AccountId: 011433970860
ContactId: 76e98552-6153-4888-ac60-011869644bc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198839 ms
Total Talk Time (AGENT): 59385 ms
Total Talk Time (CUSTOMER): 84459 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/76e98552-6153-4888-ac60-011869644bc1_20250102T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling because I am trying to
[CUSTOMER][NEUTRAL] I guess creates the log on our online account. I'm the administrator for our company and we are new with APL and when I do this, given using our group number and the information I have, I keep getting no user was found with the information that was entered. Please try again if this error persists, please contact and that's how I'm contacting you now.
[AGENT][NEUTRAL] OK. Uh, let's take a look here, [PII]. Let's see. Uh.
[AGENT][NEUTRAL] OK, what is the group number that you have not seen?
[CUSTOMER][NEUTRAL] And the email it says welcome APL your anatomy 12 your group number is 26867.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] OK, and then if you could verify the name of the group for me.
[CUSTOMER][NEUTRAL] Um, anatomy 1212 LLC.
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, so let's just confirm, so the zip code we have on file is [PII], is that what you were entering?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] And what phone, what phone number do you have and the most.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and let's see, the phone that they have on here, one second.
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] That's the number for our actual gym. Should I put that one in there? I was putting my phone number.
[AGENT][NEUTRAL] Yeah, try and put, put that in there and then the email, it looks like is your.
[CUSTOMER][NEUTRAL] Let me try that. OK.
[CUSTOMER][NEUTRAL] [PII] and the email should be mine. Yeah, cause I, yeah, yeah, and OK, hold on.
[AGENT][NEUTRAL] It is. It's [PII], yeah.
[CUSTOMER][NEUTRAL] Thanks that employer records have been sent to this email address.
[CUSTOMER][NEUTRAL] Let me see. Oh, there it is.
[CUSTOMER][NEUTRAL] Uh, your code is send you an email now with your request for a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I guess now I just create my account. OK, thank you.
[AGENT][POSITIVE] Did that work? Awesome.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], have a good one.
[CUSTOMER][POSITIVE] Thanks bye bye. You too, bye.
[AGENT][NEUTRAL] Bye.