AccountId: 011433970860
ContactId: 8690ded6-a53a-4a94-8b86-ea5ad601783c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120790 ms
Total Talk Time (AGENT): 51843 ms
Total Talk Time (CUSTOMER): 63858 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/8690ded6-a53a-4a94-8b86-ea5ad601783c_20250307T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][NEUTRAL] I'm good um I have somebody in contact with a group that's trying to set up the like OSC online and I was advised to call billing maybe you guys can help so she's not getting the verification email.
[CUSTOMER][NEUTRAL] And it's saying no identity on the OSC admin. Have you, do you guys know how to work around that?
[AGENT][NEUTRAL] Yeah, so what it is is the information she's entering in to create the account doesn't match what we have.
[CUSTOMER][NEUTRAL] Something is off in the information, is that it? OK.
[AGENT][NEUTRAL] Right, yeah, so it's a code, the phone number, um, I believe the city. Let me check quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I just never seen that message and
[AGENT][NEUTRAL] Fairly certain that's what it is, um.
[AGENT][NEUTRAL] New user, let's see.
[AGENT][NEUTRAL] OK, I'm gonna.
[AGENT][NEUTRAL] Alright, so the group number, of course, the zip code has to be the same and it has to be the billing zip code in case you know sometimes they have a separate uh physical address. The phone number has to be exactly the one that we have in the system.
[CUSTOMER][NEUTRAL] OK. Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The city and the email on record.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They have to match exactly what we have in our system.
[CUSTOMER][NEUTRAL] So she was reading them off to me. I felt like we were doing the right one, but let's see um.
[CUSTOMER][NEUTRAL] OK, um, I will just double check that with her again and make sure that all that is lining up, but that's what that would mean is that something's off there, OK?
[AGENT][POSITIVE] I believe that's that message, yes ma'am. If not, give us a call back and somebody else whoever answers could help you out, but I might, I might be the one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] No, that's all right I'll try that with her go step by step and hopefully that'll work thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.