AccountId: 011433970860
ContactId: b88ec9ba-6850-44c8-af5b-0826e6d18514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262739 ms
Total Talk Time (AGENT): 86187 ms
Total Talk Time (CUSTOMER): 103663 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b88ec9ba-6850-44c8-af5b-0826e6d18514_20250603T16:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, yes ma'am, I'm trying to register. I'm an employer, um, with the group account and I'm trying to register on the new site and it's not accepting my information. We actually have two accounts I was able to register one but it's not allowing me to do the second one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what is your name and that group number, please?
[CUSTOMER][NEUTRAL] My name is [PII] and the group number um is 25579.
[AGENT][POSITIVE] OK, thank you. Give me one moment, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and verify the name of the group and the mailing address?
[CUSTOMER][NEUTRAL] It is um Al Co and Investments and the mailing address is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and verify your email address for me, please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I'm showing a different email address.
[CUSTOMER][NEUTRAL] It may be [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] In the if it's not OK that's the one that I registered the other account and that accepted it.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Why is it not showing the group number?
[AGENT][NEUTRAL] OK and you said you set up an account under this group number?
[CUSTOMER][NEUTRAL] No, no, no, the other group number we have another company, um, New Orleans Premier with a group number of 25585.
[CUSTOMER][POSITIVE] And it allowed me to register that account.
[AGENT][NEUTRAL] OK. And which address did you use for that one, the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see because I think there's something different as far as with groups with the same um email. Give me one moment.
[CUSTOMER][NEUTRAL] Well, I, I see on my invoices that the 25579 shows up as a master number.
[CUSTOMER][NEUTRAL] And then there's a group number. I'm gonna look at my bill for this other account. One second.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Group with multiple group numbers.
[AGENT][NEUTRAL] OK that's.
[AGENT][NEUTRAL] 28.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] OK, it looks like with the new system being set up, um.
[AGENT][NEUTRAL] If you have more than one group number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so you would need to email us with the group numbers and the uh the new email address to update in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, OK, I can do that. Who am I sending the email to?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK, and OK, OK, I'll send that over right now. So you just need the um email address on record and our group number to set that up.
[AGENT][NEUTRAL] Um, but, uh
[AGENT][NEUTRAL] Excuse me, I'm sorry, cut choke. Yes, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no, you're good, yes, OK, I'll forward that to you right now.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Thank you for your help. OK, bye bye. Bye.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Have a great day. Bye.