AccountId: 011433970860
ContactId: 5a7fbf30-4fb4-47a0-b844-b74d6cbdf512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301500 ms
Total Talk Time (AGENT): 74796 ms
Total Talk Time (CUSTOMER): 52462 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/2025/06/23/5a7fbf30-4fb4-47a0-b844-b74d6cbdf512_20250623T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey man, um, I'm working with one of my accounts and they're having some trouble logging in, um, but they said they called and they couldn't get in touch with anybody, um, I just wanted to see if you're able to assist with the.
[AGENT][NEUTRAL] OK, is it a group that you're asking for?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK, and what's the group?
[CUSTOMER][NEUTRAL] Um, it's Natural, uh, BIOS Solutions. Let me see if I can pull up the information real quick.
[AGENT][NEUTRAL] Do you have a group number by chance? If not, it's OK, but.
[CUSTOMER][NEUTRAL] Yeah, let me see if I can find it real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I need.
[AGENT][NEUTRAL] Let me, um, I can look on my.
[CUSTOMER][NEUTRAL] Um, yeah, I can give you, so the group number is uh 22117.
[AGENT][NEUTRAL] And who's trying to set this up? Is it the group contact?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And does he have other groups with us as well that he's the contact for?
[CUSTOMER][NEUTRAL] I don't believe so. I think it's just for iOS.
[AGENT][NEUTRAL] OK, so if he's the only contact or if this is the group that he's the only contact for um I would just have him clear his cache.
[AGENT][NEUTRAL] In his settings on his browser, and then I would have him try again only with the information that is asterisk. So I think it's like group number maybe, well, let me pull up this site really fast.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] There for a group.
[AGENT][NEUTRAL] So the group number and then the email on record which is his.
[AGENT][NEUTRAL] And then have him hit next.
[CUSTOMER][NEUTRAL] Mhm, which are you able to, are you able to say which email he has because he has like 3 of them for the company.
[AGENT][NEUTRAL] It looks like it's [PII].
[CUSTOMER][NEUTRAL] I just reach out to him to see if that might work.
[AGENT][POSITIVE] Yeah, clear as cash first and then just what is needed.
[AGENT][NEUTRAL] On the 2nd page.
[CUSTOMER][NEUTRAL] I'm gonna give him another minute and if he doesn't reply I'll.
[CUSTOMER][NEUTRAL] Just get off the phone and see if that works for him.
[AGENT][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] Alright, I'm gonna let you go, but I'll call back if he he ends up getting back to me.
[AGENT][NEUTRAL] Yeah, yeah, call, call us back if he's having issues.
[CUSTOMER][POSITIVE] OK, thank you so much for your help man I appreciate it.
[AGENT][POSITIVE] Yeah, enjoy your day. Mhm bye.
[CUSTOMER][NEUTRAL] You too bye.