AccountId: 011433970860
ContactId: c8624d77-dd2b-4a55-84af-6542f9f921a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258600 ms
Total Talk Time (AGENT): 93354 ms
Total Talk Time (CUSTOMER): 139298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c8624d77-dd2b-4a55-84af-6542f9f921a5_20250410T21:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. I am a new agent, um, insurance agent, life and health, and I cannot seem, it's funny, I can get in the APL on my cell phone, but I can't get in onto it on my home computer.
[AGENT][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] And I don't know if I need to yeah it's weird. I and I don't know if I need to reset my, I don't know what I need to do, but I'm at the agent log in where it says um APL agent portal administration, I mean admin portal and I put in like NGIS and then I put which is my inter company ID.
[CUSTOMER][NEGATIVE] Then I put in my e-agent center ID which is 16711792 and then my password that I put in on my cell phone, you know, on my phone and it won't work on my home computer though.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, that's backwards because it's not even compatible with the phone. Usually we have issues with the phone. Um, well, 1st may I have your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII], and I had gotten the email that said uh, to sign in and, and do this. So I was at work, so I did it from my phone.
[AGENT][NEUTRAL] OK, um, Ms. [PII], may I have a good contact number in case we're disconnected and then your agent pin number?
[CUSTOMER][NEUTRAL] Absolutely, um, my, my cell phone is [PII] and I don't, do I have to make up a PIN number or what? I don't know.
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] I haven't, I never made up a pin number yet, so I don't know, but I have an e-agent center ID number. I have a um.
[CUSTOMER][NEUTRAL] My company ID is NGIS.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] All 6 people
[CUSTOMER][NEUTRAL] Like I said, I'm a new agent. I'm not really sure.
[AGENT][NEUTRAL] It's OK. So this is what I'll do. Um, let me get you over to Broker Resources, um, because they handle the agent and broker portion of the online service center, so they'll be able to go with you step by step. Um, before I do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what, what exactly is this? Is this for Allstate or is it for National Gen?
[AGENT][NEUTRAL] Neither one.
[CUSTOMER][NEUTRAL] Oh, what is this exactly for?
[AGENT][NEUTRAL] Um, well, so I'm not in your group, so I'm not sure what type of insurance your group has signed up for, but we have like group um term life, accident, cancer, hospital indemnity Metlink policy.
[CUSTOMER][NEGATIVE] went down
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, um, and [PII], before I get you over to Broker Resources, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] All right, well, hold on one moment and thank you for calling APO.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing good. I have a new agent on the other line, [PII]. She doesn't know much information about her group, but she's trying to sign on to the online service center and it's giving her some um issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can help her. Did she give you a group number or anything?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] If not, I'll get it from her. OK, no worries, I'll take it. Thank you.
[AGENT][NEUTRAL] OK. You're welcome. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, this is [PII] is this [PII]? It is.