AccountId: 011433970860
ContactId: 878a763b-0f24-4e5f-a476-57eddb61b5d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497049 ms
Total Talk Time (AGENT): 182220 ms
Total Talk Time (CUSTOMER): 183339 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/878a763b-0f24-4e5f-a476-57eddb61b5d4_20250429T14:06_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII], this is [PII]. It's the first time I've ever gotten you.
[AGENT][POSITIVE] Hey girl, how are you?
[CUSTOMER][NEUTRAL] Hi dear, can you help me with an online service that account for a group?
[AGENT][POSITIVE] I'll do my best, yes ma'am. What's the correct number?
[CUSTOMER][NEUTRAL] OK, it is 241-28.
[CUSTOMER][NEUTRAL] 24128. I can barely hear you. You sound like you're off in a tunnel somewhere.
[AGENT][NEUTRAL] Everybody says that, but I can hear people fine. I don't know what to do about it. I've tried different headsets. I've moved my desk in my house. I don't know what to do.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEGATIVE] OK. I know. I, I'm, I'm very frustrated with it. Trust me. I need to figure it out. OK, so what, what you need, sweetheart?
[CUSTOMER][NEUTRAL] OK, so apparently they, you know, like, I'm seeing a new contact tsunami. I'm, I'm not sure if I pronounce that correct, [PII] and Ms. [PII] is trying to get set up, but she can't because there's two other people that were originally set up if you go into the OSC and look to their account and this [PII] and [PII] are no longer with the company.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And uh L [PII] have the set [PII] was originally the group contact for the master, uh for the master policy application.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He says suspended. The [PII] says pending active.
[AGENT][NEUTRAL] OK, so who's trying to get on it?
[CUSTOMER][NEUTRAL] The actual the new group contact, not sure where she was added, but tsunami, the one that's actually an EMPL.
[AGENT][NEUTRAL] Yes, the one that's in the NPL, OK, so she's trying to create the account correct, [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] And she is having trouble doing that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I verified her email and phone number and the everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Everything, everything's right? OK.
[AGENT][POSITIVE] OK, let me talk to her. I'll be glad to help her.
[CUSTOMER][POSITIVE] Oh, you're gonna, OK, you are awesome. Yeah, it's kind of out of my hands at this point.
[AGENT][NEUTRAL] Well, I, I don't know.
[AGENT][NEUTRAL] Yeah, I'm not sure.
[CUSTOMER][POSITIVE] I'll just join. I'll join us and stay on the phone with you.
[AGENT][POSITIVE] Well, I agree to do that.
[CUSTOMER][NEUTRAL] Just in case you need me.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] You can always call me back if you need to. Tell me what you can do.
[AGENT][POSITIVE] Um, no, I'll call you back if I need you, sweetie. That's fine.
[CUSTOMER][NEUTRAL] OK dear let me join her, let me get her on here and then I'll leave.
[AGENT][POSITIVE] OK, that sounds great. Thank you.
[CUSTOMER][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I have [PII] on the phone with our group billing department, and she is going to assist you from here.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much. Well thank you for calling APL you have a wonderful day bye bye. You as well.
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye, [PII].
[AGENT][NEUTRAL] Payment
[AGENT][POSITIVE] Uh, thank you, [PII]. Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you for your patience. OK, so you're, you're having um problem creating your account online, is that correct?
[CUSTOMER][NEUTRAL] Yes, so I'm doing like a new user and it's telling me that I already have an account.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] What email are you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And it's telling me you already have an account.
[AGENT][NEUTRAL] Because we don't have one it says you by email. It's telling me you already have an account.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I don't see that you do.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Did you try to reset the password or yeah, um.
[CUSTOMER][NEUTRAL] I know I don't because I don't.
[CUSTOMER][NEUTRAL] No, and then when I want to do like log in right to do the same thing like your password, then it would tell me no, there's no account associated with that email so I'm like, OK.
[AGENT][NEUTRAL] Oh my goodness, OK, well.
[AGENT][NEUTRAL] Let me go on here and try to do it for you, OK, let me.
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are new user and you're gonna be the employer let's see.
[AGENT][NEUTRAL] And our group number 24128, and the zip code I have is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the phone number we've got [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] In your hi.
[AGENT][NEUTRAL] OK. And we're gonna need your email, which is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, yeah, mhm.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Well, it's giving me the same, the same message, Ms. [PII]. Let me see if I can figure out what's going on because I don't think you haven't had one in the past, so.
[CUSTOMER][NEGATIVE] No, I never, yeah, I have never registered and not even, and then when I'm putting the email as the username to put forget password.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Then let me see, it says there's, it doesn't appear like there's any uh reset option on your account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, nobody has used.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, let me do.
[AGENT][NEUTRAL] What are you using as your username? It's like, yeah, it hasn't let you create one yet.
[CUSTOMER][NEUTRAL] The email, exactly because I haven't done any so I'm just trying to use my email.
[AGENT][NEUTRAL] The email, OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] That's right. That's what we're supposed to do, and we've got all that matching. Let me go back and.
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] Ms. [PII], let me do some research on this, um, because I'm not sure exactly. We can definitely get this fixed, but can I give you a call back at this number? Would that be OK? And let me get someone to help me with this.
[CUSTOMER][NEUTRAL] Um, yes, definitely use the number and then extension [PII].
[AGENT][NEUTRAL] [PII]. OK, and uh, and again it's the [PII] correct and [PII] [PII]. OK, yes ma'am, let me work on this and I'll give you a call back, OK?
[CUSTOMER][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. I'll talk to you soon.