AccountId: 011433970860
ContactId: 958e03e8-6038-4e58-99b7-78ca1a4e4512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238880 ms
Total Talk Time (AGENT): 79705 ms
Total Talk Time (CUSTOMER): 162785 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/958e03e8-6038-4e58-99b7-78ca1a4e4512_20250324T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I am great. I am a broker and I just sent business down and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, I was told, oh, register for the online service center so you can track the business and all that good stuff. Well, I tried to register and it says I'm already registered and guess what? I don't remember doing it and it won't let me get on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Oh goodness. OK, hold on just a second, I'm just checking that.
[CUSTOMER][POSITIVE] So I'm calling you for some help.
[AGENT][POSITIVE] Yeah, absolutely, and what is your name?
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is there a particular group that are you trying to were you trying to log in under the agency or under the group?
[CUSTOMER][NEUTRAL] Just, you know, however, I don't really honestly know. I just wanna be able to track my group business. It's a big one, so I need to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know your username?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you know what? Oh wait, I wonder if I did it. Oh, I wonder if this it I wonder if this is it. Let's, let's try this, [PII].
[CUSTOMER][NEUTRAL] [PII]. I wonder if that's it.
[CUSTOMER][NEUTRAL] But that's different. Oh, I bet it is. That's [PII]. I might have just found it.
[AGENT][POSITIVE] OK, no worries, no worries. I'm just trying to get out here on the web real quick so I can.
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] Let me try to see if it'll let me re log in here. Let me try it on my end too. I bet I bet this is it.
[CUSTOMER][NEUTRAL] I just didn't know what I was writing it down for.
[AGENT][POSITIVE] Yeah, that makes sense.
[CUSTOMER][POSITIVE] And now what I actually need it, now I'm like, oh, this is what that's for.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know how that goes. OK, let me see.
[AGENT][POSITIVE] I do, absolutely.
[CUSTOMER][POSITIVE] OK, I'm in. I got it.
[AGENT][NEUTRAL] You're in, you got it. OK. OK. Yeah, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, but, but.
[CUSTOMER][NEUTRAL] Once I'm in here, oh, here's my group, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] And the report there's that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is there a way, because there's gonna be 72 policies that I need to watch issue? Is that something that I can see on this, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should be able to go down and search the group that whatever employer it is and see all the employees that are active. You can print ID cards, you can delete, you can add all of that.
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] So all of that is done on here that's insane um yeah so I just, I just sent the spreadsheet over this morning so that's good so let me see what this little report is let me see here.
[AGENT][POSITIVE] Mhm, mhm. Yeah, it makes it easy.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][POSITIVE] This is, this is cool. I like that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] It's these little things like that that make us brokers very happy.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Makes life easy for everybody actually, it's just easy to go out there and see everything and pull, yeah.
[CUSTOMER][POSITIVE] Yeah it sure does. No, it sure does. I love it and let me see what they have here and then I'll let you go. This is great.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] OK, so yeah, nothing there yet.
[CUSTOMER][POSITIVE] Just because, OK, but I can see where it is. OK, so let me see here. OK, perfect. OK, well this is quite exciting so I need to bookmark this.
[CUSTOMER][POSITIVE] Because yeah I definitely wanna keep track and and see that everything is issuing and we're we're good to go so this is fantastic. Well that was easy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course, I call and then I find it, you know, it, it always goes like that. So.
[AGENT][POSITIVE] Oh hey, that's all, that's OK, that's OK. It's what we're here for.
[CUSTOMER][POSITIVE] Perfect well good hey I appreciate your help. I hope you have a wonderful day um and um I'm sure I will hopefully be talking to you a lot in the future.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you too, [PII].
[AGENT][POSITIVE] OK, well you have a great day and it's good to talk to you. I'm glad you were able to get in your account. Have a good day. Thanks.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye now. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.