh huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need my birthday? There's 2 of us.
[AGENT][NEUTRAL] Um, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and then what is your what agency are you with?
[CUSTOMER][NEUTRAL] I'm with uh Capital Group Health Services or Universal trucking benefits.
[CUSTOMER][NEUTRAL] Association I thought it would be on the Capital Group, the association Capital Group Health Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, capital group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it's based out of [PII].
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Or might be under uh [PII], [PII]. That's the company address. I'm in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you could send an email with um to sales at a public and just request um your commission statement and then that way we can find that information for you.
[CUSTOMER][NEUTRAL] Alrighty, or just waiting and see if they get the service up.
[AGENT][NEUTRAL] The service
[CUSTOMER][NEUTRAL] To get on the web page.
[AGENT][NEUTRAL] That we, we just updated this the website and it is not working and so um we've been having a little bit of issues with that so um I'm not sure if it will be done today um so if you would like that today I would recommend you send an email but if you have time to wait then then don't worry about sending an email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, who, what, uh, what email address do I send it to [PII]'s office or where?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then just um ask for a commission statement for this previous um from I guess [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will, I will probably wait, but I'll do that if I need to.
[AGENT][POSITIVE] OK, sounds good. Have a good day. Of course, bye bye.
[CUSTOMER][POSITIVE] Alright thank you alright.