AccountId: 011433970860
ContactId: d46cd7bd-cf29-462c-ab93-91e7d5fc0c78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215039 ms
Total Talk Time (AGENT): 56200 ms
Total Talk Time (CUSTOMER): 84048 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d46cd7bd-cf29-462c-ab93-91e7d5fc0c78_20250117T19:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How, how can I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII]. I mean, I've got an insured on the line that I'm trying to help and I've never had this come up. I need you to please look at a policy cause on CUDAT, it's telling me that no member, uh, that it doesn't exist, that she doesn't exist. The policy is 2446325 Malaros [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] And now it's not gonna let me off that screen, is it?
[CUSTOMER][NEUTRAL] You have to take out the customer number and you have to, you have to wipe everything out and then just go up and type in whatever screen you wanna go to, so you're getting the same thing. Have you ever had this happen?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] not found.
[AGENT][NEUTRAL] No, I haven't, um.
[CUSTOMER][NEUTRAL] Jesus
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] It's not a new policy.
[AGENT][NEUTRAL] Anything in notes?
[AGENT][NEUTRAL] Nobody's changed anything since [PII].
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Mm mm that file.
[AGENT][NEUTRAL] So that's, yeah.
[AGENT][NEUTRAL] I wonder if it was something with the file that might have knocked all that out. I've had that happen before.
[CUSTOMER][NEUTRAL] And what do y'all do to fix that? I mean, do I just need to submit a hub ticket once I try and help her? I mean, I can't change her information if it's not right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. Um,
[AGENT][NEUTRAL] I've never, there's nothing that I um customer service can do to to change that, um.
[AGENT][NEUTRAL] Who would that go to?
[AGENT][NEUTRAL] Supervisor, I guess.
[AGENT][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] Cause there's nothing we can do.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Might be IT.
[AGENT][NEUTRAL] Cause I don't know
[AGENT][NEGATIVE] Yeah, it's not gonna let us do anything, you know.
[CUSTOMER][NEUTRAL] I can't add an email. I mean, I can't, OK, yeah, um.
[CUSTOMER][NEUTRAL] Yeah, because, OK.
[AGENT][NEGATIVE] Yeah, because it's not gonna let me either.
[CUSTOMER][NEUTRAL] Mm, OK, so you don't know what would cause that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I see, OK, alright, thank you very much for looking at it. Oh, now, oh no, now it's just like all of her when I try, oh on CUI and Q, it just totally like made her nonexistent.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can still get her in C U I N Q.
[CUSTOMER][NEUTRAL] I can't. I tell.
[CUSTOMER][NEUTRAL] I had it with this thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII]. Well, thank you for looking at it. I appreciate it.
[AGENT][NEUTRAL] All right, sorry I wasn't able to help.
[CUSTOMER][NEUTRAL] OK, no, you're fine. No, no, no, you're fine, thank you.
[AGENT][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] All right. Bye-bye.