AccountId: 011433970860
ContactId: 5ffb0ad4-119a-463a-be4a-7d5191056473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118760 ms
Total Talk Time (AGENT): 49260 ms
Total Talk Time (CUSTOMER): 71270 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/5ffb0ad4-119a-463a-be4a-7d5191056473_20250421T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], but I don't even know if I should be calling you because now, um, I'm getting directions not to. So I got a person that sent me an email and it and they screenshotted the website and on the bottom of it says, if you continue to experience issues, please contact customer service. So she called me to get customer service.
[CUSTOMER][NEUTRAL] But [PII] says I should probably have her clear her cache and cookies on her computer. So I don't know if I should transfer to you or just to clear out her computer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one second. OK, let me start. What was your name again? I'm so sorry. I can't hear.
[CUSTOMER][NEUTRAL] No, this is [PII].
[AGENT][NEUTRAL] [PII], OK, [PII], I'm sorry, honey. Um, [PII], so what is she wanting to do? Do, she wants to set up her own, I'm I'm, I'm move brains fraud.
[CUSTOMER][NEUTRAL] No, you're from
[CUSTOMER][NEGATIVE] No, she's trying to, she's trying to upload a new enrollment and it keeps telling her if she experiences problems, call customer service. So she was calling in to call customer service, but in the meantime, I had asked [PII], what should I do if someone gets this error message, and she told me to tell them to clear their cache and cookies. So that's why I was like, I don't know if I should even be giving her to, you know, I don't know if I should just tell her to clear it out or if it's a problem that's bigger than that.
[AGENT][NEGATIVE] Oh my goodness. Um, see, I can't even see what they do online, you know, when they're uploading people.
[CUSTOMER][NEUTRAL] Me neither.
[AGENT][NEUTRAL] So I don't know why we, you know, why you I mean when we get these.
[CUSTOMER][NEUTRAL] I'm just gonna tell her to clear it out.
[AGENT][NEUTRAL] All right, and tell her that, please ask her to email our email the enrollment information to our care team if that doesn't work and we'll get the person enrolled.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that.
[CUSTOMER][POSITIVE] All right, thanks, [PII].
[AGENT][POSITIVE] Alright, thank you. Bye there.