AccountId: 011433970860
ContactId: cb790d75-62cd-4d0a-be63-9ac8b3c70634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725460 ms
Total Talk Time (AGENT): 243422 ms
Total Talk Time (CUSTOMER): 222239 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cb790d75-62cd-4d0a-be63-9ac8b3c70634_20250305T13:46_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] Uh, good morning. I, um, I'm, we're new to uh
[CUSTOMER][NEUTRAL] To the system, I need to um make, make my account with you and um you needed approval from our person here or the the the administrator, and he sent you an email, you responded to us saying that everything was OK. I was added, so I need to know how to log in into the system.
[AGENT][NEUTRAL] OK, so you're a new contact for the group in which you will have emailed in reflecting that you be added and you're needing to set up the profile within a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right. We got an email uh yesterday uh from uh
[CUSTOMER][NEUTRAL] From, uh, let me see where is uh [PII].
[AGENT][NEUTRAL] I'm sorry, [PII] who?
[CUSTOMER][NEUTRAL] [PII] in customer service.
[AGENT][NEUTRAL] With American Public Life Insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Just so I can try and help you, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK, thank you. And I know what is your callback?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Just give me a moment to get the correct information pulled up and I will have to verify several things with you first for security.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you could please verify the name of the group and the address.
[CUSTOMER][NEUTRAL] Hold on because I, I hear you very, very, uh, far away. Let me see if I can.
[AGENT][NEUTRAL] I'm sorry, I don't know. I have, there's some, apparently that I'm having some technical issues with the, my headset.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you able to hear me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I, am I, I cannot understand. Am I what?
[AGENT][NEUTRAL] Are you able to hear me?
[CUSTOMER][NEUTRAL] Uh yeah, I'm, I'm hearing you, yes.
[AGENT][NEUTRAL] What is the name of your group and the address for your group?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] HHR Management Consultants Inc. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then also your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Aguero, A A G U E R O.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the primary phone number for the group, please?
[CUSTOMER][NEUTRAL] The primary uh person should be either [PII] or [PII].
[AGENT][NEUTRAL] OK, what is the phone number?
[CUSTOMER][NEUTRAL] Oh, the, the, the number, the phone number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the phone number is, hold on.
[AGENT][POSITIVE] And go ahead and give me a good callback number for you, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is it that that they put his personal number and not the the office number, so I have to look for it because I don't know it that hard. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead, but if I need your number as well so that if we get disconnected, I could try and call you back?
[CUSTOMER][POSITIVE] Oh, you need my number. OK, perfect. [PII].
[AGENT][NEUTRAL] [PII], yes ma'am, first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now the group, the group's telephone number, the number that we would have.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 401
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Because I have all of the information that I need to verify at the moment.
[AGENT][NEUTRAL] Now, we do show that you have been, your name has been added.
[AGENT][NEUTRAL] However, [PII]'s information is listed as a contact.
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] Now, have you all started setting up this profile?
[AGENT][NEUTRAL] In the
[CUSTOMER][NEUTRAL] I, I hear you very far. Uh, what do you say? You cannot.
[AGENT][NEUTRAL] So I don't, yes, ma'am, I do.
[AGENT][NEGATIVE] I'm sorry, I don't know why you're not able to hear me better. I can hear you fine, but I believe there must be something wrong.
[AGENT][NEUTRAL] With my wife.
[CUSTOMER][NEUTRAL] Yeah, yeah, I hear you like with a noise all over.
[AGENT][NEUTRAL] Yes, ma'am, and I'm in a completely quiet and isolated area. So there's apparently something wrong with the, the phone.
[CUSTOMER][NEUTRAL] Uh, OK, what do you say, the problem is this, I need to get in to pay the bill. I received the bill and I need to pay it, so some, some place, somewhere, somebody has to give me authorization, so I can go in there and pay the bill. Unless you're not gonna get paid.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Well, yes, ma'am, and I'm trying to help you.
[AGENT][NEUTRAL] And I'm sorry that you can't hear me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] At once he he goes to manage us and he.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], thank you so much for holding for me. OK, so I want to first off verify this correct spelling of your last name again. It's, is it [PII]? Is that correct? Or are there two [PII]'s?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] G U
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, your last name has two [PII]
[CUSTOMER][NEUTRAL] My last, my last name and the first initial.
[CUSTOMER][NEUTRAL] It's my first initial and the last name.
[AGENT][NEUTRAL] OK. Now, I need to verify the spelling of your last name only.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] G like George.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] U like Umbrella.
[CUSTOMER][NEUTRAL] E. like Edward.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] R like run.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And all
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. All right, so it looks from what I can tell in here, [PII], that [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] is gonna have to be the one to set up the profile.
[AGENT][NEUTRAL] In the portal because he is listed as the primary contact for the group.
[AGENT][NEUTRAL] And it looks like that.
[CUSTOMER][NEUTRAL] So he has to go in the.
[CUSTOMER][NEUTRAL] He has to go in the system.
[AGENT][NEUTRAL] Mhm. It looks like someone has started setting it up because it looks like it's pending in the online service center, but once [PII] has created the profile, then he will assign.
[AGENT][NEUTRAL] Additional users within the por[PII] himself.
[AGENT][NEUTRAL] He will be the one to grant you access in the online service center because he will have to add you.
[CUSTOMER][NEUTRAL] OK. I'll, I'll, I'll talk to him when he comes in.
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And if not, I don't [PII]ow.
[AGENT][NEUTRAL] Yes ma'am, but it looks like someone has started to set it up, but again because he is the primary contact for the group.
[AGENT][NEUTRAL] That is why he has to set it up for security purposes, and then he will grant you access.
[AGENT][NEUTRAL] He will add you as a user.
[CUSTOMER][POSITIVE] OK, so in that email that [PII] sent that says we received your email requesting the update to your group contact information, we are happy to tell you the request is completed. That doesn't mean anything?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes and then add
[AGENT][NEUTRAL] That does mean that you have been added so that we can talk to you when we come, when you call in. But as far as setting up the profile within the portal, that is something that [PII] will have to do.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I will let him know when he comes in.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, no, that's it. Thank you very much.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling ATL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK, bye-bye.