AccountId: 011433970860
ContactId: 5637a29e-301e-4415-ba4a-d23675763300
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354000 ms
Total Talk Time (AGENT): 115664 ms
Total Talk Time (CUSTOMER): 121325 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/5637a29e-301e-4415-ba4a-d23675763300_20250102T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and uh
[CUSTOMER][NEUTRAL] I'm trying, we have a new account with you and when I go to sign in um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm coming up with my old account at a different company. Can you help me sign into my account that I'm trying to get into?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure we can take a look at that [PII], um, and you're on our online portal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, we could take a look at that um really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, and this was for your individual policy correct?
[CUSTOMER][NEUTRAL] Um, no, it's for my company's policy. I work for a company called Testing Matters, and then I also work for one called Trescent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, so you are the group admin.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got it. OK, um, do you have the group number?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, no, I don't.
[AGENT][NEUTRAL] Oh, you don't have the group number?
[CUSTOMER][NEUTRAL] I don't know it. Um.
[CUSTOMER][NEUTRAL] Trying to find it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] That's OK. I could try searching uh using the name. What was the name?
[CUSTOMER][NEUTRAL] 3 sync, the number 3 SYNC.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] We're now
[CUSTOMER][POSITIVE] I am so connected while watching my favorite show.
[AGENT][NEUTRAL] Uh, was, uh, 3 sync LLC.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, are you able to verify the uh address for the business?
[CUSTOMER][NEUTRAL] Um, it, it's either [PII] do you have the [PII] or the [PII].
[AGENT][NEUTRAL] Uh, it's [PII], yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it, OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] What was the correct zip code?
[CUSTOMER][NEUTRAL] Uh, the zip code here is
[CUSTOMER][NEUTRAL] Hold on, I don't know what's the top of my head.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Why are you putting it off.
[CUSTOMER][NEUTRAL] I don't think you don't needs.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just wanted to make sure that that was correct um because the information that you put in does have to match identically what this what we have in our system for it um um I do have that group number if you'd like me to go ahead and give that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, it is 26.
[CUSTOMER][NEUTRAL] is
[AGENT][NEUTRAL] 782.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and uh what was your last name, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the uh email that you're using?
[AGENT][NEUTRAL] For this account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect and so this is the information that you're entering to create this new account is that correct?
[CUSTOMER][NEUTRAL] Um, I wanna go into my account and look at the payment status.
[CUSTOMER][NEUTRAL] But I keep when I when I go to do APL it's pulling up my old account. I don't remember what my username and password was for 3 sync.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 00 I see OK so this is still [PII] sync.
[CUSTOMER][NEUTRAL] This is for 3 sync.
[AGENT][NEUTRAL] OK, I'm sorry, I was confused. I thought you meant this was for uh your old account was not.
[AGENT][NEUTRAL] Correct. OK, so let me try to get that.
[AGENT][NEUTRAL] User information for you, give me just a moment.
[CUSTOMER][NEUTRAL] I'm trying to get into my account.
[CUSTOMER][NEGATIVE] Having a problem, that's all.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEGATIVE] I'm trying to sign into my account and I'm having a problem.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] So can you tell me what my username is? Is it [PII]?
[AGENT][NEUTRAL] Uh, give me just a moment. Let me try to get that information for you. I will have to kinda dig a bit, bear with me just a moment.
[AGENT][NEUTRAL] OK, so we've got the username just as 3 sync.
[AGENT][NEUTRAL] So the number [PII]
[CUSTOMER][NEUTRAL] OK, that might
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm in thank you.
[AGENT][POSITIVE] Awesome, no problem. I'm glad we were able to help. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye