AccountId: 011433970860
ContactId: cf85b20e-b827-46f2-b61e-e2bfaa92a882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524359 ms
Total Talk Time (AGENT): 138369 ms
Total Talk Time (CUSTOMER): 153151 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cf85b20e-b827-46f2-b61e-e2bfaa92a882_20250602T15:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is um [PII]. I'm with Grain Company and I tried to go on to the website this morning and it's a totally different thing. I mean, is this, do I have to create an account all over again?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It's so weird.
[AGENT][NEUTRAL] Yes, Ms. [PII], I'm so sorry. I don't know if you got the email notification about the change, but I can go ahead and help you. May I have the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I mean, I'm, I'm sorry, I, uh, the phone broke up you what you need? I'm sorry.
[AGENT][POSITIVE] Um, the group number, I'm so sorry.
[CUSTOMER][NEUTRAL] You need the group number? It's 27025.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Well, the email might have went to my HR director maybe she because she gets all the email notification even though I have access because I'm the one that takes care of the billing and everything but they don't, they said they can't send both of us email notifications which I think is crazy.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Got you, yeah, probably, yeah, OK, so let's see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] So I had no idea. I'm going, I'm going uh this doesn't look right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I know. All right, let's see. Uh, OK. Let me have the mailing address on file just for verification.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, perfect. Mhm. Yes. OK, and let's see. Um, do you know what's the email address on file?
[CUSTOMER][NEUTRAL] Is that what y'all have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I should, um, it's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like it's it's a different email. Um, do you know who's the main contact on the policy?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let
[CUSTOMER][NEGATIVE] So my email address is not on it at all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it is not gonna be under the main contact and that's gonna be what we're gonna need to get register again. Um, yeah, and like you said, more than likely that that's where the email went to the notification of the change. Um, so, and that's why you don't see.
[CUSTOMER][NEUTRAL] So she's got register it?
[AGENT][NEUTRAL] Yes, yes, she will have to register again and add everybody else uh to the account again.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Because everything changed. Mhm.
[CUSTOMER][NEUTRAL] Alright, with her office is right next to mine, so I'll have to talk to her about that, yeah, because she gets, because I wanted to go and check. Well, I mean it's like they just nothing, you know, I, I don't know. I mean you can't do anything about that part, but it doesn't make sense to me why only one person can get the email notifications.
[AGENT][POSITIVE] OK. All right. I'm so sorry.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I had to keep going into it to keep checking to see if the um billing was ready yet.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] For our next billing, so when is the May billing going to be ready?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see. So it was, uh, the renewal, it was complete. Let me go ahead and see if it's ready or already. Um, do you mind holding for me? Let me just go ahead and pull the invoices OK. All right, thank you.
[CUSTOMER][NEUTRAL] No, not at all. OK. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. It's already there on the website?
[CUSTOMER][NEUTRAL] OK alright then I gotta talk to her because now she's gotta reregister and then she's gotta put me back in, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, correct, yes.
[CUSTOMER][NEUTRAL] Oh this is ridiculous. All right, I will talk to her this afternoon. All right, thank you so much.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right. Is there anything else I can help you with today? You're welcome.
[CUSTOMER][NEUTRAL] No, I mean, you tried this, you did whatever you could. All right. I just try to handle things on my own when I have to, you know, but now we gotta redo something all over again? OK. All right, I'll check with her.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm fine, yeah.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][POSITIVE] All right, OK, have a good day. You're welcome.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.