AccountId: 011433970860
ContactId: 84284758-bc9f-45f1-aee8-34dc2af98c10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229110 ms
Total Talk Time (AGENT): 88555 ms
Total Talk Time (CUSTOMER): 127907 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/84284758-bc9f-45f1-aee8-34dc2af98c10_20250623T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] calling from Sergeant Marine. I went online to, to, uh, print out the invoice.
[CUSTOMER][NEGATIVE] Uh, and asked me to, uh, sign up for a new, uh, um, process I can uh to, to get my, uh, invoices. I'm trying to do that and every time I click next it gives me an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That the information doesn't match whatever you have, so can you help me out please?
[AGENT][NEUTRAL] Do you?
[AGENT][POSITIVE] Yeah, absolutely. I'm sorry for the frustration. Do you have the group, do you have the group number?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yes, yes, it's 23 25,230.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group name, please?
[CUSTOMER][NEUTRAL] Sergeant Marine.
[AGENT][NEUTRAL] And then can you verify the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so when you click the sign up for OSC account you're clicking on group, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so the email that's on here for the group is uh [PII]'s email. It's [PII].
[AGENT][NEUTRAL] Or excuse me.
[CUSTOMER][NEUTRAL] [PII], no, it's [PII].
[AGENT][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you put that email in and then the group number 25,230. Is everything else blank?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No, it's asking me for a phone number which is [PII]. I think you have [PII] and then the city is [PII]. The email address is my email address and the state is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So take out the take out the zip code, phone number, city and state just put in the group number and email.
[CUSTOMER][NEUTRAL] And when I
[CUSTOMER][NEUTRAL] A group number and email. OK, I will do that.
[CUSTOMER][NEUTRAL] Put it on next.
[CUSTOMER][NEUTRAL] Oh, complete your account set up, continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK new password it's.
[AGENT][NEUTRAL] First you need to send yourself a verification email at the top so it's gonna say verify email, put your email in and put um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna need to
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][NEUTRAL] Yeah, so once you get the code, put the code in and then click verify and then create your password.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So going forward your email's always gonna be the user name with this new set up.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this is verifying the code is I have the code.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] Verify code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, so from now on my my user ID is gonna be my email address.
[AGENT][NEUTRAL] Correct and now you'll just set up whatever you want the password to be OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you I appreciate it bye.
[AGENT][POSITIVE] You're welcome. Uh-huh. Bye-bye.