AccountId: 011433970860
ContactId: 99798cad-71f8-4b73-9494-fcee5c7a0cfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348720 ms
Total Talk Time (AGENT): 161614 ms
Total Talk Time (CUSTOMER): 112185 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/99798cad-71f8-4b73-9494-fcee5c7a0cfd_20250304T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], uh, [PII].
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I guess our account number is 23,180.
[AGENT][NEUTRAL] OK, [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Um, I'm just getting ready to, uh, just looking over the, um, our APL, and, um, just need some clarification on one of my employees and, um, the premium that he's that we're paying.
[AGENT][NEUTRAL] OK, so you have a question regarding premium that's being paid for one of your employees, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so give me just a moment. Yes, I can try and help you with this, [PII], but first I'll need to pull up the group's information and verify some things with you for security. So just one moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so first off, [PII], I'll need for you to verify the name of the group and address.
[CUSTOMER][NEUTRAL] Uh, it is Thriller Miami, Miami LLC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] OK, thank you and the primary contact for the group?
[CUSTOMER][NEUTRAL] Um, looks like it's [PII].
[AGENT][NEUTRAL] And the email that we would have on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so that is not the email address, [PII], that we have. And you did say your last name is [PII], correct? [PII] [PII]? OK. So, um first off, that's not the address. The email that we have on file is the main contact for the group.
[CUSTOMER][NEUTRAL] Mhm. Correct, right.
[CUSTOMER][NEUTRAL] OK, is it, uh, [PII]?
[AGENT][NEUTRAL] Yes, so that is the email. Now, currently, [PII], you are not listed as an authorized contact for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not gonna be able to provide you any information due to security purposes. Now if you need to be added, if any of the information needs to be updated, that can be emailed in to our care team at [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, yeah, I see that.
[AGENT][NEUTRAL] Mhm, to either have you added or she can [PII] can log in to the online service center to add you there as a contact also.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] OK, well I think I'm.
[CUSTOMER][NEUTRAL] Online service click here to register your account and visit.
[AGENT][NEUTRAL] Yes, sir, but [PII] is the, uh, she's the primary contact, so she would have to add you. It's not gonna allow you to add yourself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Trying to figure that out.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again that email address that you all can also she can send an email to.
[CUSTOMER][NEGATIVE] Right, scare me.
[AGENT][NEUTRAL] It's again, yes [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me try to do that then.
[AGENT][NEUTRAL] OK. Well, I'm sorry that I couldn't, yeah, so I'm sorry I couldn't provide you any information, but go ahead and give me your callback number, [PII]. I'm sorry I didn't get that either.
[CUSTOMER][NEUTRAL] All right, and you.
[CUSTOMER][NEUTRAL] It's OK, uh, [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what department are you in?
[CUSTOMER][NEUTRAL] What department? um, ownership?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Oh, you're the owner, one of the owners, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So I will make a note that we talked.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] Um, no, not really. I'm just trying to gather some information.
[CUSTOMER][NEUTRAL] And uh one of one of my employees it looks like.
[CUSTOMER][NEUTRAL] Just trying to figure out why his uh premium is more than one you know most of the others so.
[CUSTOMER][NEUTRAL] If you can't give me, uh, if you can't talk to me then I'll I'll shoot an email.
[AGENT][NEUTRAL] Yes, sir. I'm, yes, sir. I'm so sorry. We would just have to receive an email to have any contact information updated or someone added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, very good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep
[AGENT][POSITIVE] Well, listen, that's all that I could help you with at the moment. Um, [PII], it was my pleasure in speaking to you and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, sir. Thank you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.