AccountId: 011433970860
ContactId: af4f3451-e924-47b2-9fdf-58687b9074b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 971919 ms
Total Talk Time (AGENT): 181420 ms
Total Talk Time (CUSTOMER): 282908 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/af4f3451-e924-47b2-9fdf-58687b9074b7_20250625T16:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from the town of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I am needing to.
[CUSTOMER][NEGATIVE] Terminate somebody off of the American Public Life Insurance form please ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you have to.
[CUSTOMER][NEUTRAL] I have his policy number oh.
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] What do I need to do?
[AGENT][NEUTRAL] Uh, you would need to send us an email to our care team at [PII], um, to terminate them.
[CUSTOMER][NEUTRAL] Am
[CUSTOMER][NEGATIVE] See, I keep trying to get on here and I ain't getting nobody. Hold on.
[CUSTOMER][NEUTRAL] I wanna try to get on there with y'all uh with you on the phone if you don't mind hold on.
[AGENT][NEUTRAL] OK, are you trying to set up on the online service center to terminate?
[CUSTOMER][NEGATIVE] Well, yeah, and pull my bill off and I have the hell day this time trying to pull my bill off. Something keeps changing.
[AGENT][NEUTRAL] Oh, I'm sorry. Yes, ma'am. They had updated our online service center, so most are having to create a new account. What's your group number?
[CUSTOMER][NEUTRAL] Let me find my that's alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on real quick. I gotta get a cheat sheet that we, we got a folder that has our passwords in it. Our group number is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 3031.
[CUSTOMER][NEUTRAL] So I'm not doing anything wrong, it just all changed.
[AGENT][POSITIVE] No, uh, correct. Yes, ma'am. You weren't doing anything wrong.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The town of [PII]. Oh, let me see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So let's see here.
[AGENT][NEUTRAL] OK. And Miss [PII], uh, verify the group mailing address, your email address and the phone number, please.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was in [PII], but I don't know if we changed it that that's not on my cheat sheet here and you need our mailing address?
[AGENT][NEUTRAL] Uh, just to verify, yes, ma'am.
[CUSTOMER][NEUTRAL] We're at [PII].
[CUSTOMER][NEUTRAL] OK, [PII] or it could be [PII].
[CUSTOMER][NEUTRAL] May I grab this line real quick? I'm the only one down here.
[AGENT][POSITIVE] Oh, absolutely. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it wasn't around they hung up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Shit fire, hold on one more time. I'm sorry.
[AGENT][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Are you there? OK, I'm so sorry.
[CUSTOMER][NEUTRAL] Have you found me yet?
[AGENT][NEUTRAL] Uh, yes, ma'am, I found you. I'm sorry. Just in Lala land.
[CUSTOMER][NEUTRAL] OK, OK, no, no, no, uh oh.
[CUSTOMER][NEUTRAL] OK, that's OK, it's we see.
[AGENT][POSITIVE] I know, this is a long week, but it's all good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's too hot. I don't know, are you, are you in [PII]?
[CUSTOMER][NEUTRAL] Oh my god, yeah.
[AGENT][NEUTRAL] That he advisor, it is hot.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Yes, they were, where are you at?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] Yeah, I mean, at, at [PII] it's 85 degrees or they say it feels like it's terrible, it's terrible, it's terrible.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I know. Like I've been getting up to go work out and I was like, shoot, I don't even know if I just sweat out.
[CUSTOMER][NEUTRAL] Yeah, you can do that from your, from your house to your car.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Is it letting you go through?
[CUSTOMER][NEUTRAL] 00, now I'm in la la land.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Am I supposed to go to [PII] log log in?
[AGENT][NEUTRAL] Uh, it's secured[PII].
[CUSTOMER][NEUTRAL] Well if I lower case all this.
[AGENT][NEGATIVE] Oh man, you're making a mess.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, [PII].
[CUSTOMER][NEUTRAL] That's it. That's it. OK, now log on, so I need to put my email [PII].
[AGENT][NEUTRAL] Um, maybe just create a new account.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And select group and you should be able to just put in the group number and the email address.
