AccountId: 011433970860
ContactId: 963ac3f7-dea0-480f-b487-ac125a81c36c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232339 ms
Total Talk Time (AGENT): 84607 ms
Total Talk Time (CUSTOMER): 147861 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/963ac3f7-dea0-480f-b487-ac125a81c36c_20250410T21:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a new agent on the other line, [PII]. She doesn't know much information about her group, but she's trying to sign on to the online service center and it's giving her some um issues.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help her. Did she give you a group number or anything?
[AGENT][POSITIVE] If not, I'll get it from her. OK, no worries, I'll take it. Thank you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. You're welcome. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hello [PII]. Yes. All right, thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Hi, this is [PII]. Is this [PII]?
[CUSTOMER][NEGATIVE] It is and I'm a new agent and I think I've already screwed this up. I don't know. I can get in on it on my phone and when I put it, it just says ledger on my phone, but I'm home now. That was while I was at work, but I'm home now and I was trying to follow the steps to get in on it on my home computer that's secure and it, it won't let me find it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so are you trying to access under a certain group that you're trying to look at or at the agency level?
[CUSTOMER][NEUTRAL] Well, I got a letter. I got an email that said welcome to National General Insurance. Before you get started, take 5 minutes and read the information. Uh, it's about commissions and that, so it says you gotta go to the [PII], which I did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says enter your company ID which is NGIS as in Sam, and then it says enter your agent ID which is 16711792 and enter the password that I created for my online on my phone.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] So let me get some information from you so I can try to help you. So so so sorry. OK, so let me first verify, so you're you're appointed with our company, American Public Life, is that correct?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what is your last name? is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And you're gonna have I'm new really new like since Monday so what company is this with? American what?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American Public Life, OK.
[AGENT][NEUTRAL] Mhm, or APL we get by APL. So did you get something from us or from another company?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see what it says on this email. The email says.
[CUSTOMER][NEUTRAL] Don't reply at APL Plus. It says hello, [PII]. Welcome to National General Insurance.
[AGENT][NEUTRAL] OK, let me look at the National General. OK, let me see if I can.
[CUSTOMER][NEUTRAL] Before you, yeah.
[CUSTOMER][NEUTRAL] That's what my company ID is NGIF.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me get.
[CUSTOMER][NEUTRAL] So is it American public or no?
[AGENT][NEUTRAL] That's who you're calling. I'm trying to just give me a second to look you up in the system. I'm sorry.
[CUSTOMER][NEUTRAL] It's national
[AGENT][NEUTRAL] You said it's NGS is the company that you're with?
[CUSTOMER][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] N G I S
[AGENT][NEUTRAL] N GIS, OK.
[CUSTOMER][NEUTRAL] I don't know how I got your number. I went through with this, I think, yeah.
[AGENT][NEUTRAL] Uh, I do not find you in our system. So what, and you went to what we what site were you going to to log in?
[CUSTOMER][NEUTRAL] The agent [PII].
[AGENT][NEUTRAL] The agent [PII]. I am not familiar. I'm, yeah, I'm not familiar with that site. I'm so sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hey, I don't know how I got your number maybe.
[CUSTOMER][POSITIVE] Alright, no problem, no problem, thank you.