AccountId: 011433970860
ContactId: 5710878b-37c9-4718-bd84-d3d44afe30e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245119 ms
Total Talk Time (AGENT): 97091 ms
Total Talk Time (CUSTOMER): 91941 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5710878b-37c9-4718-bd84-d3d44afe30e9_20250317T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Lorenzoni in the [PII]. How are you doing today?
[AGENT][POSITIVE] Hi [PII], I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good, thanks for asking. Uh, I have an issue, so I'm trying to register into the APL, you know, like we had an APL account before. Uh, that one is, uh, is expired or was disabled because we have to terminate it, add some other people to our group and all that stuff. Um, so I did the whole process, I went through it, I put all the information, but I haven't received the code, so, you know, the things that just to call you just in case.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let me help you with that. So let's see, what is your group number?
[CUSTOMER][NEUTRAL] Uh, the group is 26,880 I'm sorry, 4, 26884.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see. All right, [PII], I've got your group pulled up. um, can you just verify with me the group address and the email address?
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] Uh, sure, it is. Uh, the address is, sorry, [PII]. And I assume that is my email which is [PII].
[CUSTOMER][NEGATIVE] That's the email I put when I try to register on the website and I haven't received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we do have that one on file. Let me see, can you verify the phone number for the group?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] OK, yes, thank you. So let me pull up the online account and see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What may be the issue because it looks like all that information matches so.
[AGENT][NEUTRAL] I show that your account is pending. It looks like it should have sent that code over, um, but I.
[AGENT][NEUTRAL] Looks like that was a couple of minutes ago. Um, did you check maybe your spam folder?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I actually looked at the spam and I only have one email that it doesn't even belong to, you know.
[AGENT][NEUTRAL] OK, um, do you still have that?
[CUSTOMER][NEUTRAL] Um, all email and.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm do you still have that um screen pulled up to enter that code into?
[CUSTOMER][NEUTRAL] That's the verification code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I do have it open.
[AGENT][NEUTRAL] OK, give me one moment. It's kind of a long code. I, I can see it here on my end, but I'm gonna email it over to you because it's got a lot of um letters and things in it so let me email that over to you real quick give me one second.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] And so what you can do is just copy and paste it in there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I'm gonna send it to that email address that you verified with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I just sent it, so just let me know when you get that and we'll make sure that that code works.
[CUSTOMER][NEUTRAL] All right, seems like I got an email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me just check.
[AGENT][NEUTRAL] And it should show that it it's come from me uh [PII].
[CUSTOMER][POSITIVE] Yeah, actually I got it from you, yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Uh, OK, cool. Now it says create your account, so I guess I just, you know, put all the information I want for the username and it should work. Alright, thank you, [PII]. That'll be all for today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] No problem no problem alright well.
[CUSTOMER][POSITIVE] Have a great have a great week, mhm.
[AGENT][POSITIVE] Thank you for calling APL and you as well bye bye.
[CUSTOMER][NEUTRAL] All right bye.