AccountId: 011433970860
ContactId: 8e7d38f7-ff18-4aac-b6fc-b680fab25240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201520 ms
Total Talk Time (AGENT): 99497 ms
Total Talk Time (CUSTOMER): 77838 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/8e7d38f7-ff18-4aac-b6fc-b680fab25240_20250603T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm an agent.
[AGENT][NEUTRAL] Yes, sir. How are you?
[CUSTOMER][NEGATIVE] Trying to create this account that y'all, I'm doing good. I'm trying to create this account, but it's not recognizing me.
[AGENT][NEUTRAL] OK. Um, so, how,
[AGENT][NEUTRAL] Alright did you follow the the step by step instructions that came out with the.
[AGENT][NEUTRAL] Um, the email box.
[CUSTOMER][NEUTRAL] I read the first part where it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I saw where it says to put your name, your
[CUSTOMER][NEUTRAL] Social security number and stuff. I didn't read any further. I couldn't get past that part so I didn't recognize my email or something.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Just a second, what email we have on file?
[AGENT][NEUTRAL] Give me just a minute.
[CUSTOMER][NEUTRAL] Create your OS.
[CUSTOMER][NEUTRAL] I'm gonna go agent and broker.
[AGENT][NEUTRAL] Uh, go ahead, yeah, do agency. Um, you tend to get more information doing it that way.
[CUSTOMER][NEUTRAL] Agency, OK, I'll I'll do agency then.
[CUSTOMER][NEUTRAL] Oh, with the tax ID number, is that going to be mine?
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Or the company here.
[AGENT][NEUTRAL] Who are you, let me just, let me look here. What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] With a [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your first name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] So are you appointed for with us or do you work at an agency who is appointed with us?
[CUSTOMER][NEUTRAL] Agency Capital Group Health Services Universal Trucking.
[AGENT][NEUTRAL] OK, OK, OK, so the agency you guys are gonna have to use the tax ID number. The agency has to set it up.
[AGENT][NEUTRAL] And then you would be added in as an appointment um like as an authorized user.
[CUSTOMER][NEUTRAL] That way I can see everybody in the business that calls in and I need to send them an ID card.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Mhm, yes, that's correct.
[CUSTOMER][NEUTRAL] So I need to go through the because you know, all the agents were able to get logged in on their personal.
[AGENT][NEUTRAL] And I, I
[CUSTOMER][NEUTRAL] We have about 9 agents and most of them other than me and [PII].
[AGENT][NEUTRAL] So I'm
[AGENT][NEUTRAL] I don't know if it, I just know that you have to be given permission from the main account and then you can set it up that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what email do you have on the main account?
[AGENT][NEUTRAL] Well, so, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Does he use in [PII].
[AGENT][NEUTRAL] Oh, it, it doesn't show me that, no, yeah, I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you're fine that helped. I appreciate it, appreciate that. OK, well thank you. OK, bye bye.
[AGENT][POSITIVE] OK, all right, yeah, thank you, bye bye.