AccountId: 011433970860
ContactId: e18c0d2b-929d-4640-96a6-b484c1107b82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407250 ms
Total Talk Time (AGENT): 107180 ms
Total Talk Time (CUSTOMER): 50347 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e18c0d2b-929d-4640-96a6-b484c1107b82_20250108T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII], I'm online trying to log in as a new user and it's saying it's not finding me.
[AGENT][NEUTRAL] OK, yes, sir, I can help you with that. Now, do you have that policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, I do not.
[CUSTOMER][NEUTRAL] Have a policy number.
[AGENT][NEUTRAL] OK. Um, what is your name, sir?
[CUSTOMER][NEUTRAL] [PII], last name is [PII], [PII]
[AGENT][POSITIVE] OK, thank you. I can look it up by name. It might just take an extra minute or two.
[AGENT][NEUTRAL] But that's fine as long as it's fine with you.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And can I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII], [PII]
[AGENT][NEUTRAL] Uh, state are you in?
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We signed up with Questco.
[AGENT][NEUTRAL] Oh, it's uh postcode.
[AGENT][NEUTRAL] Do you, um, how long have you had this policy? Do you, is it recent?
[CUSTOMER][NEUTRAL] This year I mean it's new.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just wondering if we have an issue yet because I'm just not seeing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your name here.
[CUSTOMER][NEUTRAL] How long does it normally take for y'all to get this going?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking just to see if.
[AGENT][NEUTRAL] The renewal is [PII] every year.
[AGENT][NEUTRAL] So at that part.
[CUSTOMER][NEGATIVE] But it was a late
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It was late, it was last week when they.
[CUSTOMER][NEUTRAL] Got me on to that.
[AGENT][NEUTRAL] OK, let me research that group that it very well could be um.
[AGENT][NEUTRAL] That it just has not been issued yet and if that's the case I can go ahead and take care of that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know, what about
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you mind if I put you on hold for just a second?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. It'd be just a second.
[CUSTOMER][NEUTRAL] The data I have right now.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] I am looking at this group, we get a file from them every week and to enroll new members um so if you don't mind I'm gonna check with our enrollment team just to see if they can find your um enrollment and I will give you a call back to let you know what I found out, but that will take me a few minutes. OK, thank you, thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure. That'd be great.
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] You have my phone number correct?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] OK excellent excellent thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You're welcome. Thank you.
[CUSTOMER][POSITIVE] Yeah, you're welcome thank you bye.