AccountId: 011433970860
ContactId: 560a9402-c1ee-4549-81e1-2ea970df01d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98580 ms
Total Talk Time (AGENT): 32253 ms
Total Talk Time (CUSTOMER): 45932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/560a9402-c1ee-4549-81e1-2ea970df01d5_20250603T22:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] I'm doing well. So my name is [PII] and I'm with Hard Rock Construction, and I am trying to set up my APL account so I can do it online and what I've tried, it's just the little thing is just spinning in the log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] The group number is 269-86.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. And let's see. And Ms. [PII], verify the group mailing address, email address, and group phone number.
[CUSTOMER][NEUTRAL] OK, it is [PII]. My you want my email which is [PII]?
[CUSTOMER][NEUTRAL] And the phone number is [PII]?
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], I don't show you as a contact person on the plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the group admin, they will have to set up on the online service center and then they can have you added.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, I'll let her know thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Uh, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.