AccountId: 011433970860
ContactId: fa0f36d2-ef0c-4c97-af69-4bc14b44b9b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412529 ms
Total Talk Time (AGENT): 185737 ms
Total Talk Time (CUSTOMER): 138350 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/fa0f36d2-ef0c-4c97-af69-4bc14b44b9b6_20250516T18:18_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, yes, I'm calling because I am trying to log in through the APL portal, but it seems I'm having some issues. It says my account suspended.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can I please get your name and your callback number just in case the call's dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. A good call back number would be [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I have the, the group number correct?
[AGENT][NEUTRAL] Oh OK so you're calling for the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the group number, please?
[CUSTOMER][NEUTRAL] 26852
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, just give me just a moment let me pull up the online service center.
[AGENT][NEUTRAL] OK, I do, um, see Miss [PII], uh, that.
[AGENT][NEUTRAL] Your account status is suspended, so in order for that to to be off the suspension we'll have to get an email sent to the care team from the um contact person for your group to request that that is no longer suspended.
[CUSTOMER][NEUTRAL] OK, yes, please, um, I had a quick question, um, I just wanted to see, uh, make sure that there was no open balance. Was that due to a missed payment or something, or?
[AGENT][NEUTRAL] No ma'am um and in order for me to be able to give information about the policy I would have to give it to the group contact.
[CUSTOMER][POSITIVE] I am the girl of contact. I've always been, I've always been the girl contact. I recently just requested to add.
[CUSTOMER][NEGATIVE] And a contact, and I think that's where the miscommunication was, and they must have suspended my account and just added the other person, but I am the contact person.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, let me see in the notes.
[CUSTOMER][NEGATIVE] I received, I have emails of all the bills here and everything from APL. It's ridiculous.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you real quick. I'm gonna get you some further help, but let me get you to uh verify.
[AGENT][NEUTRAL] The group information.
[AGENT][NEUTRAL] Can you please give me the uh street address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the email address, please?
[CUSTOMER][NEUTRAL] Yes, [PII]. Did you want me to spell that out?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No ma'am, I, I'm looking at it. Thank you Ms. [PII]. OK, so I'm gonna put you on a quick hold. I'm gonna transfer you on over to group billing so they can further assist you, Ms. [PII]. So it's gonna be a brief hold while I transfer you. You're very welcome. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so
[AGENT][POSITIVE] Thank you for calling APO.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in um the care team. I've got Ms. [PII] on the phone and she is with group number 26852.
[AGENT][NEUTRAL] She is calling because she has been suspended out of the online service center.
[AGENT][NEUTRAL] And she said she did call um.
[AGENT][NEUTRAL] About a week or so ago to get somebody else added into the online service center and she believes that at that time for whatever reason she was suspended from it.
[CUSTOMER][NEUTRAL] 26852.
[AGENT][NEUTRAL] Yes, and she has verified the group.
[AGENT][NEUTRAL] All the group contact and in the notes if you look in the notes previous notes you can see where she's called in several times and she's also wanting to get invoice information too.
[CUSTOMER][NEUTRAL] OK, um, can you, I do see where it says suspended, um, and that stuff can only be like we can't, we don't change that that stuff and can only be managed by like the group admin or Jessie is [PII] and her account is still active. So if you could, um, if you want me to tell her or you can tell her to have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] sending an email to the care team so that we can work on it because it's not really something that we can do over the phone with her not being a good contact and the account being suspended so we would just need to verify everything to be safe.
[AGENT][NEUTRAL] Right, right, and I'm gonna and I did tell her that information, but then when she started asking about invoices I told her that I can't give that information out only to the group contact person and she's like I am the group contact person I'm the one that's always done everything.
[AGENT][NEUTRAL] So I think she needs to hear it from.
[CUSTOMER][NEUTRAL] Yeah, she has to have [PII].
[AGENT][NEUTRAL] Somebody besides myself because I did tell her that.
[CUSTOMER][NEUTRAL] OK, I'll call her.
[AGENT][NEUTRAL] Because sometimes they just need to hear it twice.
[CUSTOMER][NEUTRAL] Yeah, no, I understand. I'll tell you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you, [PII]. You have a good weekend.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye now.