AccountId: 011433970860
ContactId: a6092e43-ade1-4c64-bd7c-e071aff35557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598659 ms
Total Talk Time (AGENT): 93709 ms
Total Talk Time (CUSTOMER): 97685 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a6092e43-ade1-4c64-bd7c-e071aff35557_20250617T21:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with governmental Management Services and um our group number is 21302.
[CUSTOMER][NEUTRAL] And I called week before last trying to get um.
[CUSTOMER][NEGATIVE] Into your new online service center and um I think somebody was supposed to call me back or send me an email and I never received anything and I'm still unable to register and I'm a group administrator and I really need.
[AGENT][POSITIVE] To get into your account. Yes, and I'm definitely sorry um no one reached out to you, um, and I'm sorry for this experience. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] To be able to log in. Yeah, yeah.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah you can call me at [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that was um group number 21302.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify the group name, address, and your email address.
[CUSTOMER][NEUTRAL] Um, group name is governmental Management Services, um.
[CUSTOMER][NEUTRAL] So the, the invoice address is different for I I so I think.
[AGENT][NEUTRAL] Oh, you can give either one.
[CUSTOMER][NEUTRAL] OK, the invoice address is [PII]. My email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so [PII], do you mind if I place you on a brief hold? I'm just gonna um try to go through it on my end as a group and see what I can see. OK. All right, hold on one moment. You're welcome.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, oops, that's all I want.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What's the good number 21302.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So I have um [PII] on the other line and she's going to be assisting you with the um online service center, OK?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Before I transfer you, is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][NEUTRAL] Alright, thanks for calling APL. Hold on one moment.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sorry, are you on mute?
[AGENT][NEUTRAL] Oops, I didn't mean to create a PDF Tory.
[AGENT][NEUTRAL] Are you on mute?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Hold on one second, OK?
[CUSTOMER][POSITIVE] Hi [PII]. OK, thank you.
[AGENT][NEUTRAL] Hey, you good? OK.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thanks so much for holding. I have [PII] on the line to assist you further, OK?
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello this