AccountId: 011433970860
ContactId: 0ef7c15e-9d39-401d-9bc0-033036965969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355420 ms
Total Talk Time (AGENT): 100095 ms
Total Talk Time (CUSTOMER): 127271 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/0ef7c15e-9d39-401d-9bc0-033036965969_20250619T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm having issues creating a new, um, online service center account.
[AGENT][POSITIVE] OK, sure. I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, [PII], and then my cell phone is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number or is it a group?
[CUSTOMER][NEUTRAL] Uh, I have, yeah, a group number.
[AGENT][NEUTRAL] OK, go ahead with the group number. Mhm.
[CUSTOMER][NEUTRAL] And that's 2
[CUSTOMER][NEUTRAL] Um, 243-443.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] What's the name of the group and the mailing address?
[CUSTOMER][NEUTRAL] Uh, like the company name?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] So it's TD Group LLC and the DBA is Trans Development Group and the mailing address is [PII].
[CUSTOMER][NEUTRAL] Suite 240.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And um can you verify the email address for me?
[CUSTOMER][NEUTRAL] Yeah, I believe it's my company email which is [PII].
[AGENT][POSITIVE] That's perfect. Yes, thank you. All right, so you're trying to register or are you trying to just go in the account and you're already registered?
[CUSTOMER][NEUTRAL] Um, I'm trying to sign up. I just, I just signed up for my personal account because I know it, it all changed like the service center, so now I'm trying to sign up for the group, but it's saying, um, and I'm about the, the page where it says provide the following information the group number, zip code, phone number, city, email, and state.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I think it's all right, um, and when I hit next it says this information doesn't match anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it's probably a phone number, but let's go ahead and um go back or just go ahead and close the whole thing and let's open it again and start all over again. Once you get to the point that you have to put in the information, just let me know so I can give you the information that you need to put in, OK?
[CUSTOMER][NEUTRAL] OK, so let me do.
[CUSTOMER][NEUTRAL] It'd be group that I would hit right because we're like an employer group who offer OK so then.
[AGENT][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] Um, OK, so I'm there now, so I have the group numbers 24343.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Don't put the zip code, don't put the phone number, don't put the city. Go ahead and put the email.
[AGENT][NEUTRAL] And do not put the state.
[CUSTOMER][NEUTRAL] Oh OK. Oh, I see, uh, because that's not actually, sorry, I actually already put let me try again, so just the group number and.
[AGENT][NEUTRAL] We cried.
[CUSTOMER][NEUTRAL] So there's no way to remove the state sorry to try again group.
[CUSTOMER][NEUTRAL] I, I didn't even notice that they had stars and the other one stood in.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK, so just group number and email.
[CUSTOMER][NEUTRAL] OK cool so that's let me move on. Let me see if this works now.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK cool I'm at the part where I can put my password in so I think I'm all good thank you though.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. You're welcome. Is, is there anything else or you need me to wait until you're in just to make sure?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think I'm good. Well, I guess maybe I'm almost I'm almost done, so.
[AGENT][NEUTRAL] OK. Did you verify your email and get, get that um code? That's really important.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I did, yeah.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] I never liked my password. Let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Um, OK, I think I'm all set. Thank you so much.
[AGENT][POSITIVE] Yeah. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, I think that's good. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Um, yes.