AccountId: 011433970860
ContactId: e18b3aa4-0928-45da-a573-0b53c5469da4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736559 ms
Total Talk Time (AGENT): 228982 ms
Total Talk Time (CUSTOMER): 242688 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e18b3aa4-0928-45da-a573-0b53c5469da4_20250609T18:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This, I'm sorry, good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, may I speak with [PII]? She was assisting me prior.
[AGENT][NEUTRAL] I'm not sure, uh, who [PII] is. Was she and someone in our claims department?
[CUSTOMER][NEUTRAL] She was helping with uh creating she was it was having a having an issue with logging in and our account was got transposed so they have to they have to correct it already and she had to create an online service account on your side it should work by this time. Like if you can call us back and you can ask my name [PII], that's why.
[AGENT][NEUTRAL] [PII] did she give a last name or last initial?
[CUSTOMER][NEUTRAL] I don't know, yeah.
[CUSTOMER][NEUTRAL] I, no, she only, ah, yes, I can tell you her email. Hold on, hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] Billing and specialist customer service.
[AGENT][NEUTRAL] OK, and are you trying to set up as far as the group or an individual?
[CUSTOMER][NEUTRAL] No, the group, I'm a human resources manager.
[AGENT][NEUTRAL] OK, and ma'am, what was your name again and the group number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the group number?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The group number is 14,960.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 149 60, give me one moment.
[AGENT][NEUTRAL] Because it looks like she is not available at the moment, but I can try to assist you and verify the group name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me check one other spot because.
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] OK, it's under the previous HR manager. It's, uh, she already have mine but the to set it up it's [PII], uh.
[CUSTOMER][NEUTRAL] I'll tell you right now because.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh [PII]. That's the email that was set up before, but my email is [PII].
[AGENT][NEUTRAL] OK, yeah, um, and you said she's no longer the contact person for the group?
[CUSTOMER][NEUTRAL] No, that's why we're trying to change everything, yeah, she left. I'm the new HR manager.
[AGENT][NEUTRAL] OK. Well, let me see what we would need to do. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I thought, uh, she put a note in the system that she verified your group information and it's showing correct so you should be able to set up a new account. So did you try to set up a new account and it just gave you an error message?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] No, I just want to guide me how to do it. That's the reason she told me to call her back. She left me a message. So I go, I'm already in and do I choose group, correct? And then press next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then the group number is 14,960, the zip code is [PII], correct?
[CUSTOMER][NEUTRAL] And then the city is [PII].
[CUSTOMER][NEUTRAL] OK. But the email on record, it's [PII], so it's
[CUSTOMER][NEUTRAL] I need to type it in because I don't know.
[CUSTOMER][NEUTRAL] Oh my [PII], where's the name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once you've entered that information, it should go to the next screen where it would uh send a verification code to the email address we have in the system and you will add that code and then you'll be able to set up your password.
[CUSTOMER][NEUTRAL] OK, give me one second, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No user was found, so maybe it's mine, that's why. She said put my.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She updated with my email because she said to put [PII].
[AGENT][NEUTRAL] Because, uh, don't show your email is in the system, so you might need to send an email to our care team to correct the group contact and group email address.
[CUSTOMER][NEUTRAL] But we need
[CUSTOMER][NEGATIVE] Again, I have her email and it says it doesn't exist.
[AGENT][NEUTRAL] And what email address just to verify what all you put in there for the email, just to make sure it's correct.
[CUSTOMER][NEUTRAL] It's it, she told me to put evidence, and it's E.
[CUSTOMER][NEUTRAL] Easier at the [PII]. That's what she told me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's the email address I'm showing. And for the city, are you separateating [PII] and [PII]?
[CUSTOMER][NEUTRAL] Uh, city, yes.
[AGENT][NEUTRAL] OK, give me one.
[CUSTOMER][NEUTRAL] Uh, then
[AGENT][NEUTRAL] And verify the group mailing address as far as the zip code and the um
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the group number is 414,960.
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] And what is the group phone number because I don't show that is in the system.
[CUSTOMER][NEUTRAL] I don't know if, if it's a cell phone number, it's [PII]. I don't know if she put that number.
[AGENT][NEUTRAL] No, ma'am, it'll be the number for the group.
[AGENT][NEUTRAL] Not the individual cell number.
[CUSTOMER][NEUTRAL] That's her work number. If not, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is the group number, the [PII].
[CUSTOMER][NEUTRAL] That's the company's number, the main number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the number that I have?
[AGENT][NEUTRAL] I don't show it in the system. That's what I'm wondering if it could cause an issue.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] He is
[AGENT][NEUTRAL] Oh let's see.
[AGENT][NEUTRAL] I'm assuming it could be that phone number because everything else is correct. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying the other numbers but no.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And I'm sorry, Ms. [PII], I'm just double checking to see if you would still need to send an email with that phone number because I don't see it in the system and that is one of the information it's asking for when setting up on the online service center, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I believe you may need to send an email with that correct information so they can.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEGATIVE] Problem is I've been trying to do. We have not been receiving no phone calls. Uh, [PII] was who was helping me because we need to pay the bill.
[CUSTOMER][NEUTRAL] And that's why we wanna make sure that we can create it. So she's the one who told me everything is good to go, and she said to put the uh [PII]'s email that is I already told you and the phone number is the same number like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it should be all her under her name. I don't understand why I can't, they can't find it.
[AGENT][NEUTRAL] Give me one moment. I just so she is back. Give me one moment.
[AGENT][NEUTRAL] Um, I transfer you over to her. Give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What an attitude, lady.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Is this [PII] or [PII]?
[AGENT][NEUTRAL] Uh, this is [PII], sorry. Uh.
[CUSTOMER][NEUTRAL] OK, hey, no worries, just wanted to make sure I answered that way and I thought, uh oh, I might should have answered another way.
[AGENT][NEUTRAL] No, no, you're fine. I mean, well.
[AGENT][NEUTRAL] She's ruder than me. I am nicer.
[AGENT][NEUTRAL] She just seems
[CUSTOMER][POSITIVE] Oh, I'm so sorry about that. She, we had issues and another group got crossed over and I I just need to talk to her because I wanted to talk to her about it earlier and I had to leave a message for her.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, and she tried um to get onto the site and I'm wondering if because the phone number I don't see a phone number in the system in Lion.
[AGENT][NEUTRAL] I'm wondering if that's the reason why she probably.
[CUSTOMER][NEUTRAL] Yeah it's probably because when they corrected it yeah it's probably when they corrected it it didn't all get entered correctly possibly I don't know we'll have to see.
[AGENT][NEGATIVE] Oh, that sucks balls. OK, I didn't know if she would need to submit an email and she seems a little adamant about not wanting to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, probably.
[CUSTOMER][NEUTRAL] Oh dear. OK.
[AGENT][NEUTRAL] So just, just, yeah, just to warn you. Alright, let me know when you're ready.
[CUSTOMER][POSITIVE] No worries. I, I'm ready.
[AGENT][POSITIVE] All right, I appreciate you. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] All right, bye. Oh, I did tell her, I wanted to check first, so I did tell her that you were away for a second and I just saw you, just FYI, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] OK, I was gonna try to see if I can help her myself, but alright, thank you, ma'am.
[CUSTOMER][POSITIVE] No worries. Yes, ma'am.
[AGENT][NEUTRAL] All right, bye.