AccountId: 011433970860
ContactId: 0c8843c8-3886-4e83-ba79-6ca8350a9e45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 722159 ms
Total Talk Time (AGENT): 194289 ms
Total Talk Time (CUSTOMER): 177808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/0c8843c8-3886-4e83-ba79-6ca8350a9e45_20250116T14:24_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name, excuse me, my name is [PII]. I need to, um, get, um, set up, um, we have, um, two different, um, group numbers, and I need to, I've got one set up with online access and I need to get the other one set up.
[AGENT][NEUTRAL] OK, um, sure, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] Uh, yeah, the group number is 26755.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And I need to verify the uh name of the group, mailing address, and um your email address.
[CUSTOMER][NEUTRAL] OK, it's early construction.
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Let me go to our website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you, um, because, um, are you trying to get them both in the same where you can see them both or just trying to do separate ones?
[CUSTOMER][POSITIVE] Yeah, if that, if I could get him to where I could get um both Martin Steel and early construction where I could see them both under the same login, that would be fantastic.
[AGENT][NEUTRAL] Um, let me check and see because they were working on that development, but let me check and see if it, it happens or if we're still waiting on it. Um, do, do you mind holding for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me Mr. [PII]. OK, no, um, they're still working on that, so no, that's not, um, so it's gonna be uh separately so you just click on, um, register.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that you're a group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now can I use the same email address for both of them?
[AGENT][NEUTRAL] That's what I was, yeah, that's what I was gonna ask. No, it will not let you use the same email address. So if you want, um, we can go ahead and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check if I can change that.
[AGENT][NEUTRAL] Probably change the email address so you can go ahead and register now. What is the email address that you need to be using for this group?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, let's see, so the email address um would actually be the same, so I guess I can use a, um.
[CUSTOMER][NEUTRAL] A different email address that I have access to um of an employee that's no longer here so um.
[CUSTOMER][NEUTRAL] Yeah, so the email on record, um, let's go with, um, [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you have access to that email because you're gonna need to um verify it.
[CUSTOMER][POSITIVE] Yes, yeah, I do have access to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK. Let me get the the department of um Brokers's resources to change that it's not gonna let me do it. OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding Mr. [PII], and I do apologize. um, yeah, it, it will not let me do it unless we have something in writing, so it needs to be sent by email to change the email so we can go ahead and get you ready for the registration.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, so the owner sent an email that made me um or gave me the administrator privileges, can I, um, can I send that email and request that the email record be changed to this for early construction?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, you can do that. Um, you are the contact person in the system, Mr. [PII]. I do see your name and your information. So you can just send in the email indicating that you need to update the email in our records so you can register online.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, alright, that sounds good and um and am I the um um the same on [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] It's a different group number but.
[AGENT][NEUTRAL] Oh, what's the group number?
[CUSTOMER][NEUTRAL] 26603
[AGENT][NEUTRAL] 26603 um.
[AGENT][NEUTRAL] I don't see your information here. Let me see if I got any notes.
[CUSTOMER][NEUTRAL] OK, they may have only done it for early construction.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, it looks like it was only for um early construction. This one doesn't have your information.
[CUSTOMER][NEUTRAL] OK, alright, I will do I just need to send that, um, because I've been working with, um, or we've been working with someone from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At APL, um, should I just send it to them or just the billing at?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm. Ev[PII], every request, everything you send in, um, anything, you will send it to [PII].
[AGENT][NEUTRAL] So everything will go to [PII] and from there they will go ahead and send it to the correspondence um department to the correct department. So just go ahead and send everything you need to send to that [PII]. Any changes or any request goes to them, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. That sounds good. I'll get that done.
[AGENT][NEUTRAL] OK, Mr. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.