AccountId: 011433970860
ContactId: a3b55f4c-c01f-420c-9ab3-34389393ebf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483410 ms
Total Talk Time (AGENT): 212316 ms
Total Talk Time (CUSTOMER): 75059 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a3b55f4c-c01f-420c-9ab3-34389393ebf3_20250306T15:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to set up um a new account online and it's not sending me a verification code.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let's see what we can do. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the group number, [PII]?
[CUSTOMER][NEUTRAL] Group number is 26945.
[AGENT][NEUTRAL] Can you get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wow
[AGENT][NEUTRAL] What's the name and address of the group?
[CUSTOMER][NEUTRAL] Bliss Salon, [PII] or [PII].
[AGENT][NEUTRAL] OK perfect and what's the email address um that we have on file?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a second, let me see what's going on.
[AGENT][NEUTRAL] OK, and that's where the verification code needs to go to is to [PII], correct?
[CUSTOMER][NEUTRAL] Yes, there's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's what I was looking into making sure.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Have you checked your spam on the live one?
[CUSTOMER][NEUTRAL] Yes. Yeah, I'll check again, but yeah, I've been checking.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] Yeah, it's not.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Let me check something else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not really sure why is it not giving you that, um.
[AGENT][NEUTRAL] Because it is correct in the system, it is active in the system.
[AGENT][NEUTRAL] The the renewal is complete, so I should not let me.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, I'm just trying to see what happened.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And it could be the email, but um because um yeah, I know that sometimes I got problems with my [PII] account. It takes forever to get this because I don't know why.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I have one, and it's just, yeah, I'd rather use my Gmail all the time because [PII] is like, oh goodness, OK, um, but let's see, so what I can do for you since um I'm not sure why it's not you're not receiving that email is give you the verification code. Now it is a long number and it has um long letters and a number.
[CUSTOMER][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So if, if you don't want, you don't just go ahead and um write it down so you can get in and create, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK. And the last time you tried this, was it last night or was it today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK. You tried it today.
[CUSTOMER][NEUTRAL] Uh, I tried it today. I tried it yesterday and I just now tried it.
[AGENT][NEUTRAL] OK, when you tried it today, did you try to create again the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, got you. OK. So let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, and it's all, um, well, most of us, most of it is cap, so I'll have to give it to you just like it appears. OK, so it's gonna be um [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're going out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Lowercase [PII].
[AGENT][POSITIVE] The number one.
[AGENT][NEUTRAL] L as in Larry.
[AGENT][NEUTRAL] T as in Tom.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] R as in Robert.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Capital L as in Larry.
[AGENT][NEUTRAL] T as in Thomas.
[AGENT][NEUTRAL] And capital letter A as in Alpha.
[AGENT][NEUTRAL] Or apple.
[AGENT][NEUTRAL] I think
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Um, if you can just try that to see if it will work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I was typing and then OK now let's start.
[CUSTOMER][NEUTRAL] All right, it's letting me get in.
[AGENT][NEUTRAL] OK, perfect. So it's asking you to create the account now.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK. You think you got it from here or is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][POSITIVE] All right, OK, well, thank you for calling ATL. You have a good day. If you have any other troubles or any other questions, just feel free to call us back, OK, you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.