AccountId: 011433970860
ContactId: 6fad209e-d7be-42e3-8d12-adcc50fd457f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206399 ms
Total Talk Time (AGENT): 78467 ms
Total Talk Time (CUSTOMER): 75668 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/6fad209e-d7be-42e3-8d12-adcc50fd457f_20250403T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I'm having trouble setting up my account online.
[AGENT][NEUTRAL] OK, sure, I can assist you with that um and this is your personal account or you're calling like from a group?
[CUSTOMER][NEUTRAL] Uh, it's part of a group account.
[AGENT][NEUTRAL] Group account. OK. All right, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Do you have the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do. Group number is 26758.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] Uh, oh gosh, I'm not even sure. South Carolina Research Authority SCRA.
[CUSTOMER][NEUTRAL] The name of my company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have my policy sir ID number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] That's helpful. Uh, that number is 02569249.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right, one moment.
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] 526-77433 [PII] and it's [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We have your work email on file. So that's the one you need to use to register. OK, you wanna go ahead and try that one?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, oh, I've been putting my personal email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so it's my work email that's on file.
[AGENT][NEUTRAL] Mhm. Yes. Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me get back to the login page so I can try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the user.
[CUSTOMER][NEUTRAL] Individual.
[CUSTOMER][NEUTRAL] When it says Social security number or member ID number, what's the best number to use?
[AGENT][NEUTRAL] It will be the Social Security. I can check and see if you have a member number but usually it's the social, yeah.
[CUSTOMER][NEUTRAL] That's OK. I can use my social security number that's fine, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and you said it's my work email that's on file.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, I got to the next screen to create an account with the username, password and everything.
[AGENT][POSITIVE] Perfect. All right. You think you got it from here? Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Alright, thank you so much.
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] Yes, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.