AccountId: 011433970860
ContactId: d30c17b9-1916-4474-999c-a654f93f12a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577580 ms
Total Talk Time (AGENT): 294486 ms
Total Talk Time (CUSTOMER): 154154 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d30c17b9-1916-4474-999c-a654f93f12a6_20250429T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] 1.
[CUSTOMER][NEGATIVE] Hi, good morning. I'm calling from [PII] and um I am an employer. I am trying to register um to the portal online and when I do it's telling me that I already have an account, which I don't, so I am having issues.
[AGENT][POSITIVE] Yeah, I can help you with that. Do you have your group number?
[CUSTOMER][NEUTRAL] Yes, it's 24128.
[AGENT][POSITIVE] Thank you, give me just a moment pulled up. We'll do a quick verification.
[AGENT][NEUTRAL] OK. And may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. uh [PII], can we verify the billing address for the group, please?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] It is [PII] I mean [PII].
[AGENT][NEUTRAL] 5.
[AGENT][POSITIVE] Oh yeah, sure, thank you. And I was about to, I said thank you. I was like, well.
[AGENT][NEUTRAL] No, thanks, but anyway, thank you, dear. OK, so [PII]. So, uh, let's verify the phone number and then your email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so phone number, the company direct number it's [PII].
[AGENT][POSITIVE] Wonderful. That is what we have [PII]. And your, I believe it's your email address with the company.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][POSITIVE] Wonderful, thank you ma'am. So let's go take a look and see who does have an account set up if it's not you.
[AGENT][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] Yes, there are 2 already set up in there.
[AGENT][NEUTRAL] And you are a group contact, 11 is pending and one is suspended.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Who is the [PII]?
[AGENT][NEUTRAL] La [PII] Laverde.
[AGENT][NEUTRAL] A verde
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII]? OK, so she doesn't work here any longer.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So OK, hers says pending active. Let me see what we've got going on here, but she's no longer there.
[AGENT][NEUTRAL] In the active versusan.
[AGENT][NEUTRAL] So [PII] no longer works there, is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII], no, yeah, no.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] And then there's uh, OK, we have the, this is how it spelled out. [PII]
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] I think we look on the
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Like I found the application real quick.
[AGENT][NEUTRAL] Just looking to see if there's any, oh, OK, so La say [PII].
[CUSTOMER][NEUTRAL] No idea who who that is.
[AGENT][NEUTRAL] That's who's on the original master policy for us.
[AGENT][NEUTRAL] Master application that we received. I'm sorry. It looks like you've been, it's been updated to you since then.
[CUSTOMER][NEUTRAL] May could it be the the broker could it be a broker maybe?
[AGENT][POSITIVE] Well, they've got the air cooler.
[CUSTOMER][NEUTRAL] Someone from our broker office.
[AGENT][NEUTRAL] They've got the Americuler email address.
[CUSTOMER][NEUTRAL] Oh, so probably is something very old.
[AGENT][NEUTRAL] OK, but that's been suspended as well.
[AGENT][NEUTRAL] OK the change person OK.
[AGENT][NEUTRAL] Received email change contact name for agent. OK, so I see the name got updated to you, I guess on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's go in here and see if you could let me go in here and look at it one more time. May have kept billing on the phone.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me get billing on the phone because it looks like we may need to get the suspended both of them, the [PII] and um.
[AGENT][NEUTRAL] What did I say her name was [PII], because that is on who was originally when the group was set up. She was the group administrator at that time.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, that person doesn't even work here either. I don't even know who that is.
[AGENT][NEUTRAL] So, OK, alright, so let me see if I can get someone from billing on the phone to assist us. Give me just one second, OK? And I have your number we verified the number so I will give you a call back should we get disconnected.
[CUSTOMER][NEUTRAL] Sure, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, please. And my name is [PII] and I'm in customer service.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, Ms. [PII]. This is [PII]. It's the first time I've ever gotten you.
[CUSTOMER][POSITIVE] Hi girl how are you?
[AGENT][NEUTRAL] Hi dear, can you help me with an online service center account for a group?
[CUSTOMER][POSITIVE] I'll do my best, yes ma'am. What's the correct number?
[AGENT][NEUTRAL] OK, it is 24128.
[AGENT][NEUTRAL] 241-28. I can barely hear you. It sounds like you're off in a tunnel somewhere.
[CUSTOMER][NEUTRAL] Everybody says that, but I can hear people's fun. I don't know what to do about it. I've tried different headsets. I've moved my desk in my house. I don't know what to do.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEGATIVE] OK, I know. I, I'm, I'm very frustrated with it, trust me. I need to figure it out. OK, so what, what you need, sweetheart?
[AGENT][NEUTRAL] OK, so apparently they, you know, like, I'm seeing a new group contact tsunami. I'm, I'm not sure if I pronounce that correct, [PII] and Ms. [PII] is trying to get set up, but she can't because there's two other people that were originally set up if you go into the OSC and look to their account and [PII] and [PII] are no longer with the company.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And, uh, [PII], how [PII] was originally the group contact for the master, uh, for the master policy application.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He says suspended. [PII] [PII] says pending active.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, so who's trying to get on it?
[AGENT][NEUTRAL] The actual the new group contact, not sure where she was added, but tsunami, the one that's actually an EMPL.
[CUSTOMER][NEUTRAL] Yes, the one that's in the NPL, OK, so she's trying to create the account correct, [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] And she is having trouble doing that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I verified her email and phone number and the everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everything's everything's right? OK.
[CUSTOMER][POSITIVE] OK, let me talk to her. I'll be glad to help her.
[AGENT][POSITIVE] Oh, you're gonna, OK, you are awesome. Yeah, it's kind of out of my hands at this point.
[CUSTOMER][NEUTRAL] Well, I, I don't know.
[CUSTOMER][NEUTRAL] Yeah, I'm not sure.
[AGENT][POSITIVE] I'll just join. I'll join us and stay on the phone with you.
[AGENT][NEUTRAL] Just in case you need me.
[CUSTOMER][NEUTRAL] Well, I could do that. Um, yeah.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] You can always call me back if you need to. Tell me what you can do.
[CUSTOMER][POSITIVE] Um, no, I'll call you back if I need to for you. That's fine.
[AGENT][NEUTRAL] OK, dear, let me join her, let me get her on here and then I'll leave.
[CUSTOMER][POSITIVE] OK, that sounds right. Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I have [PII] on the phone with our group billing department, and she is going to assist you from here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you so much.
[AGENT][POSITIVE] Well, thank you for calling APL. You have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, ma'am. Bye, [PII].
[CUSTOMER][NEUTRAL] Pay