AccountId: 011433970860
ContactId: 646c9445-4414-43e5-98da-e487d22551f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148100 ms
Total Talk Time (AGENT): 76031 ms
Total Talk Time (CUSTOMER): 62790 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/646c9445-4414-43e5-98da-e487d22551f7_20250603T18:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi um I'm an employer and I'm trying to log on and it's saying that they can't find my email but I've never had this issue before.
[AGENT][NEUTRAL] OK, uh, you will have to, did you try to recreate because you would have to since they um revamped the online service center. Yes, ma'am.
[CUSTOMER][NEUTRAL] That's what I'm wondering. OK, so, OK, so I have to create a new account it's not the same one as before? OK.
[AGENT][NEUTRAL] Yes ma'am, and what is your name and a group number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And then let me find the group number.
[CUSTOMER][NEUTRAL] Um, the group number is 17807.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And let me just make sure we have the same information. Um, verify the group mailing address and group name.
[CUSTOMER][NEUTRAL] Um, Jack and Q Management [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the group, uh, phone number, please.
[CUSTOMER][NEUTRAL] Uh, I think it's my cell. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, um, yes, ma'am, you would just, uh, select create and count, select group, and then it'll ask for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Trying to think, the group number, the zip code, the city, I believe, no, the state.
[AGENT][NEUTRAL] Um, the phone number and the email address and you should be able to, once you've entered that information, it'll go to another screen with uh with the verification code and a password. So that's when you'll be able to create the password and it'll give a email you a verification code to enter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I can log in and pay.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] OK, and then go from there. OK, perfect. Alright, thank you. Alright, have a good.
[AGENT][POSITIVE] Yes, ma'am. You're welcome, Ms. [PII], and
[AGENT][POSITIVE] Uh, you too. Thanks for calling APL. Yes, ma'am.
[CUSTOMER][POSITIVE] All right thank you so much.
[CUSTOMER][NEUTRAL] Bye.