AccountId: 011433970860
ContactId: 129bc412-4ca1-4eca-af2d-e5358194118b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307470 ms
Total Talk Time (AGENT): 85052 ms
Total Talk Time (CUSTOMER): 115884 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/129bc412-4ca1-4eca-af2d-e5358194118b_20250624T17:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, my name is [PII]. I work with the broker any solutions.
[CUSTOMER][NEUTRAL] Um, I had a question on one of our groups.
[AGENT][NEUTRAL] OK, and how can I help you with that?
[CUSTOMER][NEUTRAL] OK, OK, so I know APR recently changed their format and um sent an email to everyone to let them know that they had to create a new profile.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I had called yesterday because one of my groups, I guess they had to do this and they hadn't done it yet, and the person who I spoke with was gonna contact them directly.
[CUSTOMER][NEUTRAL] And I don't know if this was done or not.
[AGENT][NEUTRAL] OK, what group was it?
[CUSTOMER][NEUTRAL] It was for Mr. [PII].
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][POSITIVE] Yeah, give me one moment I'll give it to you now.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 267-773.
[AGENT][NEUTRAL] 267-773.
[AGENT][NEUTRAL] OK, just a moment, let me check on that, OK?
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does not look like they've created their online account. Do you know who you talked to yesterday?
[CUSTOMER][NEGATIVE] I'll be lying if I told you I did.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I know the girl was probably.
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] I know she was a female, I know it's a her, but I don't know, I didn't catch her name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it was somebody in this department because typically we don't call groups from this department.
[CUSTOMER][NEUTRAL] Yeah, I know the two. I'm not sure, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So who do they need to talk to at Mr. [PII]? Is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, we do not
[CUSTOMER][NEUTRAL] I think I did because I have this AP or is it this one?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello. Oh, I don't know what he did. Are you still there? Hi, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a good number for [PII]?
[CUSTOMER][NEUTRAL] Um, yes, give me one moment. OK, I'm going all over the place.
[CUSTOMER][NEUTRAL] We don't um
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will um get with our care team and see if they can please reach out to, to [PII] to help her get her account set up. Do you know what she was experiencing when she was trying to set it up?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, I don't know if she actually set it up. I don't know if she like, she's already thinking that it was a spam because she already had an account set up. I just want to know if the email was sent to her again, so I can call her directly and walk her through it, like walk her through the steps, I guess.
[AGENT][NEUTRAL] You have, do you have her email address?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can send her the instructions, um, but what she needs to be aware of is the email address we have on file is for their accounts payable, so it's [PII], so that's the email she's gonna have to use.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]. OK. Let me let her know, Mr. [PII]. I think that's another person. OK, that's fine. I'll let her know.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah, and so that's where the verification code is gonna go to.
[CUSTOMER][POSITIVE] OK, perfect. I'll call her now and let her know. Thank you so much.
[AGENT][NEUTRAL] Alright, is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that was it. Thank you very much.
[AGENT][POSITIVE] You're very welcome. You have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mm, bye-bye.