AccountId: 011433970860
ContactId: d8b215e6-6c75-4c6d-aeec-1b5ec9483565
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561969 ms
Total Talk Time (AGENT): 270070 ms
Total Talk Time (CUSTOMER): 155864 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d8b215e6-6c75-4c6d-aeec-1b5ec9483565_20250129T19:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Who do you know? I have an agent on the phone.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And he's trying to help an employer get in the portal. Do you know who can help them with that?
[AGENT][NEUTRAL] Me, what's the policy uh group number?
[CUSTOMER][NEUTRAL] 26928.
[AGENT][NEUTRAL] OK, hang on, I think let me see, let me make sure they got one set up if they've got one set up, it may have to go to billing.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Just a second.
[AGENT][NEUTRAL] I got so many screens, girl. I don't know where I'm going. Give me a minute.
[CUSTOMER][NEUTRAL] And he didn't give me the group name. I'm sorry.
[AGENT][NEUTRAL] It's OK, but you did get the group number, so that's fine um I just need to see.
[AGENT][NEUTRAL] OK. Yeah, send them to me.
[CUSTOMER][POSITIVE] OK, I appreciate you.
[AGENT][POSITIVE] You're welcome, hon. Thank you. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Hey [PII], I'm doing wonderful. How are you doing?
[AGENT][POSITIVE] I am doing well. Am I speaking to Mr. [PII]?
[CUSTOMER][NEUTRAL] You are, and I just placed a policy and my HR person is trying to log in and they sent me a
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Not working screen. Somebody told me this morning what their username was. I actually put it in and had their password something sent to them and they tried to go through and it said it, it said that um.
[CUSTOMER][NEGATIVE] That information was not correct, so.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Uh, I've got a group number if you need that.
[AGENT][NEUTRAL] Yeah, I just, that's what I was just gonna ask you. I just wanted to verify the group number. Can you give it to me just to make sure she gave me the right one.
[CUSTOMER][NEUTRAL] Yep, 22.
[CUSTOMER][NEUTRAL] 26928
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's for [PII] Eat, correct, the group. OK, so the setup has not been done, um, because I just tried to pull up the group number and see if the OSC had the group registered and there's nobody registered. Um, is the contact [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, yep.
[CUSTOMER][NEUTRAL] It is, yeah.
[AGENT][NEUTRAL] OK. Are you able to verify her email address? I'm thinking there might be something incorrect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], so it's her first initial last name at islandfamily.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] HI [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see if it's the her contact name, her last name spelled without the [PII], so let me change that and see.
[CUSTOMER][NEUTRAL] Well, it's [PII] there is an [PII] in it, [PII]
[AGENT][NEUTRAL] Right, which the email was done right, but her actual name listed as contact, it didn't have the E, so I'm adding it. Give me just a second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, if you'll give me just a second, I'm gonna try to go in here and see if it'll let me create an account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I'm thinking that might have been it, but I just want to verify. I don't want to send you off and tell you, OK, it's fixed and it's not. So give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you sound like my people. I'm from [PII]. Are you in [PII] also?
[AGENT][NEUTRAL] Yes, I am located in [PII]. I actually wasn't born and raised here. I was born and raised in [PII] and moved here when I was [PII] and the accent kind of just got there and stayed there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I can almost I can almost say the same thing. I was actually born in [PII] myself, but I didn't live there very long.
[AGENT][NEUTRAL] Oh, OK. Yeah, we, um, we actually, I moved when I was [PII] and then we moved again from [PII] back to [PII] until I was [PII] and came back when I was [PII]. So, just kind of
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I guess over the years, especially being an adolescent and younger, it kind of just grew on me and I didn't realize it until I went back that I had it. So.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, well, I'm [PII] now and I've now just barely lived longer in [PII] than I did in [PII], but my twang started to dissipate when I started, uh, when I, when I came here, not that it's that incredibly different, but there's not, the twang's not here like it is there.
[AGENT][NEUTRAL] Right. And, and I think over time, you don't realize you pick up the jargon quicker than what you think, um, just from being around people in the local area, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now, where did you live there?
[AGENT][NEUTRAL] In [PII] or [PII]? [PII].
[CUSTOMER][NEUTRAL] What city? Yeah, no, but, well, yeah, both actually.
[AGENT][NEUTRAL] Yeah, [PII], um, and I'm located now in [PII], but most of my, you know, I graduated from [PII], but I'm actually was born in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just go back and visit.
[CUSTOMER][NEUTRAL] OK, I was born on Travis.
[CUSTOMER][NEUTRAL] So we were born, so those two, the places where I was born and you were born is like as far apart as
[CUSTOMER][NEUTRAL] As the length of Tennessee east and west, uh, I was born on Travis Air Force Base, which is like
[CUSTOMER][NEUTRAL] We're probably 20 minutes from [PII] north, so it's way, way far away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that is.
[AGENT][NEUTRAL] Hm, I'm getting an error message too on her information.
[AGENT][NEUTRAL] Let's see. And the zip code for the group is [PII]. Is that what she's using or is she using [PII]?
[AGENT][NEUTRAL] Looks like we've got two different ones.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh oh,
[AGENT][NEUTRAL] It looks like it's [PII].
[AGENT][NEUTRAL] Yeah, I just realized, uh, let me, let me go back and check her master just real quick too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I was just pulling up.
[AGENT][NEUTRAL] Everything has to be down to a T or it'll just literally
[AGENT][NEUTRAL] Give you oops, we can't find you.
[CUSTOMER][NEUTRAL] Uh, [PII] is what I see on their website.
[AGENT][NEUTRAL] So it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEGATIVE] OK, Mr. [PII], I apologize, but I'm gonna have to escalate this and get some more assistance because I'm still getting an error message too, and I, I just don't see anything demographic wise on why it would be doing that. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it doesn't show that there's a username set up yet. There may be another way to, I know for one instance I had before like this that the billing department could send an email that had um an actual code that gave them access as well so I'm gonna check on that. Is it possible for me to call you back before the end of the business day just to confirm how we're gonna resolve this? OK, what's the best number to reach you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, you will definitely get a call from me before the end of the business day. Is there anything else I can help you with besides this group?
[CUSTOMER][POSITIVE] No, that is it. Thank you so much.
[AGENT][POSITIVE] Thank you, Mr. [PII], for your patience and for choosing APL. I hope you have a wonderful day as well.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.