AccountId: 011433970860
ContactId: cd2b1245-f4e8-43db-80bc-37af76264aea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490640 ms
Total Talk Time (AGENT): 210225 ms
Total Talk Time (CUSTOMER): 173036 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/2025/03/21/cd2b1245-f4e8-43db-80bc-37af76264aea_20250321T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] again.
[AGENT][NEUTRAL] Hey, Ms. [PII].
[CUSTOMER][NEUTRAL] Um, it won't let me go past create your account.
[CUSTOMER][NEUTRAL] Uh, keep it that.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEGATIVE] I keep hitting the next button and it won't do anything.
[CUSTOMER][NEUTRAL] I'm sorry to be a thorn in your side this morning.
[AGENT][NEGATIVE] Oh, you're not at all.
[AGENT][NEUTRAL] Hold on, let me see if I can.
[AGENT][NEUTRAL] OK. What um would you like the username to be?
[CUSTOMER][NEUTRAL] Go and that's um I have it all in caps. Does it matter?
[AGENT][NEUTRAL] No, but I'll put it in caps if you want it.
[CUSTOMER][NEUTRAL] Oh, OK, it's go and that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Automotive.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, and then just so that we don't know your password, I'm just gonna put like automotive [PII], and then you can change it once it's established.
[CUSTOMER][POSITIVE] OK, fine, thank you.
[AGENT][NEUTRAL] You're welcome. Um, so I'll do, uh.
[CUSTOMER][POSITIVE] Yeah, I can get that one.
[CUSTOMER][NEUTRAL] And then the email I have is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] I'm counting uh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the primary phone number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then for the verification email, is there, there's a, is there a text message phone we could put?
[CUSTOMER][NEUTRAL] That would be my cell phone, um.
[CUSTOMER][NEUTRAL] What happens if I leave? How, how, how would that affect it?
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] I'm not saying I'm leaving, but.
[AGENT][NEUTRAL] Right, if you were to leave, um, this is the, the phone numbers and everything can be changed. It's just that username we won't be able to change.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 7228.
[AGENT][NEUTRAL] OK, let me write the um.
[AGENT][NEUTRAL] Password down so I can tell you uh [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEGATIVE] I wonder why it won't send me.
[AGENT][NEUTRAL] When you try to click next, did it pop up that an error occurred during registration?
[CUSTOMER][NEUTRAL] It's well the only little blue box at the top that we suggest using a general departmental slash team not personal email address and user name to set up your group account. That's the only thing that it came up as, but no other message.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I don't have anything personal in there except for my cell phone number for the uh text message.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] What is happening? Hold on. It did, but now it's not. Let me refresh this.
[CUSTOMER][NEUTRAL] Alright, are you getting one?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What?
[CUSTOMER][NEGATIVE] Oh Lord, have [PII].
[CUSTOMER][NEGATIVE] If it's gonna go wrong, it's gonna go wrong with me.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][POSITIVE] Well, at least you got us, so we can help you through it.
[CUSTOMER][NEUTRAL] At least I got one that speaks English too.
[AGENT][POSITIVE] Oh my gosh, right, and it's.
[CUSTOMER][NEGATIVE] You know how you usually call these stupid things?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's like
[CUSTOMER][NEGATIVE] You know, uh, you just can't understand.
[AGENT][NEGATIVE] And it just makes you more frustrated.
[CUSTOMER][NEGATIVE] Yeah, and I finally get so frustrated. I said give me somebody that speaks English.
[CUSTOMER][NEGATIVE] I speak English. You speak broken English. I want.
[AGENT][NEUTRAL] Oh my goodness, why won't this go?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Wait a minute, let me see.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] So you're having trouble too.
[AGENT][NEUTRAL] Mhm. Let's do this. I will, um, who, who, I will send a, I'm gonna send a message over to group billing. The representative who helped me is already, she already knows what's going on because she helped me. Um, I'm gonna send a message to group billing to have them research on our end what's going on, um, because even when I click next, at first it gave me an error saying, um, what did the error say? I'm sorry.
[AGENT][POSITIVE] There was a, there was an issue in submitting and then I tried again and it just makes me keep clicking next. So, and I've never seen that before. So I'm gonna have um a member of group billing give you a call or if it's a tech issue, they'll let me know and we're gonna get you an answer today, um so we can get this uh account set up for you. I just
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't want you to have to hold, and I want to get you straight to the right department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me ask you this, can you print my is my bill uh populated yet?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] For, um,
[AGENT][NEUTRAL] March
[CUSTOMER][NEUTRAL] Go automotive.
[CUSTOMER][NEUTRAL] Yes, no, yes, yes.
[AGENT][NEUTRAL] April, March.
[AGENT][NEUTRAL] Hold on one moment, let me see.
[CUSTOMER][POSITIVE] Yes, oh yes, oh yes, yes, March. I get it.
[AGENT][NEUTRAL] Oh my April, March, April.
[CUSTOMER][NEUTRAL] I forget it's um.
[CUSTOMER][NEUTRAL] It's in arrears, you know, because all my other insurances are are current.
[CUSTOMER][NEUTRAL] But APL is in arrears, so yes, March.
[AGENT][NEUTRAL] Um, March has not yet populated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you are all up to date.
[CUSTOMER][NEUTRAL] That's fine. I was just trying to.
[CUSTOMER][NEUTRAL] OK, yeah, I was just trying to go ahead and get all of that done, but I mean if it's not populated, it's not populated, um, are they gonna call me back on my direct line, the [PII].
[AGENT][NEUTRAL] Yes, I'm gonna give them the.
[AGENT][NEUTRAL] Do you prefer your cell or you want your job?
[CUSTOMER][NEUTRAL] It's, it's.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Do you, you want us, wherever you want us to call?
[CUSTOMER][NEUTRAL] No, my um, my re line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My direct line um to my office is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So I'm sending this over now, so it'll either be a member of group billing or myself giving you a call back today. I'm making it urgent um so we can get this done for you today. I'm not sure why it won't let us go through to that next step.
[CUSTOMER][NEGATIVE] Because I told you if it's gonna go wrong, it's gonna go wrong with me.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, well, I've sent it over for you. So, um, as soon as I get an answer or or um they get an answer, they're gonna call you, but it will be today and we're gonna call you on your direct number.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.