AccountId: 011433970860
ContactId: fa2379b4-ed10-44c8-b8cd-70638aab725d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583869 ms
Total Talk Time (AGENT): 236432 ms
Total Talk Time (CUSTOMER): 292157 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/fa2379b4-ed10-44c8-b8cd-70638aab725d_20250617T20:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in Broker Resources. Um, I have a group on the phone asking a question about the new OSC. She is one to know, she's, so for the insured.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When you try to create an account for the shares, it's asking for an email address. Her question is, if they didn't provide the email addresses on their enrollment, how would you the system know what email addresses should they use?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So, um, she is
[AGENT][NEUTRAL] You would have to provide one. I would, what's the group number?
[CUSTOMER][NEUTRAL] Uh, the group number is.
[CUSTOMER][NEUTRAL] OMG I just lost it.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Crap. Um.
[AGENT][NEUTRAL] Oh it's OK.
[CUSTOMER][NEUTRAL] I was looking at one of the policies. Let me see if I can. Can you look up a policy number and then tell you the group?
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, what's the policy number? Sure.
[CUSTOMER][NEUTRAL] I think the policy number is 262-584-1.
[CUSTOMER][NEUTRAL] But I don't know if that's right cause
[AGENT][NEUTRAL] 625.
[AGENT][NEUTRAL] 262-584-1
[CUSTOMER][NEUTRAL] Never mind, never mind. I got the room number. It's [PII].
[AGENT][NEUTRAL] 27
[CUSTOMER][NEUTRAL] And more specifically, the person that's trying to log in is um.
[CUSTOMER][NEUTRAL] The insured by the name of [PII].
[CUSTOMER][NEUTRAL] And she says that it's saying her email is incorrect, but when I was looking, I didn't know even where to see an email. Yeah, this is a, well, and the group lady is on the phone as well, so.
[AGENT][NEUTRAL] OK, so this is insured, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, let me help them. And what is their names? Do you know their names? Am I talking to?
[AGENT][NEUTRAL] Who am I talking to?
[CUSTOMER][NEGATIVE] Girl, you're gonna kill me. Um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's don't worry about it. Just send them to me. Just send them to me. It's OK.
[CUSTOMER][NEUTRAL] Yeah. What is her name? I wanna say it was [PII], but I'm not sure. Let's see.
[AGENT][POSITIVE] It's OK, it isn't it. I can help that.
[CUSTOMER][POSITIVE] Hey sweetheart, I got our billing team on here, um, and excuse my apology I she asked me your name and I was like, oh my god, I drew a blank, but I did give her the group number and I provided the policy that we kinda had a question about and she's gonna be able to give you some info on like email and how to set all that up. OK, thank you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK. Thank you so much. Hey there, how are you, how are you doing today? This is [PII]. I work in our group billing department. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hey, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I am good. I'm trying to help this lady here.
[AGENT][POSITIVE] We're good.
[AGENT][NEUTRAL] Sure, OK, so is she trying to create her own individual account, [PII], is that?
[CUSTOMER][NEGATIVE] Yes, she's trying, she, she's a right, she's an employee and she was told that she can create an account, an APL, and she's going through the steps and it doesn't allow her to, to continue it gives her, I, I, I just emailed her to see what the error message says and she hasn't answered me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let me look and see if we've got all the information correct. Do you have her policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I could give you one of them. She's got 3 policies here.
[AGENT][NEUTRAL] Yeah, I think.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Here it's 261-387-7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, tell me her name, please.
[AGENT][NEUTRAL] What's her name? [PII]?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] Um, hang on.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] It's OK, [PII], take your time.
[CUSTOMER][NEUTRAL] I don't know her date of birth.
[CUSTOMER][NEUTRAL] Hold on, I gotta go into a whole another system to see her birthday up.
[AGENT][POSITIVE] Sure, absolutely take your time, not a problem.
[AGENT][NEUTRAL] Hey, let me get your callback number in case we get disconnected, [PII], what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] See if I can find her here in my
[CUSTOMER][NEUTRAL] Senses hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be on this one.
