AccountId: 011433970860
ContactId: 7fb261b2-0762-4a65-8c0c-a9548d909598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361000 ms
Total Talk Time (AGENT): 118955 ms
Total Talk Time (CUSTOMER): 174793 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/7fb261b2-0762-4a65-8c0c-a9548d909598_20250623T16:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello how are you? I'm sorry, your name is?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] How, how are you [PII]? Let me give you my group number please.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the group number, Mr. [PII]?
[CUSTOMER][NEUTRAL] 23552.
[CUSTOMER][NEUTRAL] Under Damo Party Corp.
[AGENT][POSITIVE] OK, thank you, and give me one moment.
[AGENT][NEUTRAL] OK, and then verify the group mailing address, phone number and your email address, please.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] [PII]. I don't know if you have [PII] or [PII].
[CUSTOMER][NEUTRAL] Uh [PII] and the email that you share on file is [PII].
[AGENT][NEUTRAL] OK, and I do show a different phone number for the group.
[CUSTOMER][NEUTRAL] Do you have a [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK, I'm trying because I see that you changed your uh website and I need to reregister. When I put the group number 23552, the zip code again, I don't know if you can tell me if you have [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which one do you have?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] OK, then I put the phone number [PII], the city which is [PII], my email the [PII] um state of [PII], and I'm trying to register on their group account and I put next and it's giving me an error.
[AGENT][NEUTRAL] OK, give me one moment, please.
[CUSTOMER][NEUTRAL] we can.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's group number, email, phone number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah, that's what we have in the system and is giving you an error message.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, that is the information we have in the system. I will have to submit a request for someone to call you back or contact you back in regards to the online service center.
[AGENT][NEUTRAL] Um, usually,
[CUSTOMER][NEGATIVE] Because I need that as soon as possible because again I'm, I need to make a payment that I tried to do this on Thursday or Friday of last week and I, it's not allowing me to create a new account and uh and all the information we're checking and it's correct and I'm not being able to make a payment and I don't wanna have any problems.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand, um.
[AGENT][NEUTRAL] Until this is completed or um fixed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can make a credit card payment over the phone or submit the invoice via mail.
[CUSTOMER][NEUTRAL] No, we don't use credit card.
[AGENT][NEUTRAL] But, um, another thing, OK, another thing that may help is clearing out your browsing history that seems to sometimes help as far as setting up.
[CUSTOMER][NEUTRAL] We use checking.
[AGENT][NEUTRAL] Are you using Chrome or Edge?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I use, uh, Safari. I use Apple.
[AGENT][NEUTRAL] Safari, let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me see, uh, I will try to use.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I will try to use Chrome. That's the only thing that I can think of to see if with Chrome.
[CUSTOMER][NEUTRAL] Let me see, give me one second.
[CUSTOMER][NEUTRAL] OK, no, I'm sorry I need to create an account.
[CUSTOMER][NEUTRAL] I'm a group. Should I put group or you sure? Which role bridge describes you? Group, right?
[AGENT][NEUTRAL] Group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so [PII].
[CUSTOMER][NEUTRAL] My phone number.
[CUSTOMER][NEUTRAL] Let me see if you can call me allows me to do it.
[CUSTOMER][NEGATIVE] No, we cannot create a new account with this information reach out to the group admin to be invited to the account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yeah, we'll have to send a request uh for someone to be able to assist you, but did you try to clear out your safari history or cookies or cash?
[CUSTOMER][NEUTRAL] Yeah, yeah, I did it on Friday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so he's try. OK, uh, yes sir, I will have to send a request for someone to get in contact with you as soon as possible and setting up on the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I would appreciate if you can do that so I can.
[CUSTOMER][NEUTRAL] You can put a note that I've been talking with you today that because I need to make a payment.
[AGENT][NEUTRAL] Uh, yes, sir. I will make note of it.
[CUSTOMER][POSITIVE] I'll appreciate it.
[AGENT][POSITIVE] OK, well, thank you so much. And you have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.