AccountId: 011433970860
ContactId: c9803f21-7aab-441c-a9c1-599e7c50cb86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264720 ms
Total Talk Time (AGENT): 78469 ms
Total Talk Time (CUSTOMER): 109322 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c9803f21-7aab-441c-a9c1-599e7c50cb86_20250129T19:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm a broker. I just placed a client with y'all and um.
[CUSTOMER][NEGATIVE] I talked to somebody earlier today. They're trying to log in for the first time and somebody earlier today gave me their username and they're trying to log in now and it says that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Uh, no username found with that information that was entered, and you may not even be the right person to talk to, but you're, you're my first person to talk to.
[AGENT][NEUTRAL] OK, what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm very curious, are you in [PII] or are you in [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm from [PII] and you sound like my people.
[CUSTOMER][NEUTRAL] Where is it? It's close to Jackson, right? Is that where y'all are?
[AGENT][NEUTRAL] Uh, actually, we work at home.
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] OK, where's the office? Where's the office at?
[AGENT][NEUTRAL] But our office, do you know where Dogwood is?
[AGENT][NEUTRAL] Shopping mall on [PII].
[CUSTOMER][NEUTRAL] Oh gosh, I, I always tell.
[CUSTOMER][NEUTRAL] Oh, near the shopping mall, the one that used to have the ice ice skate rink in it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] It's over there now.
[CUSTOMER][NEUTRAL] OK, over there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've been there
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] OK, do you have their policy number or?
[CUSTOMER][POSITIVE] Yeah I do. I just got it today it is.
[CUSTOMER][NEUTRAL] 26928.
[AGENT][NEUTRAL] OK, that's their group number.
[CUSTOMER][NEUTRAL] Oh wait, there's a difference.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Yes, sir. Um, if you have their social, I can look it up by that or I can look it up by the name.
[CUSTOMER][NEUTRAL] Well, I'm sorry, I'm sorry the the HR person is trying to log into their portal. I'm sorry.
[AGENT][NEUTRAL] Oh, the, um, employer is trying to log into their porter.
[CUSTOMER][NEUTRAL] Employer, right, right.
[AGENT][NEUTRAL] OK, let me see who I can get to help you with that. I'm in the claims department.
[CUSTOMER][POSITIVE] OK, sure, thank you.
[AGENT][NEUTRAL] Let me see if I can get somebody in customer service, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hold on, you're welcome, hold on just one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Who do you know? I have an agent on the phone.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And he's trying to help an employer get in the portal. Do you know who can help them with that?
[CUSTOMER][NEUTRAL] Me, what's the policy uh group number?
[AGENT][NEUTRAL] 26928.
[CUSTOMER][NEUTRAL] OK, hang on, I think let me see, let me make sure they got one set up if they've got one set up, it may have to go to billing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] I got so many screens, girl. I don't know where I'm going. Give me a minute.
[AGENT][NEUTRAL] And he didn't give me the group name. I'm sorry.
[CUSTOMER][NEUTRAL] It's OK, but you did get the group number, so that's fine um I just need to see.
[CUSTOMER][NEUTRAL] OK, yeah, send them to me.
[AGENT][POSITIVE] OK, I appreciate you.
[CUSTOMER][POSITIVE] You're welcome, hon. Thank you. Mm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.