AccountId: 011433970860
ContactId: c849768b-eb16-4817-8c74-05c2a246caea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92919 ms
Total Talk Time (AGENT): 18498 ms
Total Talk Time (CUSTOMER): 71440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c849768b-eb16-4817-8c74-05c2a246caea_20250606T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey you don't work.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am the group benefit administrator for our company, Nutrition Formulators Inc. and the group number is 17994.
[CUSTOMER][NEGATIVE] I am in the process of logging in again, earning again my login credentials since it changed last Monday, the log in and I already called and they told me what to do, and I did it and I, I, I am, they're going to send me now the verification code to my email, but it says here uh to display name giving name and surname. What am I supposed to write there?
[AGENT][NEUTRAL] A display name is just how you want it to to address you when the website pulls up.
[AGENT][NEUTRAL] So you can just put your name.
[CUSTOMER][NEUTRAL] Uh, but, but a title, a title, or, or like a, like benefit administrator or my name? OK, my name. So I'm gonna put my name. And then on, and, and then on given name.
[AGENT][NEUTRAL] Whatever you want.
[AGENT][NEUTRAL] Given names just your first name and surname is your last name.
[CUSTOMER][NEUTRAL] So it's gonna be the same 1st 1 and 2nd. OK, one moment.
[CUSTOMER][NEUTRAL] And, and, OK, OK, great. OK, then thank you very much. That, that, that was my question. I, I thought I needed to put the company name in there. OK. OK, thank you.
[AGENT][POSITIVE] Oh, OK. OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too. Bye. Bye.
[AGENT][POSITIVE] Thank you, bye bye.