AccountId: 011433970860
ContactId: 594e5342-283b-4bce-b38d-1db82244c576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117339 ms
Total Talk Time (AGENT): 55620 ms
Total Talk Time (CUSTOMER): 56958 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/594e5342-283b-4bce-b38d-1db82244c576_20250623T22:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Applegate US Applegate Inc. I'm sorry. Oh, I'm trying to type and talk at the same time. I might have just figured it out. This is my first time going in. Normally I go in and print off the bills.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I, I was selecting provider but.
[CUSTOMER][NEUTRAL] I think I want the group because I'm the employer no yeah no it's still giving.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that would be group, yes ma'am.
[AGENT][NEUTRAL] OK, so you're having trouble creating an account?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I will, well, first of all I'm going to apologize for all of the confusions that, um, I will say that with, um, there have been quite a bit of bugs and little kinks that people have been experiencing, um, and one thing that does seem to resolve that is only filling out the fields that have an asterisk. So, um, I believe for a group that is only going to be the group number and then the email address that we've got on file for the group and leaving the other fields blank.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][MIXED] I think you might be right except for the fact you have to and it says complete your account set up oh my god thank you so much.
[AGENT][MIXED] Did that work? No, but it's just one of those weird things does not make much sense, but somebody figured it out and thank goodness.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I got it no so now when I go and I.
[AGENT][POSITIVE] I'm so sorry for the confusion.
[CUSTOMER][NEUTRAL] It says send verification code, but should I put the password in first?
[AGENT][NEUTRAL] Uh, I would go ahead and do the verification code before all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, I'll give it a whirl. Let me see what I can do. I appreciate it, thanks.
[AGENT][NEUTRAL] All right, sir, if you have any other questions, give us a call right back.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][POSITIVE] All right have a great day you too.