[CUSTOMER][NEUTRAL] Create your OSC account let's see, OK, hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, which role best describes you? I'm a group, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next, OK.
[CUSTOMER][NEUTRAL] Group number hold on that is 3031.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] OK, now I'm gonna match for you to send me a verification code.
[AGENT][POSITIVE] Yes, ma'am. It's gonna email the uh code and then once you enter the code, you should be able to set up the password and you don't have to worry about display name or the other stuff at the bottom, just uh.
[CUSTOMER][NEUTRAL] Let me go.
[AGENT][NEUTRAL] Password and confirm the password and enter that verification code.
[CUSTOMER][NEUTRAL] OK, I won't know because it hasn't came through.
[CUSTOMER][NEUTRAL] How long does it take the pass code to come through?
[AGENT][NEUTRAL] It shouldn't take that long, but I know some people have had issues where waiting for the code. Um, you can probably check your spam or um.
[CUSTOMER][NEUTRAL] I, I just checked the spam, it's not in my spam.
[CUSTOMER][NEUTRAL] Let's see do spam again.
[CUSTOMER][NEUTRAL] It's not in spam so I'll go back to inbox. I won't all not just priority.
[CUSTOMER][NEUTRAL] Here it is. Look,
[CUSTOMER][NEUTRAL] I see it. I need.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so now I need to do a password.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's see, this is for the fire department, so we're gonna do.
[CUSTOMER][NEUTRAL] Let me peek at that. Does it have to have like an exhalation point?
[AGENT][NEGATIVE] I don't believe so. I didn't see it as far as like you did with the old one, like you needed a special symbol. I don't think so.
[CUSTOMER][NEUTRAL] Or can it just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me, they did that do fire department display name. What do you mean display name here?
[AGENT][NEUTRAL] Yeah, that's why I say you can disregard the display name or preferred name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one or more fields are filled out incorrectly.
[CUSTOMER][NEUTRAL] [PII]. So let's see.
[AGENT][NEUTRAL] I don't think there's a special code for the.
[CUSTOMER][NEUTRAL] OK, so I'm gonna do that. I'm gonna put an explanation pole right here.
[AGENT][NEUTRAL] OK sure.
[CUSTOMER][NEUTRAL] If it held it
[CUSTOMER][POSITIVE] I believe that works so we're gonna.
[CUSTOMER][NEUTRAL] Where's my cheat sheets?
[CUSTOMER][NEUTRAL] Password is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Exclamation.
[CUSTOMER][POSITIVE] I agree to terms.
[CUSTOMER][NEUTRAL] Save always save that thing.
[AGENT][NEUTRAL] Always
[CUSTOMER][POSITIVE] Oh, OK, thank you so much for helping me.
[AGENT][POSITIVE] Oh, absolutely.
[CUSTOMER][NEUTRAL] OK, now I can
[CUSTOMER][NEUTRAL] Now I'm logging in.
[AGENT][NEUTRAL] I, I will let you know each time you go, uh, to log in, it's gonna send a verification code as a security measure, um, words measure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I see that. I just saw that.
[CUSTOMER][NEUTRAL] So it'll take it a minute and then I should be able to get on here.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] There it is.
[AGENT][NEUTRAL] Yes, ma'am. And to change or delete an employee, it should be under the employees and then under employee detail.
[CUSTOMER][NEUTRAL] OK, I can't remember this one.
[CUSTOMER][NEUTRAL] Let's see, let me go back here, OK.
[CUSTOMER][NEUTRAL] Now I'm, I'm think I'm.
[CUSTOMER][NEUTRAL] I'm spinning.
[CUSTOMER][NEGATIVE] Shit fire I'm spinning.
[CUSTOMER][NEUTRAL] I'm gonna try this when I come back from lunch.
[AGENT][NEUTRAL] You cracking me up.
[CUSTOMER][POSITIVE] And then if I have any, if I have any trouble I'll call back but thank you so much.
[AGENT][POSITIVE] Oh, you are welcome, Ms. [PII], and thank you so much for calling APL. You too. Bye.
[CUSTOMER][POSITIVE] You have a great day uh huh bye bye.