[CUSTOMER][NEUTRAL] Her date of birth is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII], no, that's not it. [PII]? No. That's a higher date. Hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't have a that about. I'm like sure you can't be high [PII]. Here, here it is. Um [PII].
[AGENT][POSITIVE] He's good.
[AGENT][NEUTRAL] You got it. Thank you so much. OK. OK. So I do see one reason that she can't create it is we do not have an email on file for her. Do you know what email she's trying to use to create it? Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I think that's what the problem is we did not provide you guys with emails for anybody.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And this is the problem this is like the 3rd or 4th person that has called me, and I think that's the problem that, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is. And I also, can you, yes, ma'am, we need your email. Can you verify her mailing address? We also have to have that correct. Do you have her mailing address?
[CUSTOMER][NEUTRAL] They need their email, right?
[CUSTOMER][NEUTRAL] Her mailing address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. All right, we've got that correct. Do you know what email she wants to use?
[CUSTOMER][POSITIVE] Um, well, I, yeah, she had, she just, she's busy emailing me right now. She's so funny. I'm gonna, um, she gave me her personal email, here it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I've got [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yeah, yeah, so it's [PII].
[AGENT][NEUTRAL] She should be able to get in now since I've added that email address. We do have to have an email on file for each insured, um.
[AGENT][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] So when this happens to someone else, the best thing they could do is just call you guys and you guys will add their, I can't add their email from my end here as a broker.
[AGENT][NEUTRAL] Just car, yes.
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Because I tried, that's another question I had. I tried to come in here and change employee details.
[AGENT][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] But it, it doesn't give me any.
[AGENT][NEUTRAL] Double check. Let me double check, [PII], hold on, let me look at this brochure real quick.
[AGENT][NEUTRAL] Have you got the brochure for the new OSC? Would you like me to send that to you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on, yeah, I can't hear you. You, you, I can't hardly hear you.
[AGENT][NEUTRAL] OK, can, can you hear me now, [PII]? Is that better?
[CUSTOMER][POSITIVE] A little, yeah, a little better.
[AGENT][NEUTRAL] I'm sorry, I don't know what's wrong with my connection. I apologize.
[AGENT][NEUTRAL] I'm trying to see if it will let you add their email. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, definitely there's nothing to change emails. It's this change of address.
[AGENT][NEUTRAL] Yeah, I don't see on here where that may be something I need to address with our team.
[AGENT][NEUTRAL] Yeah, for now, just have them call the customer service number and cause we just need to verify cause there's several things that we have to have correct, the spelling of the name, the date of birth, the address, the email address, we have to have all of that.
[CUSTOMER][NEUTRAL] Yeah, cause
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the, OK, OK.
[AGENT][NEUTRAL] Yes, ma'am. So just have them call us to verify that.
[CUSTOMER][POSITIVE] All right, so I'm gonna have this lady try again.
[AGENT][NEUTRAL] Sure. Do you have a phone number for her?
[CUSTOMER][NEUTRAL] Alright, and if I can get you guys a spreadsheet with all the emails, would you be able to add them on from your end?
[AGENT][NEUTRAL] Possibly, yes, ma'am. Go ahead and send it to us. Let me give you an email to send it to you, [PII].
[AGENT][POSITIVE] And we can start
[CUSTOMER][NEUTRAL] Would it be the uh [PII] sales?
[AGENT][NEUTRAL] Uh, send it to this one. Send it to the, I'll give you a different one.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] All right, it's gonna be [PII], one word.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah, I have that. I know that one too. OK, send it there.
[AGENT][POSITIVE] OK, we can certainly look into that. Yes, ma'am. Um, I don't want to give you a definite answer, but send it through that email and that's something that we can definitely look into, and that would help you guys a lot if we can do that. So we can certainly look into that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, great. Thank you so much. Thanks for your help.
[AGENT][NEUTRAL] You're welcome. Is that all I can help you with, [PII]?
[CUSTOMER][POSITIVE] Have a good evening.
[AGENT][NEUTRAL] OK, you too. Bye-bye. Yes, ma'am.
[CUSTOMER][NEUTRAL] That's all I need. Thank you. Bye-bye. I can't hear.