AccountId: 011433970860
ContactId: a5b91ad2-6d21-40da-a1cd-e65ce5e9ef93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522080 ms
Total Talk Time (AGENT): 169112 ms
Total Talk Time (CUSTOMER): 180104 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a5b91ad2-6d21-40da-a1cd-e65ce5e9ef93_20250318T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, I'm, uh, I'm calling because I need a verification code to set up my account.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, OK, um, for the online service center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is uh [PII]. [PII], and uh my number is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], um, you're calling on behalf of a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the group number?
[CUSTOMER][NEUTRAL] Yes, I do. Let me check the email that I received. One second please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, it's uh 80127.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and may I have the name of the group and the mailing address and the email address on file? I'm sorry.
[CUSTOMER][NEUTRAL] Um, yes, it's uh all plus computer systems.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the address is um [PII].
[AGENT][NEUTRAL] OK, what's your email address?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, and may I have your email address for verification?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] At all plus.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. That is what we have. And it looks like you tried to register but it didn't go through. Um, you said that you were.
[CUSTOMER][NEGATIVE] No, we did, but I, I, I mean, I'm, I'm waiting like it's been a while that I'm waiting to receive a verification uh code and I didn't receive anything on my email. I even checked the spam folder and there's nothing.
[AGENT][NEUTRAL] Mhm. OK. And uh let's see, let me check something really quick.
[AGENT][NEUTRAL] And you said the email is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, go ahead. [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we don't have it correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go ahead and give you this verification code and see if you can get in with that. Um, OK, and it's gonna be a lot of letters and numbers, so it is a long one, OK. So it's mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it uh all capital letters or lower case letters or it doesn't matter?
[AGENT][NEGATIVE] It's all mixed up, it's all mixed.
[CUSTOMER][POSITIVE] Oh Jesus, OK, no problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's why if you have pen and paper, it's better to write it down just in case.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because it's it's really like different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I was gonna try to put directly on because I have the website open so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, hold on, OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Lowercase.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm. Go ahead, go ahead.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Lowercase lowercase d.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uppercase P. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat to you, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Uppercase [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yes, create an account. Perfect. OK, I think, I think, I think we're good.
[AGENT][NEUTRAL] Mm. Mm.
[AGENT][NEUTRAL] Do you want me to stay until you create the account just to make sure you get in successfully?
[CUSTOMER][NEUTRAL] I is that OK?
[AGENT][NEUTRAL] Yeah, it's fine. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, um.
[CUSTOMER][POSITIVE] Your account has been successfully created.
[AGENT][POSITIVE] Mm, perfect. OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APA. Have a good day, Mr. [PII]. Thank you. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] Alright