AccountId: 011433970860
ContactId: bca53050-8a51-476e-b144-e8429da07ea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215179 ms
Total Talk Time (AGENT): 97465 ms
Total Talk Time (CUSTOMER): 105901 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/2025/03/17/bca53050-8a51-476e-b144-e8429da07ea6_20250317T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I'm trying to figure out my um
[CUSTOMER][NEGATIVE] My login and my password for the conditions. I keep, I get them every month and I always don't worry about it. And then I said let me try to check it and I, I got set up last year, probably Sep September, October, maybe something like that, and I've written a written a ton of business and I think they set me up with something and I can't find that email where they did and I got, I was out of the office that day and I never changed my password or whoever that was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, um, OK, so give me spell your last name for me.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, and just verify a good phone number for me.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] [PII] OK um and do you have your broker or agent number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, let's see, it is my regular, oh, it's my NPN number one let's see.
[CUSTOMER][NEUTRAL] I have an enrollment for me. Oh, I have it on me find it.
[CUSTOMER][NEUTRAL] Let me find that one second.
[AGENT][POSITIVE] Oh, you're good, no worries.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's not it just, um.
[CUSTOMER][NEUTRAL] Apps looking for the uh.
[CUSTOMER][NEUTRAL] Employer app because it's on there, you know what? I have it in my phone if I can't find it.
[CUSTOMER][NEGATIVE] Of course, just when I need it I can't find it.
[CUSTOMER][NEUTRAL] Oh, here it is on a set of poets. It's 1669 something. Let's see.
[CUSTOMER][NEUTRAL] 169381117.
[AGENT][NEUTRAL] OK, um, and then again I'm just gonna, so while I'm not new to insurance, I'm new to APL and so I just wanna make sure I get all of the correct information because I'm going to have to get with one of my senior advisers, um, just to make sure that I give you all of the correct information and I'll give you a call back here in probably 15-20 minutes if that works for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. No problem, no problem.
[AGENT][NEUTRAL] OK. So again, the spelling of your last name is [PII].
[CUSTOMER][NEUTRAL] No, you've got an [PII], you forgot an [PII] So it's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, what is, I'm just try, what is your social just in case we need that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. All right, OK, give me about 15-20 minutes and I'll give you a call back um to get you the whatever login information. Why don't you go ahead and give me a good email address just so I have that so we can resend, so I have it to resend that information to.
[CUSTOMER][NEUTRAL] Uh it's uh my first name is first name [PII]
[CUSTOMER][NEUTRAL] [PII] my last name [PII] [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my last name again [PII].
[AGENT][POSITIVE] [PII]. OK, thank you so much for your patience and I will give you a call um just to, you know, let you know what I find out probably at 15-20 minutes.
[CUSTOMER][NEUTRAL] Mhm. No.
[CUSTOMER][POSITIVE] That sounds great thank you a lot.
[AGENT][POSITIVE] All right thank you sir.
[CUSTOMER][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Bye.