AccountId: 011433970860
ContactId: 932099f8-e738-4e15-bd85-38e71a7c8fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235970 ms
Total Talk Time (AGENT): 106500 ms
Total Talk Time (CUSTOMER): 95626 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/932099f8-e738-4e15-bd85-38e71a7c8fa2_20250604T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, you're breaking up a little bit.
[AGENT][NEUTRAL] Yes ma'am, this is [PII] with APL. How may I help you? Yes ma'am. Can you hear?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Oh hi hi how
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, kinda I don't know if you're breaking up or I'm breaking up, but um yeah um I.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Received um an email trying to set up our account we have an account we had it set up the person who had the log in information has left and we're not able to retrieve our invoices or make payments or set up our payment account or anything.
[CUSTOMER][NEGATIVE] So I'm going through trying to make an account and it's telling me that my email on record I've tried every email that I know that it could be and it's telling me that it's not on record.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, I can help you with um the online service center. Can you please give me your name and your uh callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes, my name's [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] 3160
[AGENT][NEUTRAL] OK Miss [PII], let me look.
[AGENT][NEUTRAL] OK, and then what is your group number?
[CUSTOMER][NEUTRAL] 25,760
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull you up real quick.
[AGENT][NEUTRAL] OK Miss [PII], um, you did mention that your group contact is no longer there and they have left, is that correct?
[CUSTOMER][NEUTRAL] Yeah, our group, I, I think our group I don't know who our group contact is honestly I mean I could throw out names but our HR department is telling me to call and make a new account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I just
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gotta get this figured out.
[AGENT][NEUTRAL] Yes ma'am, I understand. So what we'll need is for your group contact to send an email.
[AGENT][NEUTRAL] To the care team to let us know that that um contact information has changed so we could update your account on on our system so that you'll be able to set up the online service center with the new account information.
[CUSTOMER][NEUTRAL] OK, and who do we email what's the care team email?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you cut out a little bit. So care team at AM what?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and are you able to tell me who our current um.
[CUSTOMER][NEUTRAL] Person is who needs to email you?
[AGENT][NEUTRAL] I'm not, no.
[AGENT][NEUTRAL] No, ma'am, I'm not allowed to give that information out because you're not the contact person on the group.
[CUSTOMER][NEUTRAL] If I say the person's name, could you confirm?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so [PII] is the person who left.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. I can get her to email you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Yes, so she can do that, please. OK. All right. Thank you. You're welcome, Miss [PII]. I hope you have a wonderful rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.