AccountId: 011433970860
ContactId: e10bcbb9-522d-46ef-98f2-b98250bc8949
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431399 ms
Total Talk Time (AGENT): 168360 ms
Total Talk Time (CUSTOMER): 98948 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e10bcbb9-522d-46ef-98f2-b98250bc8949_20250114T16:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. I'm the admin of our, uh, insurance account, and one of our employees is having trouble with getting registered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, like on the online service center?
[CUSTOMER][NEUTRAL] Yes, it says the user isn't found um but I do see that he is listed as an employee, so.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that with you, Ms. [PII]. Do you have um your group number handy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Probably.
[AGENT][NEUTRAL] OK, or
[CUSTOMER][NEUTRAL] I'm on the online portal now, so I feel like I can find it somewhere.
[AGENT][NEUTRAL] Let me see if I can find out where it would even say it for you.
[AGENT][NEUTRAL] Mhm hm.
[AGENT][NEUTRAL] I feel like it might be like under group contact info, but I'm not really sure.
[CUSTOMER][NEGATIVE] I looked there and it's not.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you know the insured's policy number? Does it list that on your side?
[CUSTOMER][NEGATIVE] Mm no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm downloading an invoice to see what it has on it.
[AGENT][POSITIVE] Smart thinking.
[CUSTOMER][NEUTRAL] Alright, the group number is 26,770.
[AGENT][POSITIVE] Perfect. And can you verify for me, pretty please, the name of the group, the address and the phone number?
[CUSTOMER][NEUTRAL] CDI Enterprises LLC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And phone number maybe mine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and I do have a different address. I have one listed in [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Do you know what that one is?
[CUSTOMER][NEUTRAL] Let me look at that one. I don't have it memorized. Let me see.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's never easy to find.
[AGENT][NEUTRAL] And while you're looking for the address, can I have your insured's name so I can start looking into the online account for them?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I have that address.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] And if I could have that.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then Miss [PII], there's just one last thing I need is that email on file for us.
[CUSTOMER][NEUTRAL] Accounts [PII].
[AGENT][NEUTRAL] Thank you I really appreciate that. So it looks like the reason we're unable to set up the online portal for Mr. [PII] is because he doesn't have his email address in our system, um, and so we would just need him to, to give us his email address or I don't know if you can put that in on your side when you have your under the my employees tab.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] A lot of them are missing emails.
[AGENT][NEUTRAL] Yeah, it's it's one of the verifications they use the last name, the zip code, the email and the social to verify the account to set up that online portal.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Change employee.
[CUSTOMER][NEUTRAL] It's not letting me edit that field.
[CUSTOMER][NEUTRAL] So how do I get the email addresses added because only 3 of our 9 employees show that email addresses are there. I thought that happened when they registered.
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] They can choose to not add it in if they don't want to, so they're emailing their phone number like items that they don't have to fill out to get their account set up on our side um and sometimes when people call we'll try to capture that information and put it in for him um but it just doesn't look like we have that for him and.
[AGENT][NEUTRAL] Let me find out how we can get that.
[AGENT][NEUTRAL] Let me find out the quickest way that we can get those emails put in for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect so if you want you can send us an email um with your employees' names first and last names and their email addresses and we can go ahead and you can just do it in like an Excel sheet or something or a Word document and then our team can go ahead and get those updated for you. You just need to make sure you include your group number in that as well um and I can give you the email address to send that to.
[CUSTOMER][NEUTRAL] OK, what email?
[AGENT][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, I'll get that sent over.
[AGENT][POSITIVE] Perfect thank you so much and is there anything else I can do to help you today?
[CUSTOMER][POSITIVE] No, that's it. Thanks.
[AGENT][POSITIVE] Hey, it's my pleasure. I'm very glad I could help you out today and if you need anything else please give us a call and we'll be happy to take care of you.
[CUSTOMER][POSITIVE] All right. You have a good day. Bye.
[AGENT][POSITIVE] You too. Thank you. Bye bye.