AccountId: 011433970860
ContactId: 747b0a69-666f-4ada-bbd9-1a8b4266b9dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222940 ms
Total Talk Time (AGENT): 60979 ms
Total Talk Time (CUSTOMER): 66679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/747b0a69-666f-4ada-bbd9-1a8b4266b9dc_20250321T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], how are you?
[AGENT][POSITIVE] I'm good. How can I help you, sir?
[CUSTOMER][NEUTRAL] I am trying to.
[CUSTOMER][NEUTRAL] At some point be successful and fill out your appointment forms um but I haven't been too successful and and the reason being every time I start this um it tells me that I, you know, at some time in my lifetime I uh did a form with um this company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I can't remember passwords and user names and all that kind of stuff so I'm sitting here um I just got a uh a kind of a last ditch effort from [PII] uh to try to get this done, but I need some help so every time I do this I I kinda get tripped.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, have you actually reached out to no more forms because they, they will help you, um.
[AGENT][NEUTRAL] Basically open up your system or open up the access to you because you can't remember like you know old passwords or you know what yeah, username or whatever they have to help you do that. I I can't since it's a third party. I have no way of.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yep, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I should
[CUSTOMER][NEUTRAL] Do you have a phone number that I can contact or?
[AGENT][NEUTRAL] Yeah, let me, let me find that for you. Do you mind if I put you on a brief hold while I go and find that number?
[CUSTOMER][POSITIVE] That'd be perfect thank you.
[AGENT][POSITIVE] Perfect. Hold on for me.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm sorry, that took me a second. Um, the helpline for no more forms is [PII].
[CUSTOMER][NEUTRAL] [PII] yep.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alrighty, I'll try. Thank you so much.
[AGENT][POSITIVE] Yeah, oh, no problem. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.