AccountId: 011433970860
ContactId: 7f1bfde9-b77a-403f-bae6-3e4d5f3d45da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456279 ms
Total Talk Time (AGENT): 110881 ms
Total Talk Time (CUSTOMER): 257494 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/7f1bfde9-b77a-403f-bae6-3e4d5f3d45da_20250624T20:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. This is [PII] from claims. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. Um, [PII], I have group number 23293 on the line.
[CUSTOMER][NEUTRAL] Um, her, her name is [PII].
[CUSTOMER][NEUTRAL] And she's having some issues trying to create the online account. Would you be able to assist her?
[AGENT][POSITIVE] Sure, I can try to help, yup.
[CUSTOMER][POSITIVE] Alright perfect she already knows she's gonna be transferred here she comes. Thank you very much.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi, this is [PII] with the care team. Can I help? Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, let me just check. hello. Good afternoon.
[AGENT][NEUTRAL] OK, and you're trying to set up your group account?
[CUSTOMER][POSITIVE] It's exactly.
[CUSTOMER][NEGATIVE] But it's not working. I don't know why. I'm using the group number, the zip code, the phone number, city, email on record is my, my email, and instead of [PII], and then I, I.
[CUSTOMER][NEGATIVE] I, OK, OK. Uh, is next in this error no user was found with the information that was entered. Please try again. It doesn't persist, please contact contact customer service, and I'm calling because I, I tried 3 times and, and it's not work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you're [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, and can you verify the address for your group?
[CUSTOMER][NEUTRAL] Yes, the address is [PII].
[AGENT][NEUTRAL] OK, and then what is the email address?
[CUSTOMER][NEUTRAL] The email address is [PII].
[AGENT][NEUTRAL] OK, thank you, and then let's see um.
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] Um, the office or my cellphone, I think it in there is the phone number office, [PII].
[AGENT][NEUTRAL] Uh, it looks like we've got [PII].
[CUSTOMER][NEUTRAL] No, that is very old, maybe because we are with you like 7 years ago.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] If you want to update it or you want like
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, we should
[CUSTOMER][NEUTRAL] The, the phone number.
[AGENT][NEUTRAL] Um, you should be able to update it when we get your account set up. Let me, let me look at something real quick. Just give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so are you using Google Chrome or Microsoft Edge?
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Uh, Google Chrome.
[AGENT][POSITIVE] Google Chrome, OK, great.
[CUSTOMER][NEUTRAL] Yeah, Google Chrome.
[AGENT][NEUTRAL] Um, OK, so, and you're at.
[AGENT][NEUTRAL] secured. [PII].
[CUSTOMER][NEUTRAL] I am in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you get to create your account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And all you have to enter your group number and email.
[CUSTOMER][NEUTRAL] It's actually, yeah, I'm, I'm here, yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Room number no, they asked for room number, phone number, and city, maybe the phone number the phone number, you know, is different that that they we have now.
[AGENT][NEUTRAL] You only have to enter
[AGENT][NEUTRAL] All you have to enter is the information that has a red asterisk by it. You don't have to enter anything else. So, if you can just enter group number.
[CUSTOMER][NEUTRAL] Oh, OK, and you have the group number and the email record, uh-huh.
[AGENT][NEUTRAL] Yeah, just group number and email on record.
[CUSTOMER][NEUTRAL] OK dokey let me do it.
[CUSTOMER][NEUTRAL] Let me do it. Oh my goodness, I cannot.
[CUSTOMER][NEUTRAL] Uh, delete it uh state.
[CUSTOMER][NEUTRAL] Let me see if it works.
[CUSTOMER][NEUTRAL] Let me see, continue.
[CUSTOMER][NEUTRAL] OK, verification is necessary. Please send the button to get email certification code.
[CUSTOMER][NEUTRAL] OK, let me do that.
[CUSTOMER][NEUTRAL] OK. Oh, maybe, maybe that, maybe that.
[AGENT][NEUTRAL] OK, so are you on, did you get?
[AGENT][NEUTRAL] Were you able to get to the next?
[CUSTOMER][NEUTRAL] Yeah, here is the verification.
[CUSTOMER][NEUTRAL] Uh-huh. Let me see. 3.
[CUSTOMER][NEUTRAL] 87344 ver verify code.
[CUSTOMER][NEUTRAL] OK, change email. OK, Mr. [PII]. OK, they are, they now are asking me for a new password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me put the new password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my God, and this plain name, what is it?
[AGENT][POSITIVE] You don't have to fill that out. You, you don't have to fill that out.
[CUSTOMER][NEUTRAL] What is the meaning of that?
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][POSITIVE] Say password OK I oh excellent.
[CUSTOMER][POSITIVE] I'm thinking we are fine now.
[CUSTOMER][NEUTRAL] Yeah, it's a little confusing with all the ask questions and maybe I don't read the just the we have to fill all so only the the red dot, yeah.
[AGENT][NEUTRAL] OK, so it's
[CUSTOMER][POSITIVE] Perfect. Excellent.
[AGENT][NEUTRAL] Well, it's gonna ask you to log in again, and then it's gonna send, it's gonna ask to send another verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Another, oh, OK, OK.
[AGENT][NEUTRAL] To your email and then once you get that and enter it you should be in the system.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Oh, exc[PII], excellent. Very nice.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, IT is quite.
[CUSTOMER][POSITIVE] Excellent. OK. Oh, it's very nice.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's all new.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Mhm. Very nice. No, I love it. I like it.
[CUSTOMER][POSITIVE] Yeah, very nice. Thank you very much for your help. Here, here is my invoice that I want to pay.
[AGENT][NEUTRAL] OK, were you able to find it?
[CUSTOMER][POSITIVE] [PII], perfect.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Thank you very much. OK dokey. I'm going to update your phone number. No, no, no. Everything is perfect. Thank you very much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] And you too thank you bye bye.
[AGENT][POSITIVE] OK. Thank you. Bye-bye. Bye