AccountId: 011433970860
ContactId: c008e868-79dc-42cd-937c-22ed5061f2df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279829 ms
Total Talk Time (AGENT): 86641 ms
Total Talk Time (CUSTOMER): 87869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c008e868-79dc-42cd-937c-22ed5061f2df_20250623T19:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hey, I'm a uh group administrator for my company and I'm not able to log into the account so I can't pay you guys and I bet you won't be paid.
[AGENT][NEUTRAL] OK. What is your name and the group number, please?
[CUSTOMER][NEUTRAL] [PII] 25,920.
[AGENT][NEUTRAL] 20 OK thank you give me one moment.
[AGENT][NEUTRAL] OK, and [PII], verify the name of the group, mailing address, your email address and the phone number, please.
[CUSTOMER][NEUTRAL] Rower LLC.
[CUSTOMER][NEUTRAL] Uh, sorry, the name of the group and then you wanna what what address is [PII].
[CUSTOMER][NEUTRAL] [PII]. What else?
[AGENT][NEUTRAL] Uh, email address and the phone number.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, OK, I show a different phone number in the system. Was that the number that you're trying to use when trying to set up on the online service center?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That could be the issue because I do show a different number. It starts with a [PII].
[CUSTOMER][NEUTRAL] That's my personal number. That's my cell phone. It's not the billing address, uh, number.
[AGENT][NEUTRAL] Mm, that's what we have in the system. If it's incorrect, you can send an email to our care team so they can correct it in the system before you set up an online service in our account.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] OK, when I tried that, it also doesn't work with my phone number [PII].
[AGENT][NEUTRAL] I want.
[CUSTOMER][NEUTRAL] Can you help me reset my account please?
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Sorry, I'm trying to check something.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said the email address was again?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I see it [PII].
[AGENT][NEGATIVE] But it's still not going.
[CUSTOMER][NEUTRAL] That's not what my broker had, but I'll try that out.
[CUSTOMER][POSITIVE] That worked.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][POSITIVE] That worked, yeah, um.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So I guess that was the problem.
[CUSTOMER][NEGATIVE] And stupidly, um, I only had to put in my group number and the email address.
[CUSTOMER][NEUTRAL] But when I tried to do it with more information yesterday, it rejected it because I have my phone number wrong, so that'll teach me to give you more than that you asked for.
[AGENT][NEUTRAL] Oh, that's fine. Um, but the next step once you hit continue, it should uh have it to where you should receive a verification code that's emailed and you'll be able to set up your password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yep, I am doing that right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then from uh yeah so OK got it yep, I can handle the rest. Thank you for your help.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, OK, bye.
[AGENT][NEUTRAL] Bye.