AccountId: 011433970860
ContactId: 3aaa3092-0e93-4040-b0f7-15e649fe5354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207119 ms
Total Talk Time (AGENT): 83352 ms
Total Talk Time (CUSTOMER): 77140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3aaa3092-0e93-4040-b0f7-15e649fe5354_20250613T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, I'm calling from uh Meda Associates.
[CUSTOMER][NEUTRAL] And we have a policy with you guys and I'm trying to log in online.
[CUSTOMER][NEUTRAL] But it's not letting me?
[CUSTOMER][NEUTRAL] And it's not sending the verification code, so I need to, how can I check?
[CUSTOMER][NEUTRAL] The email or how can I access again?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll be happy to help you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[AGENT][NEUTRAL] Was that? OK. And what's your group number?
[CUSTOMER][NEUTRAL] The group number is 15751.
[AGENT][NEUTRAL] All right, and is the number you're calling from a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And um could you please verify the address that we have on file for your group?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Alright and who is the group contact that we have on file?
[CUSTOMER][NEUTRAL] Uh, would it be [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and could you verify the phone number, please?
[CUSTOMER][NEUTRAL] Uh, the [PII]?
[AGENT][NEUTRAL] Uh, that's not what we have on file.
[CUSTOMER][NEUTRAL] Which is our main number?
[CUSTOMER][NEUTRAL] Oh maybe it's her direct number. Hold on one second.
[CUSTOMER][NEUTRAL] Uh, give me a moment, uh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Would it be the [PII]?
[AGENT][NEUTRAL] No, that's not what we have.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You have a [PII] then probably [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, is Barbie there? Um, is she nearby?
[CUSTOMER][NEUTRAL] No, she's out of the office uh this week I'm the the accounts payable department.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm the one that pays the bills, so and before we used to because the the email they used to go you will be assistant and me I associates.
[AGENT][NEUTRAL] OK, yeah, we do have a new um online system that um makes it where you have to create a new account like you have to re-register your account, um.
[CUSTOMER][NEGATIVE] I'm trying to do that, but it's not letting me.
[AGENT][NEGATIVE] Yeah, it's probably because you're entering the wrong phone number.
[CUSTOMER][NEGATIVE] Because it's telling me it's the incorrect.
[AGENT][NEUTRAL] Um, and it also depends on the email that you're entering because it has to be what's in the system, but without Barbie nearby or her, um, giving us authorization to share information with you, um, she would.
[CUSTOMER][NEUTRAL] OK, she's out she won't be back until Wednesday.
[AGENT][NEUTRAL] OK, so she'll either have to, if she could send an email to our care team to let us know that we can share with you, um, or we'll have to get it sorted out on Wednesday, um, because I can't share any of this information with since she's the only group contact that we have.
[CUSTOMER][NEUTRAL] OK, alright, uh, OK, let me send him an email then that I cannot pay the bill because of that issue. OK, thank you.
[AGENT][NEUTRAL] OK