AccountId: 011433970860
ContactId: da3d9305-a291-453b-ad6d-3e7ffea4766a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226550 ms
Total Talk Time (AGENT): 70188 ms
Total Talk Time (CUSTOMER): 92911 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/da3d9305-a291-453b-ad6d-3e7ffea4766a_20250227T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Miss [PII] on the phone. Uh her callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she is with group 26,690. I did verify her.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she's calling because she's been able to set up 3 of her groups in the online service center for her invoices but she can't get this one set up so she needs to speak with somebody.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, go ahead and send her on over.
[CUSTOMER][POSITIVE] OK, thanks [PII], you have a good day.
[AGENT][POSITIVE] Yes, ma'am. You as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understanding your question about setting up uh online service center for group 26,690.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. So, are you getting um like a, an error message or something?
[CUSTOMER][NEUTRAL] Yeah, it, um, when I tried to make an account.
[CUSTOMER][NEUTRAL] It wouldn't, it wouldn't take my I guess my email address because it wasn't probably the one on file.
[AGENT][NEUTRAL] Right, yeah. So, um, let's see here.
[AGENT][NEUTRAL] It could have been any of a couple of things, address, uh, phone number, and the um email address all have to match exactly. What uh address are you putting in?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I just wanna make sure that the the spelling of the project.
[CUSTOMER][NEUTRAL] But see it doesn't ask for that the actual.
[AGENT][POSITIVE] I'm so sorry, what was that?
[CUSTOMER][NEUTRAL] It doesn't ask for that. The only thing it asks for when I tried to.
[CUSTOMER][NEUTRAL] Do the new user thing is um the zip code, the city and the state.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. What zip code do you have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right, and your email address?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Alright, that's the address and the phone number you're using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's where we're getting off. I have um [PII].
[CUSTOMER][NEUTRAL] OK, so that's this number. OK, give me just a second.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Hopefully, that'll get it all cleared up for you.
[CUSTOMER][NEUTRAL] Yes ma'am, give me just a second, let me get it back in here.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK alright just let me create one.
[AGENT][POSITIVE] Awesome fantastic. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Awesome. Well, you have a great day. Thanks for calling ATL. Bye bye.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Yes.