AccountId: 011433970860
ContactId: d8a01d37-d073-47ff-a519-41ca99ee9a45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328570 ms
Total Talk Time (AGENT): 123148 ms
Total Talk Time (CUSTOMER): 123518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d8a01d37-d073-47ff-a519-41ca99ee9a45_20250509T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, good morning. I was giving you guys a call because I'm trying to log into the APL, my APL account, and it's not allowing me. It keeps telling me that no user was found with the information that I entered, and you guys have submitted a ticket, um, to get access, but I still haven't been able to get access and I need to remove two employees.
[AGENT][NEUTRAL] Oh, OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Give me a quick second.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have the group number. Does that work? Because we're an employer.
[AGENT][NEUTRAL] Oh, that's fine. I meant to say group, I said [PII]. I'm so sorry. Thank you. What's that group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's it's OK, no worries. I was like, oh, I don't have that. Um, it's gonna be 27046.
[AGENT][NEUTRAL] 258-046
[CUSTOMER][NEUTRAL] No, 27046.
[AGENT][NEUTRAL] 27046 thank you ma'am. Give me one moment.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and verify the name of the group and the mailing address?
[CUSTOMER][NEUTRAL] It's gonna be Heartbeat Auto.
[CUSTOMER][NEUTRAL] Transport and the address is [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your email address.
[CUSTOMER][NEUTRAL] It is going to be [PII].
[CUSTOMER][NEUTRAL] I, well, this is the issue that I'm having. I'm not sure which email I put, but you can it's [PII].
[AGENT][NEUTRAL] OK, and is that correct?
[AGENT][NEUTRAL] Because that's what we have in the system is that I'm sorry, I must say, we have [PII] um yes ma'am.
[CUSTOMER][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] Oh OK, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, that's fine. It's just that since I have a couple emails wasn't sure which one I had put on there.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and when you set up, did they give you a verification? Well, no, that's um if you wanna change, let me look in our notes give me one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you're um trying to log on, are you using I'm an employer group that offers APO products to my employees.
[CUSTOMER][NEUTRAL] Yes, and I'm, yes, um.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEGATIVE] But it just keeps telling me that no user was found with the information. Um, I'm putting the group number, the zip code, my phone number, the city, the email, and the state, and it keeps telling me I'm incorrect.
[AGENT][NEUTRAL] OK, and what's the phone number you're using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yeah, that's the number I'm showing.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] [PII]. Maybe that's it, because I show [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yeah, that might be the issue there. Let me see.
[CUSTOMER][NEUTRAL] I don't think that's anyone else's number. I'm I think.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that would be the issue. The phone number is [PII].
[AGENT][NEUTRAL] OK. Um, I would say if you can send us an email to [PII].
[CUSTOMER][NEUTRAL] Yeah, give me a quick second. Can you tell me the email again?
[AGENT][POSITIVE] Yes ma'am, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and what would you like um for me to send to that email?
[AGENT][NEUTRAL] Uh, you can ask them to change the phone number in the system since it's showing a different number and also you said you were trying to terminate a couple of employees?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you can also put that in uh information and email as well because they're all go to our group billing department so they can make the correction in the system and also um terminate those employees.
[CUSTOMER][POSITIVE] OK perfect that works then thank you so much for your help.
[AGENT][POSITIVE] You are welcome and thanks for calling APL. You have a great day and weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.