AccountId: 011433970860
ContactId: 73e3c04e-fa38-4f3a-b6e9-97c8355d78cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168720 ms
Total Talk Time (AGENT): 32103 ms
Total Talk Time (CUSTOMER): 113910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/73e3c04e-fa38-4f3a-b6e9-97c8355d78cf_20250611T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], how are you? [PII], can I give you my, I'm an employer, OK. And can I give you my group number, please?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Sure, what's that?
[CUSTOMER][NEUTRAL] 235-52.
[AGENT][NEUTRAL] OK. And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII] from Damo Party Corp.
[AGENT][NEUTRAL] OK, and how can I help you, [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, [PII], I'm trying to go into the website to make a payment that I will make it, uh, probably tomorrow or Friday, but I don't know if he changed his signing procedure or what, because when I put, when I go into the [PII] website, like I've always been there and I put sign in.
[CUSTOMER][NEUTRAL] Then it's, it's taking me to a new website. Welcome to the online service center.
[AGENT][NEUTRAL] Yes, so you're gonna have to create your account over again.
[AGENT][NEGATIVE] Um, the old information won't work.
[CUSTOMER][NEUTRAL] OK, but when I put right, but my question is when I put which role best describes you and I put group, which I think I need to put group.
[CUSTOMER][NEUTRAL] I don't know if there's, and I'm putting the group number 23552. The ZIP code which you should have, I don't know if you have [PII] or [PII]. Can you confirm with me which one do you have?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, and what, what's the street address?
[CUSTOMER][NEUTRAL] [PII], and I can use any other zip code [PII].
[AGENT][NEUTRAL] Uh, we have [PII], and then what is the email address on file?
[CUSTOMER][NEUTRAL] OK, hold on, uh, the email address that you have on file, is it [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Correct. Then the city is [PII] and the phone number, what do you have? [PII]?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK, let me see because it was giving me an error, so that's why let me put next. OK, complete now it's then probably was putting the OK.
[CUSTOMER][NEUTRAL] OK, so I need to create uh a new uh a new account, mean a new account because it's a new, uh.
[AGENT][NEUTRAL] It's a new website, yeah.
[CUSTOMER][NEUTRAL] A new signing form?
[AGENT][NEUTRAL] Yeah, you so you have to.
[CUSTOMER][POSITIVE] OK, perfect. That's why I needed, that's what I needed to know. Thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] It's only done.