AccountId: 011433970860
ContactId: 10c7d639-01a7-45a0-9c61-112100adff18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161240 ms
Total Talk Time (AGENT): 62118 ms
Total Talk Time (CUSTOMER): 55541 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/10c7d639-01a7-45a0-9c61-112100adff18_20250324T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to I was setting up my um profile as um.
[CUSTOMER][NEUTRAL] The, uh, I can't even think of the word, uh, manager of our account, uh, for our group and I have not received the verification code to continue the registration process.
[AGENT][POSITIVE] OK, I can definitely help you with that. Um, can, let's start with your group number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 80128.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And the uh contact name and email.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you. And am I speaking with [PII]?
[CUSTOMER][NEUTRAL] You are.
[AGENT][NEUTRAL] All right, perfect. Thank you, [PII]. Um, so you're having trouble getting the verification code. Let's take a look and see.
[AGENT][NEUTRAL] What's going on.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] No check spam.
[AGENT][NEUTRAL] You did check spam?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What I'm gonna um do is I'm gonna copy and paste the uh verification code in an email and I'll stay on the phone with you um and.
[AGENT][NEUTRAL] Make sure you get it, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what you're gonna want to do is copy and paste the code that I just emailed to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][NEUTRAL] Oh, that's quite a doozy, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK, so now I'm to the create an account, so I think I can take it from here.
[AGENT][POSITIVE] All [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be it thanks.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Right