AccountId: 011433970860
ContactId: 6aa7f8f2-33ec-4c6e-bc5d-8f384c1cc654
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258290 ms
Total Talk Time (AGENT): 91224 ms
Total Talk Time (CUSTOMER): 118671 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6aa7f8f2-33ec-4c6e-bc5d-8f384c1cc654_20250603T17:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling. I'm sorry, good afternoon. Thank you for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good afternoon, can you hear me?
[AGENT][NEUTRAL] A little bit.
[CUSTOMER][NEUTRAL] Can you hear me a little better now?
[AGENT][NEUTRAL] Uh yes, ma'am, just a little. Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, um, yes I can hear you. I'm sorry, um, I, um, handle the benefits for our employees at our organization, and I went to log into APL and I am not able to log in anymore.
[CUSTOMER][NEUTRAL] Is there anyone that can help me out?
[AGENT][NEUTRAL] Yes ma'am, our online service center uh has changed this weekend, so you have to create a new login.
[CUSTOMER][NEGATIVE] So I'm trying to do so and I'm entering our group number and my phone number and email but it just it doesn't it just won't let me.
[AGENT][NEUTRAL] OK, and what is your name and group number please?
[CUSTOMER][NEUTRAL] Group number is 23993 and you know what, let me make sure that's right. 23993, yeah, that's it. And uh my name is [PII], last name [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and verify the name of the group, mailing address and email address, please.
[CUSTOMER][NEUTRAL] It it it's Educational Federal Credit Union and the address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And email address?
[CUSTOMER][NEUTRAL] Email address would be my um email [PII].
[AGENT][NEUTRAL] OK, and callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I wonder, is that the number that you were using when trying to set up because I do I see a different number in the system.
[CUSTOMER][NEUTRAL] That's my direct number.
[CUSTOMER][NEUTRAL] I don't know if maybe my boss's number is on file to [PII].
[AGENT][NEUTRAL] Yes ma'am, that's the phone number I'm showing.
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see if it would give me a different answer this time.
[AGENT][NEUTRAL] It should hopefully go through because that's the number I show that we have on file.
[CUSTOMER][NEUTRAL] It's loading but
[CUSTOMER][NEUTRAL] Nothing is populating yet.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] The next step should be a verification code that it will be emailed to you.
[CUSTOMER][NEGATIVE] Yeah, no, I got an error message. No user was found with the information that was entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] This is the same thing I got before.
[AGENT][NEUTRAL] See here.
[AGENT][NEUTRAL] OK, um, I will have to send a request for someone to look at it and um call you back once it's been.
[AGENT][NEUTRAL] Updated or
[AGENT][NEUTRAL] Or corrected, uh, would you rather mail or email or than to call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Email is fine just in case that I'm on another call or I step out to lunch.
[AGENT][NEUTRAL] OK, and what browser are you using?
[CUSTOMER][NEUTRAL] Email would be best.
[CUSTOMER][NEUTRAL] Uh, we use Chrome.
[AGENT][NEUTRAL] Chrome
[AGENT][NEUTRAL] Alright, well, I'm gonna send a request so someone can get in contact with you. I'm so sorry and you said a callback number [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, thank you so much, [PII], but I'll send that out to you.
[AGENT][NEUTRAL] Out for you, sorry.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help. Alright, OK.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.