AccountId: 011433970860
ContactId: f37e1729-d7b2-4456-b08c-ed74cfcb4696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479779 ms
Total Talk Time (AGENT): 218733 ms
Total Talk Time (CUSTOMER): 175332 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/2025/04/11/f37e1729-d7b2-4456-b08c-ed74cfcb4696_20250411T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm [PII] and I'm calling because I, we need to get to into our account.
[CUSTOMER][NEUTRAL] But we have an old email address which can't be verified.
[CUSTOMER][NEUTRAL] So how do I do this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK Miss [PII], um.
[AGENT][NEUTRAL] Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And you're needing help getting back into the online service center, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, you have an old email address.
[AGENT][NEUTRAL] Let's, um, get your policy number, please.
[CUSTOMER][NEUTRAL] I have a group number.
[CUSTOMER][NEUTRAL] Is that the same thing?
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Now, um, are you calling for the group or are you calling, you're an individual yourself that's trying to get into the online service center?
[CUSTOMER][NEUTRAL] No, for the group.
[AGENT][NEUTRAL] For the group, OK, what is that group number?
[CUSTOMER][NEUTRAL] 21657.
[AGENT][NEUTRAL] OK, let me look it up real quick.
[AGENT][NEUTRAL] OK, and Miss [PII], can you please verify the physical address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then one last verification, um, can you give me the email address that we have on file now for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information. I'm gonna go ahead and transfer you now on over to group billing so they can help assist you with the online service center and get that email address changed for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. It's gonna be a brief hold. You're very welcome. I hope you have a wonderful weekend and thank you for calling APL Ms. [PII]. Thank you, ma'am.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for call. Good afternoon. Thank you for calling APL. This is [PII] and group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. Good afternoon.
[AGENT][NEUTRAL] This is [PII]. I've got um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I've got Miss [PII] on the phone. She is with group number 21657.
[AGENT][NEUTRAL] She is the contact person on the group and she is calling because.
[AGENT][NEUTRAL] In the online service center anymore because the email address has changed and she's wanting to update it with us.
[CUSTOMER][NEGATIVE] OK. Now, you keep breaking up, hon.
[CUSTOMER][NEUTRAL] I, I, I caught bits and pieces of that. So we've got all of what I've got now, and correct me if I'm wrong. I've got, you've got your bed on the phone.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With group 21657.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she is calling about the online service center.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, it has the wrong email address and she wants to update that.
[CUSTOMER][NEUTRAL] OK. We need that in writing.
[AGENT][NEUTRAL] OK, well, I'll go back to her and let her know then.
[CUSTOMER][NEUTRAL] Yes ma'am, we need to, uh, well, no, no, no, I mean you don't, I mean if you don't know, you don't know. I mean there's a lot of things I don't know, trust me, um, so you did check and see um.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There, yeah, there's a lot of stuff.
[CUSTOMER][NEUTRAL] You did check and see though on on the port to make sure that we had the correct or the.
[CUSTOMER][NEUTRAL] Or to double check it?
[AGENT][NEUTRAL] Well
[AGENT][NEGATIVE] No, she said it's not correct.
[CUSTOMER][NEUTRAL] OK, OK, well, that's, that's fine. I just wanna make sure, but yes ma'am, that's, we would need that in writing.
[AGENT][NEUTRAL] OK, alright, well I will get back with her and I will let her know that she needs to send that through the care team in writing.
[CUSTOMER][NEUTRAL] To update it.
[CUSTOMER][NEUTRAL] OK. I mean that way we've got something that says, you know, to cover us.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] I will make my notes.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I'm gonna get back to her.
[CUSTOMER][POSITIVE] Just short, sweet and simple.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. Well, if she has any questions, darling, just let me know.
[AGENT][POSITIVE] OK, I sure will. Thank you so much, [PII].
[CUSTOMER][POSITIVE] All right. You are so welcome and you have a good day, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Miss [PII], this is [PII] back with you again. Can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I had a little disturbance in my phone on that trying to transfer so I wanted to make sure um I did get with group billing and they said that in order to change the email address, we need to have an email sent to us to the care team email address with the changes and they said it could be short and sweet and simple.
[CUSTOMER][NEUTRAL] OK, and what's that email address?
[AGENT][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, we'll do that then.
[AGENT][NEUTRAL] That's it. OK, all right.
[CUSTOMER][NEUTRAL] Thank you very much. Oh, you know, uh, could you transfer me to the billing department because I haven't received the invoice.
[AGENT][POSITIVE] OK, I will let them know. I can transfer you real quick. It'll be just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you ma'am, you're welcome.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got Miss [PII] on the phone. Um, she is with group 21657.
[AGENT][NEUTRAL] Can you hear me OK?
[CUSTOMER][NEUTRAL] 21657.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And she is calling because she did not receive her invoice and she needs to talk to somebody about that.
[CUSTOMER][NEUTRAL] OK, it's because they're in renewal, but um I can talk to her and I'm sorry, did you say, is it [PII] that we're talking to?
[AGENT][NEUTRAL] Yes, it's you that the um contact person.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, I can talk to her.
[AGENT][POSITIVE] OK, thank you so much. I appreciate it, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] No problem have a good weekend.
[AGENT][NEUTRAL] You too bye bye, ma'am.