AccountId: 011433970860
ContactId: 4efb2fb9-6902-4167-bc07-8a21868fec7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141360 ms
Total Talk Time (AGENT): 48033 ms
Total Talk Time (CUSTOMER): 72740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/4efb2fb9-6902-4167-bc07-8a21868fec7d_20241231T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] It's me again. You must be the only one working the phone.
[AGENT][NEUTRAL] Apparently, I need everybody else to get on the phone.
[CUSTOMER][NEUTRAL] I know girl be like that up here too, um, OK, so I was trying to help the lady register on the account but I guess because somebody's.
[CUSTOMER][NEUTRAL] Already had an account but they're no longer there. The passwords expired. It looks like the last log in was last year. It's registering that it's set up and it won't let her create one. Is there any way we can.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Create one for her separate.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh number and let me look.
[CUSTOMER][NEUTRAL] 26,090 is 26,090 and she is listed as the updated contact and her email information, but the previous username was from [PII].
[AGENT][NEUTRAL] Just a group number.
[CUSTOMER][NEUTRAL] And it says tanker on the phone.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Um, it'd be good if I put in the right group number.
[AGENT][NEUTRAL] And [PII]. Oh well, that one's suspended so.
[CUSTOMER][NEUTRAL] And I tried to to
[AGENT][NEUTRAL] Um, so we have Tanker.
[CUSTOMER][NEUTRAL] Who needs to be, yeah, and she needs to be, she has, needs to have her own stuff if that makes sense. I know, girl, I had to double ask her her name and, and then when I, when I saw the group, I was like, OK, it really is that. So anyhow.
[AGENT][NEUTRAL] It's on the phone.
[AGENT][POSITIVE] It really does.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me see if I'm able to do it on my end, um.
[AGENT][NEUTRAL] Let me just, yeah, OK, yeah, I can set her up an account and uh just let her know I'll set one up and to be expecting an email with her, uh, log in instructions.
[CUSTOMER][NEUTRAL] With the instructions and stuff, and will that include on how she can pay online too because I guess that's really what she's trying to do.
[AGENT][NEUTRAL] Uh, yeah, I'll, I'll put it.
[AGENT][NEUTRAL] Yeah, I'll put in. I'll put the group payment fly in there.
[CUSTOMER][POSITIVE] OK all right I really appreciate it. I'll let her know no need to transfer.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you, hon. Have a good day.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome you too.
[CUSTOMER][NEUTRAL] Bye bye.