AccountId: 011433970860
ContactId: aca26dd8-d43e-4f8a-a376-8e15d15786f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156369 ms
Total Talk Time (AGENT): 73509 ms
Total Talk Time (CUSTOMER): 55020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/aca26dd8-d43e-4f8a-a376-8e15d15786f1_20250625T14:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Tom's Trucker Parent in [PII]. We have insurance with you guys, and I have been told that we need to set up a new account through your secure.Am public, and I'm trying to do that, and it's giving me issues.
[AGENT][NEUTRAL] OK, I can see if I can help you. Are you doing it as an individual or a group?
[CUSTOMER][NEUTRAL] As a group
[AGENT][NEUTRAL] OK, and what's that group number, [PII], please?
[CUSTOMER][NEUTRAL] 23541.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[AGENT][NEUTRAL] 41
[AGENT][POSITIVE] OK, thank you so much. And what's the name of the group?
[CUSTOMER][NEUTRAL] Uh, Tom's truck repair.
[AGENT][NEUTRAL] OK, and the mailing address and the phone number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm showing a different contact person in the system for the group, uh, so he will have to set up.
[CUSTOMER][NEUTRAL] Pro [PII]
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] Probably [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, he took a retirement, so, uh, it's kind of all coming to me right now.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, uh, could you please send us an email to our care team at [PII] stating that and who the you as being a new contact person so they can change it in the system because until that is received, we have just his name as a contact person in the system.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, is that gonna take a long time because I'm kind of working on a deadline here before you guys cancel me.
[AGENT][NEUTRAL] Uh, send it as an urgent email.
[CUSTOMER][POSITIVE] OK, I will see what I can do. I think AOL can do that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And what should I write in here just tell him hey this is my group number company stuff like that and explain that I'm you know uh person that's gonna be handling it.
[AGENT][NEUTRAL] Yes, sir, and
[AGENT][NEUTRAL] Oh, it's in the email address you sent it to. It's your email address and just kind of state that your name and the email address that way they can change it in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will see what I can do as far as that goes then.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be it for now.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.