AccountId: 011433970860
ContactId: 962b3a59-fd5d-4a3f-8463-ca8340919a57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405100 ms
Total Talk Time (AGENT): 149529 ms
Total Talk Time (CUSTOMER): 205162 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/962b3a59-fd5d-4a3f-8463-ca8340919a57_20250310T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hello Meet and good group billing. This is [PII] in customer service new business APL. I'm not sure where anyway, I have policy number, I mean.
[CUSTOMER][NEUTRAL] Group number 26965.
[CUSTOMER][NEUTRAL] Look at this group with me. I'm going to need your assistance on the online service center please, ma'am.
[AGENT][NEUTRAL] Oh, no, I see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 26965, there's not an invoice out there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] No, she no, she's trying to get her account set up.
[CUSTOMER][NEGATIVE] I mean that's why I need mean that I'm going to need your assistance because she's tried to set it up it will not she cannot get a verification code I've tried to set it up a verification code will not come through and I was thinking there was something that I've been told that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can give it, we can give them the verification code. You can email it.
[CUSTOMER][NEUTRAL] That's what I was.
[CUSTOMER][NEUTRAL] OK, um, should it come to me or to her since I'm the last one who tried, or does it matter?
[AGENT][NEUTRAL] It's gonna, the, the verification code is not gonna change.
[CUSTOMER][NEUTRAL] OK. All right. So can, um, I'm just gonna put you on the line with her cause I did let her I'm not leaving you.
[AGENT][NEUTRAL] You, well, no, no, what I was gonna tell, but I was gonna tell you, you know how, uh, do you have access to the profile administrative?
[CUSTOMER][NEGATIVE] I'm not leaving you.
[CUSTOMER][NEGATIVE] I don't even know what the heck that is.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, we, we just can tell her that we can email her uh the verification code.
[CUSTOMER][NEUTRAL] All right, will you go ahead, let me put her on here and I'm gonna, I'll just tell her that just in case we have some additional questions, so I'll have to call you back. Thank you, dear.
[AGENT][NEUTRAL] That's fine.
[AGENT][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] OK, are you there, [PII]? Yeah, I'm here. Alright, [PII], I have [PII] from our billing department now she's going to email you and and [PII], this is [PII] the group contact um [PII]'s going to email I'm sorry [PII] is going to email you the verification code. OK. I'm going to come out of it now and.
[CUSTOMER][NEUTRAL] I'm gonna stay on the phone with the two of you and she's about to send that.
[CUSTOMER][NEUTRAL] To you in just a moment, am I right?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, I gotta make sure everything's correct. Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get out of everything else. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I know you weren't prepared. I didn't prepare you for the call. I do apologize.
[AGENT][POSITIVE] No, I wasn't. No, she does. uh, it's all good. We, we're gonna get this.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm thinking in the meantime I need to email our IT people and see if maybe this was blocked somehow coming from that email address [PII] and OK.
[AGENT][NEUTRAL] And it could be, it could be, so you might want to check your junk mail or your spam.
[CUSTOMER][NEUTRAL] I did yeah I did it's not there. I'm thinking maybe they blocked it or something so I'm gonna shoot them an email and just ask them to um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Set it to where I can get those emails.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] And that is a good idea because I'm sure our company has blocked or has blocked, not sure of I, I mean I know they have blocked emails coming in so yes that's a good idea.
[CUSTOMER][NEGATIVE] Never know when you're gonna when you know what's legit and what's not legit out there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Absolutely. Um, now, [PII], whenever I do send this code to you.
[CUSTOMER][NEUTRAL] It's crazy.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, you're gonna want to copy and paste it because it is case sensitive and um it's just easier and once you see the verification code you'll understand why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just the air fryer, yeah, well, if I can get it.
[CUSTOMER][NEUTRAL] One of them
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm just gonna send you your email.
[AGENT][NEUTRAL] That's what I was gonna do.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Trying to copy and paste and that's what I.
[AGENT][NEUTRAL] So I'm not putting anything in here except for just the verification code.
[CUSTOMER][NEUTRAL] What is gonna be your subject?
[AGENT][NEUTRAL] A verification code.
[AGENT][NEUTRAL] If I can spell.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Just let me know if you get it.
[CUSTOMER][NEUTRAL] And that's gonna come from a [PII].
[AGENT][POSITIVE] Yes. I'm sorry. Thank you, [PII]. I was just fixing to say that. You got me.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No, no, I was just asking, I didn't know if you had a general email as in billing at a, you know, from a list.
[AGENT][NEUTRAL] It's coming through. It's coming from my from my.
[CUSTOMER][POSITIVE] OK, OK, wonderful.
[CUSTOMER][NEUTRAL] Alright, I just got the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, the verification code itself is gonna be in.
[CUSTOMER][POSITIVE] Yeah, I got it and I'm I'm putting it and I'm hitting next. OK, I'm in there now I can create my account.
[AGENT][NEUTRAL] In the body, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much appreciate that. Oh, you did OK, you, you haven't set your user name.
[AGENT][NEUTRAL] You are so
[CUSTOMER][POSITIVE] Yeah I gotta set up my uh all that OK but you're in there OK. I'm in there yeah the uh verification code worked yeah. Wonderful thank you so much [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome. If y'all need anything else, [PII].
[CUSTOMER][NEUTRAL] We will. Uh-huh.
[AGENT][NEUTRAL] You got any other questions?
[CUSTOMER][NEUTRAL] Uh, no, we don't need anything else right now, no, ma'am, I don't, not right now.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and y'all have a wonderful day.
[CUSTOMER][POSITIVE] Thank you [PII] you as well.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][POSITIVE] I'm gonna stay with you for a moment, [PII].