AccountId: 011433970860
ContactId: ca86cc84-a741-474b-b5a8-8b1d61d62be6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268959 ms
Total Talk Time (AGENT): 90109 ms
Total Talk Time (CUSTOMER): 111016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ca86cc84-a741-474b-b5a8-8b1d61d62be6_20250603T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good thanks um [PII] question, did you guys change your your site or anything? Because it's giving me a really hard time to sign on.
[AGENT][NEUTRAL] We did.
[AGENT][NEUTRAL] Yes, so you'll have to recreate your account. It'll have to be like the user name will have to be your email address, um, so it's to kind of start from scratch and um recreate the account.
[CUSTOMER][NEUTRAL] OK, so I need to just so if I'm the administrator I would just go under and create a group account?
[AGENT][POSITIVE] Yes, that's correct. If you're with the group, yes.
[CUSTOMER][NEUTRAL] Uh, OK, so.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] I, I have no idea. I gotta look for it now because I always signed on and looked at my invoices.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, let's see, what's the name of your group?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's the I I believe it's under [PII] and [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or perhaps the dental care group.
[AGENT][NEUTRAL] Uh, OK, let's
[AGENT][NEUTRAL] Can't pull that one up. OK, what was the other uh name?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Uh, is that [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK, let's see, [PII].
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then do you have the billing address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what was your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yeah, it looks like we've got you set up as the contact, um, so you should be able to use that email address that you just provided, um, and just reset up your account, um, as the administrator.
[CUSTOMER][NEUTRAL] OK, and did I give you my group number?
[AGENT][NEUTRAL] Yes, your group number is 18537.
[CUSTOMER][NEUTRAL] 185.
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] OK, so 18537.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, beautiful thing.
[CUSTOMER][NEUTRAL] I will go ahead and set it up.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, if you have any issues at all, just give us a call back and we'll walk you through it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, hold on, hold on, don't go on me because it says um no no user was found this information was not entered try again so the group number 18537.
[AGENT][NEUTRAL] Sure, sure. Yeah, yeah.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Yeah, this pulled up.
[CUSTOMER][NEGATIVE] Uh, it's giving me an error.
[AGENT][NEUTRAL] OK, so did you do create your your OSC account?
[AGENT][NEUTRAL] Near the groove.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, 18537. Um, let me get back to your.
[AGENT][NEUTRAL] Make sure that we've got everything matching here.
[AGENT][NEUTRAL] OK, zip code, uh, let's see, what was your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what I've got.
[CUSTOMER][NEUTRAL] My phone number is.
[CUSTOMER][NEUTRAL] OK, office number is [PII].
[AGENT][NEUTRAL] With that.
[AGENT][NEUTRAL] City
[CUSTOMER][NEUTRAL] Uh, city is [PII]
[AGENT][NEUTRAL] We have [PII]. Is that right?
[CUSTOMER][NEUTRAL] OK, uh, either one.
[CUSTOMER][NEUTRAL] It's the Aventura, but sometimes it comes up [PII]. OK, now it took it, so it was that it says completed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, beautiful.
[CUSTOMER][POSITIVE] OK, thank you very much. I appreciate all your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a terrific day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] I