AccountId: 011433970860
ContactId: 588ad063-4389-4188-afa6-d01ef87aa30f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265109 ms
Total Talk Time (AGENT): 107034 ms
Total Talk Time (CUSTOMER): 99579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/588ad063-4389-4188-afa6-d01ef87aa30f_20250311T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Dean Equipment. Um, I am trying to set up a second account for one of our business entities, and I never received the verification code email.
[CUSTOMER][NEUTRAL] Um, and it said if I don't receive it to give you all a call.
[AGENT][NEUTRAL] OK, let's take a look here.
[AGENT][NEUTRAL] Mhm. So, what is that group number?
[CUSTOMER][NEUTRAL] Do you want the master account number or the group number?
[AGENT][NEUTRAL] Yeah, the one that you're trying to set up for that group number.
[CUSTOMER][NEUTRAL] OK. So it's 26765.
[AGENT][NEUTRAL] Right, it's 26765, correct?
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] OK. Give me just one second.
[AGENT][NEUTRAL] All right. And then [PII] on the group, if you could just verify with me um the address and phone number.
[CUSTOMER][NEUTRAL] So do you want the mailing address or the business address? Because when we submitted it, it's two different addresses, but I can verify both um that's not a problem.
[AGENT][NEUTRAL] Uh, yeah, it looks like we have either we have the [PII] box and the street address. Yeah, either or works.
[CUSTOMER][NEUTRAL] OK, so it's [PII] and the other address is in [PII], and it is let me see if I remember.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The [PII] office it's [PII].
[CUSTOMER][NEUTRAL] Buddy [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that. OK. Let's see.
[AGENT][NEUTRAL] OK, so I can verbally give you this verification code if you wanna type it in or I can email it to you whatever is easiest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can give it to me. I can take it in.
[AGENT][NEUTRAL] OK. So it is case sensitive and so I'm gonna give it to you phonetically. Um, all right. Uh, first is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the last one is [PII].
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] OK, and it says create your account perfect. So I just need to make it thank you, um, a different username than the one I have for the other account I would imagine.
[AGENT][POSITIVE] Yay.
[AGENT][POSITIVE] Yeah, I would, yeah, to try and keep them separate and everything, yeah, for sure.
[CUSTOMER][NEUTRAL] OK, alright, I just don't know if I could use the same one and it'll be all under one page, but no worries.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, sir. Anything else?
[CUSTOMER][POSITIVE] Alright ma'am, well that's all I need. No ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.