AccountId: 011433970860
ContactId: b3b7c08c-7e86-4f42-8760-928a7658bd8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345600 ms
Total Talk Time (AGENT): 77146 ms
Total Talk Time (CUSTOMER): 165667 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b3b7c08c-7e86-4f42-8760-928a7658bd8d_20250603T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, sir, good afternoon. My name is [PII]. I'm calling from Family Action Network Movement.
[CUSTOMER][NEUTRAL] And I was trying to log into the, to my account with you.
[CUSTOMER][NEGATIVE] And it doesn't allow me. I have a username which is not, which was not a an email address. Now they're asking me to put my email address.
[CUSTOMER][NEGATIVE] And I cannot log in with the email address.
[AGENT][NEUTRAL] Uh, sir, you have to create another account. Our O service center was
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Updated
[CUSTOMER][NEUTRAL] And, and I've been trying since.
[CUSTOMER][NEUTRAL] I've been trying to do that since.
[CUSTOMER][NEUTRAL] Saturday.
[CUSTOMER][NEGATIVE] It doesn't allow me to do so.
[AGENT][NEUTRAL] OK, and what is your policy number, please?
[CUSTOMER][NEUTRAL] OK, let me give it to you right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just a minute.
[CUSTOMER][NEUTRAL] OK, I have, I have the group number. Can I give you the group number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I give you the booking? OK. It's uh 25425484.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, thank you, and your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] OK. Date of birth is [PII].
[AGENT][NEUTRAL] OK, mailing address and email address please.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Email address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see, well, sir, I'm showing your policy term with us on [PII].
[AGENT][NEUTRAL] That don't show any active coverage. So you wouldn't be able to set up on the online service center since the policy term.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any active coverage?
[AGENT][NEUTRAL] Uh, no, sir. I don't show you have any active policy with us.
[CUSTOMER][NEUTRAL] It's, it's, it's not, it's not.
[CUSTOMER][NEGATIVE] No, no, it's not, it's not, it's not for me personally, it's for the organization I'm trying to make a payment.
[AGENT][NEUTRAL] So this is for the group?
[CUSTOMER][NEUTRAL] Yes, for the group, that's for me.
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] I'm the account manager, you know, I'm trying to make a payment for the group for the organization, not for myself.
[AGENT][NEUTRAL] OK, I don't show you as a group, uh, contact, um, under the plan, so the.
[AGENT][NEUTRAL] The group administrator will have to send us an email having you add it, but I don't show you as being a contact person on the on the group.
[CUSTOMER][NEUTRAL] OK, it, it, it, it, it, it, it, it used to be me from the very beginning, not the account manager.
[CUSTOMER][NEUTRAL] I don't know if it's, if it was changed, would you change it, probably I'm gonna have to contact [PII].
[CUSTOMER][NEUTRAL] And someone might have changed it without my knowledge because
[CUSTOMER][NEUTRAL] I always the one who usually makes the payment.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Uh, for the organization.
[CUSTOMER][NEUTRAL] I didn't have an account with you, you know?
[CUSTOMER][NEUTRAL] With my name.
[CUSTOMER][NEGATIVE] When I make, when I, when, when, when I used to make payments. And last time, I didn't make a payment. This is the first time I have some issue in making the payment.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I don't know. Then what should I do?
[AGENT][NEUTRAL] You can either contact the agent or the group admin would have to set up and have you added, but I don't show you yet, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEGATIVE] I'm, I'm, I'm, I'm gonna, I'm gonna contact the agent then because that's weird because I usually make the payment. This is the very first time that I have not been able to make it.
[CUSTOMER][NEUTRAL] And I don't know.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm not on the plane, but I'm the account manager because I have another thing with another company, you see what I'm saying, but I'm gonna, I'm gonna contact the, the agent then, OK.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][POSITIVE] No problem. No problem. Thank you so much. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome bye.
[CUSTOMER][NEUTRAL] OK. Bye, bye bye, bye bye.