AccountId: 011433970860
ContactId: 8e3a9f6a-de89-49f8-b4f0-bdec4367f38a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431140 ms
Total Talk Time (AGENT): 195235 ms
Total Talk Time (CUSTOMER): 146199 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8e3a9f6a-de89-49f8-b4f0-bdec4367f38a_20250617T20:29_UTC.wav
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[AGENT][NEUTRAL] Hello, this is ATL.
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII]. I'm calling from Shazam Insurance, uh, regarding, uh,
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] Good, um, I have an employee who's trying to log in like they create an account and we didn't provide emails and I think that's the issue that these employees are having. Can you check for me to see if that's maybe what it is?
[AGENT][NEUTRAL] Um, so have they created their new accounts with using their email addresses yet?
[CUSTOMER][NEUTRAL] No, because we didn't give you guys email addresses it wasn't on the uh spreadsheet that we submitted.
[AGENT][NEUTRAL] I need to go in and set them up.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So they would just go in and create account just like how you guys did for the group and then they would just say they're logging in as the.
[CUSTOMER][NEUTRAL] Let me give you their group number.
[AGENT][NEUTRAL] The the employed.
[AGENT][NEUTRAL] Or like the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So where are they, what, what, what, where are they going to log in to like the same as us, that the um AAMP public?
[AGENT][NEUTRAL] You would go to you go to APL and it says log in and then it says, are you a group, are you a broker, are you insured? It gives you different options and they would.
[CUSTOMER][NEUTRAL] Yeah, I think that's where she is going, and she, she says it won't let her register.
[AGENT][NEUTRAL] So, what is she clicking as?
[CUSTOMER][NEGATIVE] Create an account and it won't let her create anything.
[CUSTOMER][NEUTRAL] And I had somebody else that this happened to. That's why I know. I think it's got something to do with their emails.
[AGENT][NEUTRAL] We, so what's the emails is only gonna be an issue if it's a broker trying to log in and if it's a group trying to log in. We don't keep track of emails for insured.
[CUSTOMER][NEUTRAL] That's what they told me last time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, but she should go, she should be going to the
[CUSTOMER][NEUTRAL] OK, APL and then create an account.
[CUSTOMER][NEUTRAL] And then that from there you walk her through. Now, if she doesn't, can get through, is there a number that she could call? Did she call the customer service number?
[AGENT][NEUTRAL] So is she, are, is she putting insured?
[CUSTOMER][NEUTRAL] Um, I, I don't know. She just
[AGENT][NEUTRAL] So when she goes to create an account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Insured, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] The group number is 27,040.
[CUSTOMER][NEUTRAL] KCE Logistics.
[AGENT][NEUTRAL] And who's the person?
[CUSTOMER][NEUTRAL] Her name is [PII]
[AGENT][NEUTRAL] Give me 1 2nd, let me try to look something up about her policy number.
[AGENT][NEUTRAL] And sorry, I'm just trying to get, so I usually set up agencies and brokers only, so I am trying to get that department who actually sets up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Individuals
[CUSTOMER][NEUTRAL] Individuals, OK.
[AGENT][NEUTRAL] In groups. So, just a second.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help?
[AGENT][NEUTRAL] Hey, this is [PII] in Broker Resources. Um, I have a group on the phone asking a question about the new OSC. She is one to know, she's so for the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you try to create an account for the shares, it's asking for an email address. Her question is, if they didn't provide the email addresses on their enrollment, how would you the system know what email addresses should they use?
[AGENT][NEUTRAL] So, um, she is.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I would have to provide one. I was like, what's the group number?
[AGENT][NEUTRAL] Uh, the group number is
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OMG I just lost it.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEGATIVE] Crap. Um.
[CUSTOMER][NEUTRAL] I was OK.
[AGENT][NEUTRAL] I was looking at one of the policies. Let me see if I can. Can you look up a policy number and then tell you the group?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, what's the policy number? Sure, what is that?
[AGENT][NEUTRAL] I think the policy number is 262-5841.
[AGENT][NEUTRAL] But I don't know if that's right cause.
[CUSTOMER][NEUTRAL] Um, 262 pounds.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 2262-5841
[AGENT][NEUTRAL] Never mind, never mind. I got the room number. It's 27,040.
[CUSTOMER][NEUTRAL] 370
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And more specifically, the person that's trying to log in is um
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The insured by the name of [PII].
[AGENT][NEUTRAL] And she says that it's saying her email is incorrect. But when I was looking, I didn't know even to where to see an email. Yeah, this is a, well, and the group lady on the phone as well, so.
[CUSTOMER][NEUTRAL] OK, so this is insured, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, let me help them and what is their names? Do you know their names? Am I talking to?
[CUSTOMER][NEUTRAL] Who am I talking to?
[AGENT][NEGATIVE] Girl, you're gonna kill me. Um.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah. What is her name? I wanna say it was [PII], but I'm not sure. Let's see.
[CUSTOMER][POSITIVE] Don't worry about it. You can just send them to me. Just send them to me. It's OK.
[CUSTOMER][NEUTRAL] It's OK, isn't any. I can help you.
[AGENT][POSITIVE] Hey, sweetheart, I got our billing team on here, um, and excuse my apology. I, she asked me your name and I was like, oh my God, I drew a blank. But I did give her the group number and I provided the policy that we kinda had a question about and she's gonna be able to give you some info on like email and how to set all that up.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][POSITIVE] Hey there, how are you how are you doing today? this is.