AccountId: 011433970860
ContactId: b6548f59-1839-44d7-bf5e-d200dc949d85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475679 ms
Total Talk Time (AGENT): 111717 ms
Total Talk Time (CUSTOMER): 216121 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b6548f59-1839-44d7-bf5e-d200dc949d85_20250609T17:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK so the policy. Our group number is 15728.
[AGENT][NEUTRAL] Uh, I can hardly hear you. Um, it sounds muffled. What was this?
[CUSTOMER][NEUTRAL] I don't know. It's like everybody's complaining about this. I can't hear you now. I can hear pretty perfectly. Can you hear me now?
[AGENT][NEGATIVE] Uh, it sounds really muffled.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Let me move here. Can you hear me now?
[AGENT][NEUTRAL] It still sounds the same. Um, I can, I can try to decipher, uh, you say your group number was 15728?
[CUSTOMER][NEUTRAL] Is it better?
[CUSTOMER][NEUTRAL] Yeah, 15728.
[CUSTOMER][NEUTRAL] OK, I have sent an email to the.
[CUSTOMER][NEUTRAL] Because I was not being able to get into my account and uh.
[CUSTOMER][NEUTRAL] I tried in many different ways and I try to create an account and I have entered every email possible that you could be there on record.
[CUSTOMER][NEGATIVE] And it's just not nothing is coming up so they responded to me to create a new account.
[CUSTOMER][NEGATIVE] So, I'm doing that, but I still have the same issue. I, none of the emails that I put in that are on record are coming out. I, I, I don't have an email.
[AGENT][NEUTRAL] OK, and what was your
[CUSTOMER][NEGATIVE] I don't even know who to put anymore.
[AGENT][NEUTRAL] What was your first and last name?
[CUSTOMER][NEUTRAL] My name is [PII] and my last name is [PII]
[CUSTOMER][NEUTRAL] No, I'm not. I took mine. I don't know if that is one that was in my class from [PII]'s right. I think yeah, I guess that was here before, but I was here before.
[CUSTOMER][NEUTRAL] I put a general email which is HR support center. I put our managers. I put everybody's email and none of them filled in.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] Um, our good name is, um.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like the group contact was [PII].
[CUSTOMER][NEUTRAL] I switched her email address and it doesn't recognize [PII].
[CUSTOMER][NEUTRAL] Because it's not um.
[CUSTOMER][NEUTRAL] I can I mean I find everybody's email.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what's the telephone number for the group?
[CUSTOMER][NEUTRAL] OK. The telephone number that we have right now is [PII]. I'm not sure if that's what you have on.
[AGENT][NEUTRAL] No, it's not, and it's probably the telephone number that we've got a [PII] area code.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We have the steel and.
[CUSTOMER][NEUTRAL] Number is [PII].
[CUSTOMER][NEUTRAL] smart phones in a while.
[CUSTOMER][NEUTRAL] I have done.
[CUSTOMER][NEUTRAL] HR phone number.
[CUSTOMER][NEUTRAL] It will be a [PII] so sort of the number you give me um.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So [PII] something like that maybe.
[AGENT][NEUTRAL] Um, it, it was.
[CUSTOMER][NEUTRAL] Is it working? Is there a way I can change it?
[AGENT][NEUTRAL] So the only person that can change anything on the account is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] She's a group contact.
[CUSTOMER][NEUTRAL] Um, OK, I'll talk to them.
[AGENT][NEUTRAL] But uh did you, I, I was, I was still having a hard time hearing, but it was [PII]. There was another number that you mentioned?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I think that it's either [PII]. I think that was those were the first three numbers of the phone number that we had before.
[AGENT][NEUTRAL] [PII], yeah, we've got [PII] and then you have the last four digits?
[CUSTOMER][NEUTRAL] [PII] or something similar to that. I can't recall the old phone number.
[AGENT][NEUTRAL] OK, so is [PII] available?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's in a meeting right now. Let me see if she's done so I can.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, hi, this is, uh, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, hold on, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] OK, I've, it's still very muffled, so I'm having a hard time hearing. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]. Last name [PII]
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] OK. And then what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so when setting up the account, it's gonna have to be under that email and then the phone number we have, which will have to also be used when setting up the account is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, so you need my email address and the phone number.
[AGENT][NEUTRAL] Yes, it has to be the email address of the uh that we have for the group record. So if if that needs to be changed, you'll have to email our [PII] if you wanna change your group contact.
[CUSTOMER][NEUTRAL] But it's not I don't think.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no problem. No problem at all.
[CUSTOMER][NEUTRAL] OK, that's for you.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yes