AccountId: 011433970860
ContactId: d69f8482-1851-499d-aaf9-c4c5f032ece3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107559 ms
Total Talk Time (AGENT): 42838 ms
Total Talk Time (CUSTOMER): 42160 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d69f8482-1851-499d-aaf9-c4c5f032ece3_20250325T13:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. How are you doing? This is [PII] from claims.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I have, I'm good, thank you.
[CUSTOMER][NEUTRAL] I have uh Mr. [PII] from group number 80125.
[CUSTOMER][NEUTRAL] On the line he's trying to create in the account for the whole group.
[CUSTOMER][NEUTRAL] But apparently he's waiting for a code.
[CUSTOMER][NEGATIVE] And he said he hasn't, he hasn't received it.
[CUSTOMER][NEUTRAL] So I was wondering what's
[CUSTOMER][NEGATIVE] What code is that or how are you supposed to get it?
[AGENT][NEUTRAL] Um, I had someone else yesterday having issues with receiving the code. Bear with me and let me.
[AGENT][NEUTRAL] Let me look at the online service center real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You want me to give you the group number one more time or you got it?
[AGENT][NEUTRAL] 80125. Um, what I'm gonna do is I'm gonna email him the code because it it that I'll email them strictly from my email.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and let him know what to do with it, and he should be able to go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect, excellent so you're gonna send it to the uh.
[AGENT][NEUTRAL] [PII] at, yeah, [PII].
[CUSTOMER][NEUTRAL] Email he will receive it soon.
[CUSTOMER][NEUTRAL] Yeah, that's the email he gave me previously.
[AGENT][NEUTRAL] Alrighty, I just emailed it to him.
[CUSTOMER][POSITIVE] Thank you very much, OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good one bye.
[AGENT][NEUTRAL] You too. Bye.