AccountId: 011433970860
ContactId: 187dc105-6154-4d42-84f4-fc3c76bbd944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224710 ms
Total Talk Time (AGENT): 92992 ms
Total Talk Time (CUSTOMER): 107646 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/187dc105-6154-4d42-84f4-fc3c76bbd944_20250617T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII] from Mangos Tropical Cafe.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have the group number 265-57.
[AGENT][NEUTRAL] 26556
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Tell me your name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, how may I help you today?
[CUSTOMER][NEUTRAL] From Mango's Tropical Cafe. Uh.
[CUSTOMER][NEUTRAL] It seems the uh the login has changed yet. I don't remember that I got an email regarding that, so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. What we did was we updated.
[CUSTOMER][NEUTRAL] Can I, uh, can I continue?
[AGENT][POSITIVE] Yes, ma'am, you can. I apologize. Go ahead.
[CUSTOMER][NEUTRAL] OK, so I went to the, you know, as usual APL website that I already have it. I, I go to log in but it doesn't recognize my, my user or because should I do something else, something different?
[AGENT][NEUTRAL] Yes ma'am, what we did was we, we updated our online service center that you're trying to log into so what you have to do just this one time is created as a new user. Let me verify that we have your information correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the address? Yes, ma'am. What is the physical address of of Mango's Tropical Cafe, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information. Can I also verify a phone number, please?
[CUSTOMER][NEUTRAL] The phone number here is [PII].
[AGENT][NEUTRAL] [PII]. Is that right?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you ma'am. OK, and what email address should we have on file for the group contact?
[CUSTOMER][NEUTRAL] Uh, probably is [PII].
[CUSTOMER][NEUTRAL] And I work with her and I, I'm [PII] as well. So [PII] is like the primary. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, thank you so much. Now since she's the primary, she'll just need to create a new account and add you as a new user.
[CUSTOMER][NEUTRAL] OK, so are you, uh, can you I need to create a new account?
[AGENT][POSITIVE] Sure, I can. Yes, you can.
[CUSTOMER][NEUTRAL] Should I delete the, the.
[CUSTOMER][NEUTRAL] Should I believe what I have it already in in my in my favorite and redo it again how that works?
[AGENT][NEUTRAL] OK, so it's gonna prompt you to the new APL APL online.
[CUSTOMER][NEUTRAL] I don't hear you well. Are you on the speaker?
[AGENT][NEUTRAL] No, ma'am, I'm not. Let me get, is this better? Can I, can you hear me now?
[CUSTOMER][NEUTRAL] It's very
[CUSTOMER][NEUTRAL] A little better.
[AGENT][NEUTRAL] Let me, OK, let, let me just call you back because I have a way I could call you back and you can hear me better. Do you want me to call you back on that, um, that [PII]? Will you answer that?
[CUSTOMER][NEUTRAL] OK, hold on, my phone number here is.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]. OK. Hang up with me, please, ma'am, and I'm gonna call you right back so you can hear me better, OK?
[CUSTOMER][POSITIVE] Excellent thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.