AccountId: 011433970860
ContactId: 0f459e99-5db0-40d9-8ce0-b8c0d1879f7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121660 ms
Total Talk Time (AGENT): 46249 ms
Total Talk Time (CUSTOMER): 49503 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0f459e99-5db0-40d9-8ce0-b8c0d1879f7e_20250530T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, we are, um, we're an employer that is new to, um.
[CUSTOMER][NEUTRAL] The um APL, so I was trying I I got an email that said if you want to go on and get my invoice that I can go online. I was trying to set up a new as a new user, but the first question it's asking me is a group number and I have no idea what that is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let's find it.
[AGENT][NEUTRAL] Alright, what is the name of the employer group?
[CUSTOMER][NEUTRAL] S E T incorporated.
[AGENT][NEUTRAL] And you said S as in Sam, E as in Edward, and then a T like Tom, correct? OK, I just want to make sure I heard you right.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] Are you able to verify with me uh the address of the employer?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK, so the group number when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 27015.
[CUSTOMER][NEUTRAL] OK, and then if I go on here it's is it gonna be pretty easy for me to find the invoice?
[AGENT][POSITIVE] Yeah, it's not hard at all. Yeah, it's pretty self-explanatory. I feel like for the most part, yeah.
[CUSTOMER][NEUTRAL] I mean it's a kind of
[CUSTOMER][NEUTRAL] OK, I'll go ahead then and get a online account set up here then.
[AGENT][POSITIVE] Sounds good. Anything else?
[CUSTOMER][NEUTRAL] Um, not that I know of. I might call back if I get stuck.
[AGENT][POSITIVE] No, not a problem. If you need any help, feel free to call. We're happy to help.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Yeah my pleasure. Have a good day.