AccountId: 011433970860
ContactId: beb2542d-31f0-4a67-944f-65963c3b3c2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158460 ms
Total Talk Time (AGENT): 48486 ms
Total Talk Time (CUSTOMER): 49026 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/beb2542d-31f0-4a67-944f-65963c3b3c2c_20250616T12:43_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] Hey [PII], it's [PII] at Signature Benefits Plus. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing well. I'm wondering if you can check a member of a group. She's trying to get on the new APL site and it's giving her error messages. I just wanna check and make sure the email is correct.
[AGENT][NEUTRAL] For the customer?
[CUSTOMER][NEUTRAL] For a member of the group.
[AGENT][NEUTRAL] OK. Just a moment. Let me get that system up.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] And page what group is this for?
[CUSTOMER][NEUTRAL] Um, [PII]. Do you want the, the policy number is 26991.
[AGENT][POSITIVE] 991. OK, perfect.
[AGENT][NEUTRAL] And what is the client's last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the email address we have on file is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][POSITIVE] Alright, that is correct.
[CUSTOMER][NEGATIVE] So when she tries to log in it says no user was found with the information that was entered.
[AGENT][NEUTRAL] Do you know what address she was?
[CUSTOMER][NEGATIVE] I think maybe she's putting in too much information.
[AGENT][NEUTRAL] Just put in wherever you see the asterisk, don't put any of the other information in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will have her redo that and then mhm.
[AGENT][NEUTRAL] Have her try that and then if
[AGENT][NEUTRAL] Yeah, if that doesn't work for her, just have her call us direct.
[CUSTOMER][POSITIVE] OK, alright, cool, alright, thank you for confirming that right, thank you so much.
[AGENT][NEUTRAL] And we'll try and troubleshoot, OK?
[AGENT][POSITIVE] No problem. Is there, is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that'll take care of it. I appreciate it.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.