AccountId: 011433970860
ContactId: 47ec588d-7732-4d2e-9408-78e4f5af8b45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188149 ms
Total Talk Time (AGENT): 50709 ms
Total Talk Time (CUSTOMER): 112884 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/47ec588d-7732-4d2e-9408-78e4f5af8b45_20250606T16:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm trying to set up a user account, um, for a group, and I'm getting an error message, uh, with my information that should be on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, Miss [PII], what is that group number please?
[CUSTOMER][NEUTRAL] 25,760
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment. I can assist you with that online service center.
[AGENT][NEUTRAL] And verify the name of the group.
[CUSTOMER][NEUTRAL] It's Icy Inc.
[AGENT][NEUTRAL] OK, and the group mailing address and your email address or the group email address that's the same.
[CUSTOMER][NEUTRAL] Um, it should be
[CUSTOMER][NEUTRAL] Um, so the address should be [PII], um, and my email that should be the one on file is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I show a different email, um.
[CUSTOMER][NEUTRAL] Would it be human resources at the same email?
[AGENT][NEUTRAL] No ma'am, it looks like it's invoices.
[CUSTOMER][NEUTRAL] OK, so our finance team, their email, and they were actually trying to set up an account previously and they were having issues and I was told that my information was listed as like the group.
[CUSTOMER][NEUTRAL] Contact because let me just double check, yeah they were trying to use the invoices that I see email to set one up and they were getting the same user uh no user was found with this information, um.
[AGENT][NEUTRAL] OK, and what's the phone number for the group?
[CUSTOMER][NEUTRAL] Um, so it should be [PII].
[CUSTOMER][NEUTRAL] [PII] um or it the other phone number we have is [PII].
[AGENT][NEUTRAL] Uh, I see a different number than those two.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is, well,
[AGENT][NEUTRAL] I wonder if this is incorrect. It's [PII]?
[CUSTOMER][NEUTRAL] OK, that's, that's my cell phone number. Um, OK, so we got all kinds of stuff going on over here. um, OK, well, let me go ahead and I'll get this set up with those actually while we're on the phone, let me just try that real quick hang on.
[AGENT][NEUTRAL] Ah,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it looks like it's letting me set it up with that.
[CUSTOMER][POSITIVE] OK, I think I should be good and then I can have them go in and just go change the phone number and emails and all that stuff, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I appreciate your help thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Have a great weekend, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.