AccountId: 011433970860
ContactId: dcbbfb17-8b89-46cf-a3bd-ca4b187ebbd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500339 ms
Total Talk Time (AGENT): 200675 ms
Total Talk Time (CUSTOMER): 177300 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/dcbbfb17-8b89-46cf-a3bd-ca4b187ebbd6_20250325T13:13_UTC.wav
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[AGENT][NEUTRAL] We wanted the [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] istopolopo is noega.
[AGENT][NEUTRAL] OK, [PII] or the police are gonna pay in there.
[CUSTOMER][NEUTRAL] Closing.
[AGENT][NEUTRAL] I outpatient certificate number or in hospitaler number is.
[CUSTOMER][NEUTRAL] Ah, no, no, tengota mano tengo is a group number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] But no no Norman too.
[CUSTOMER][NEUTRAL] Orgena sin.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes the grander losariostamos and no.
[AGENT][NEUTRAL] Who uh group or personal?
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] My was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The email is [PII].
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] the [PII] for tournament and no no go on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from Claims. How are you?
[CUSTOMER][POSITIVE] It's good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. And I have a question for you. I have an insured on the phone who's um
[AGENT][NEUTRAL] Trying to create an online account for the whole group.
[AGENT][NEUTRAL] He says that he's waiting for uh a code. Do we send a code when they're trying to create an online account for the group?
[AGENT][NEUTRAL] How that works. I know that's, that's, that's a weird question. I, I, believe me, um.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I don't, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Customer service handles the insurance and billing handles the groups, but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, I, I, I.
[CUSTOMER][NEUTRAL] Uh, is he trying to change his password or is he trying to set it up to begin with?
[AGENT][NEUTRAL] He, he said, he said he was trying to set it up and it was, the, the system was telling him that he's gonna receive it um.
[AGENT][NEUTRAL] A coat
[CUSTOMER][NEUTRAL] Yeah, what's that group number?
[AGENT][NEUTRAL] 80125.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to.
[AGENT][NEUTRAL] Yeah, but let me, I was like, what? A code? The first time I heard that.
[AGENT][NEUTRAL] So that's why I was.
[CUSTOMER][NEUTRAL] Yeah it says pending no identities manager status um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And who do you have on the phone?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] And he's the administrator.
[CUSTOMER][NEUTRAL] Um, I would get with somebody in billing. They, they're the ones that handle the groups.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. He's the administrator, right? Mhm.
[CUSTOMER][NEUTRAL] But um I think I see yes uh huh and I I looked to see if it was already set up but it's, it's pending no identity manager status.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has he checked his spam folder or?
[AGENT][NEUTRAL] I don't, I mean, as soon as he called, cause he don't, he didn't give me any other information besides the, the group number.
[AGENT][NEGATIVE] And I wasn't sure because as soon as he mentioned that he was creating the account for the whole group, so I was like, I mean, I'm not gonna.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know. I think to go and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Check his his information.
[CUSTOMER][NEGATIVE] Yeah, if he's waiting for a code to be emailed to him then maybe he needs to check his spam folder, but yeah, that, that's the call needs to go to billing instead of customer service.
[AGENT][POSITIVE] Got you. Thank you and I appreciate you.
[CUSTOMER][NEUTRAL] But I, I can transfer him to him if you want me to.
[AGENT][POSITIVE] No, that's fine. Let me go, let me go and call a customer. I mean, customer service, uh, billing to see what they, what, what they say is the better. Thank you. I appreciate you. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm. All right, thanks you too bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. How are you doing? This is [PII] from claims.
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I have, I'm good, thank you.
[AGENT][NEUTRAL] I have uh Mr. [PII] from group number 80125.
[AGENT][NEUTRAL] Online, he's trying to create in the account for the whole group.
[AGENT][NEUTRAL] But apparently he's waiting for a code.
[AGENT][NEUTRAL] And he said he hasn't, he hasn't received it. So I was wondering what's
[AGENT][NEGATIVE] What code is that or how you supposed to get it?
[CUSTOMER][NEUTRAL] Um, I had someone else yesterday having issues with receiving the code. Bear with me and let me.
[CUSTOMER][NEUTRAL] Let me look at the online service center real quick.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] You want me to give you the group number one more time? or you got it?
[CUSTOMER][NEUTRAL] 80125 um what I'm gonna do is I'm gonna email him the code because it that I'll email them strictly from my email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and let him know what to do with it, and he should be able to go from there.
[AGENT][POSITIVE] All right, perfect. Excellent. So you're gonna send it to via.
[AGENT][NEUTRAL] Email, you will receive it soon.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's the email he gave me previously.
[CUSTOMER][NEUTRAL] Alrighty, I just emailed it to him.
[AGENT][POSITIVE] Thank you very much, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good one. Bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Uh, they're gonna see in contact to conservilie main inform queer and er a super electronic.
[CUSTOMER][NEUTRAL] No, thank you.
[CUSTOMER][NEUTRAL] I can't I don't call you on.
[AGENT][NEUTRAL] C for.
[CUSTOMER][POSITIVE] Eego muchisima gracias.
[AGENT][POSITIVE] Perfect. Are you living in an a.
[CUSTOMER][NEUTRAL] Jago.
[CUSTOMER][POSITIVE] Mm, see, OK, so senor mucha gracias. OK, perfect, yeah, [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Oh, much check does it all up at fake. OK, you guys here.
[AGENT][NEUTRAL] Get the.
[CUSTOMER][NEUTRAL] Let's have a look.
[CUSTOMER][NEUTRAL] Yes.