AccountId: 011433970860
ContactId: 82a19dc2-05ab-4cc2-9034-52f023878db6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600169 ms
Total Talk Time (AGENT): 151373 ms
Total Talk Time (CUSTOMER): 180286 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/82a19dc2-05ab-4cc2-9034-52f023878db6_20250127T17:35_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning, um, I'm Doctor [PII] from Mueller Animal Hospital. I'm trying to log in to, to do the payment for the month and my account is locked.
[CUSTOMER][NEUTRAL] Where are you?
[AGENT][NEUTRAL] OK, I can assist you with that. Um, and may I have um a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] No, I don't have it.
[CUSTOMER][NEUTRAL] No, I'm, I'm just have the logins.
[CUSTOMER][NEUTRAL] And let me see if in there.
[CUSTOMER][NEUTRAL] The American public.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, can you look for me in another way?
[AGENT][NEUTRAL] OK, you, you're calling from a group, correct? Did I get that correct? OK, all right, what's the name of the group? Let me see if I can do a search.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Mueller Animal Hospital, let me see here I have uh.
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The new or auto supply.
[CUSTOMER][NEUTRAL] I'm sorry, here you are.
[AGENT][NEUTRAL] What did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] ER
[CUSTOMER][NEUTRAL] I'll.
[CUSTOMER][NEUTRAL] I have a meddling form but it doesn't say you're my group there.
[AGENT][NEUTRAL] Mhm. Is it an animal hospital?
[CUSTOMER][NEUTRAL] Yes, Mueller Animal Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's the
[AGENT][NEUTRAL] OK, and, and may I have your name?
[CUSTOMER][NEUTRAL] I'm Doctor [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Can you verify the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it's gonna be on I'm waiting on the system to locate your account.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What email address are you under?
[CUSTOMER][NEUTRAL] Um, good question. Give me a second.
[CUSTOMER][NEUTRAL] No, that's on.
[CUSTOMER][NEUTRAL] No, maybe [PII].
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you remember your username?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have that just to confirm?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Lower case [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII] case [PII].
[AGENT][NEUTRAL] Oh, OK, so that may be the reason and that that's not the ID we have. OK, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I have, uh, I usually rely in a, in a password saver which is called Robo form, and that's how I always, I always sign that's not my password that's the user ID.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, the username, um, but which is totally different here, um, Ms. [PII], um, let me go ahead and just provide you with the correct information because it looks like we're just missing that information and let's see one moment. OK, so the username we have here for you for [PII] is [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is the username.
[CUSTOMER][NEUTRAL] OK, let me try.
[CUSTOMER][NEUTRAL] But it doesn't say that I changed it or anything. Hold on a second.
[AGENT][NEUTRAL] The username is not gonna change. That's gonna be always the same one. We cannot change that information, so that's gonna be your username. Um, if, if you don't remember the password with that username, you just click on forgot password and it's gonna send you a link to your email to the [PII] [PII].
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, OK, let me try.
[CUSTOMER][NEUTRAL] This is odd.
[CUSTOMER][NEUTRAL] Yeah, I have to put forgot and reset the password.
[CUSTOMER][NEUTRAL] OK, I'll do that.
[AGENT][NEUTRAL] I'm sorry, can you, can you repeat? You sound really far from the phone.
[CUSTOMER][NEGATIVE] I have to reset it.
[CUSTOMER][NEGATIVE] I have to reset the password.
[AGENT][NEUTRAL] So the pass.
[AGENT][NEUTRAL] Yes, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] So it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] Damn.
[CUSTOMER][NEUTRAL] Can you repeat it because I erased it [PII] and then.
[AGENT][POSITIVE] Um, sure, it's OK, no problem.
[AGENT][NEUTRAL] Yeah, the, the username is, yeah, it's [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] Just that?
[CUSTOMER][POSITIVE] Yeah, and it's going into my email perfect.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I have to request it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in so he's requesting a new password?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ok let me pull up.
[CUSTOMER][NEUTRAL] And this here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Damn it.
[AGENT][NEUTRAL] Let me know when you're in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see 52.
[CUSTOMER][NEGATIVE] Invalid user name and password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm in
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm in, yes, all right.
[AGENT][POSITIVE] Perfect. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be it. Thank you. Thank you very much. Bye bye.
[AGENT][POSITIVE] Yeah. You're welcome and thank you for calling ATR. Have a good afternoon.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Right.