AccountId: 011433970860
ContactId: dc7614d6-1eee-4d84-afa1-1475cabdf5f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210960 ms
Total Talk Time (AGENT): 58682 ms
Total Talk Time (CUSTOMER): 85656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/dc7614d6-1eee-4d84-afa1-1475cabdf5f8_20250605T22:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing well, um, so I work for NRS staffing. I'm in the accounting department. We have a, a policy with you and I'm.
[CUSTOMER][NEUTRAL] I went online and it looks like you guys have a new platform that I'm trying to sign up for.
[CUSTOMER][NEGATIVE] And it keeps saying there's no user found when I do a sign up.
[AGENT][NEUTRAL] OK, and what's your
[CUSTOMER][NEUTRAL] I don't know if I'm
[CUSTOMER][NEUTRAL] Wrong number or what?
[AGENT][NEUTRAL] Is this for the group account?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You have your group number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 257-58
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then what is the address of the group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the email address associated with your group?
[CUSTOMER][NEUTRAL] It's my first name my last name, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so if you are at the site, um, if you'll go to create an OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll pick group and the next.
[CUSTOMER][NEUTRAL] Yeah, I, I did that and I entered up the same stuff I just told you. The only thing that I could be off is I don't know what phone number they put on, put down, so I don't know if that's causing the issue.
[AGENT][NEUTRAL] Oh, OK, what phone number um would did you enter?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I tried [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Which is my cell phone. I don't know if I would ever have done that.
[CUSTOMER][NEUTRAL] I tried the company counting line.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Um, that one is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it looks like we have [PII].
[AGENT][NEUTRAL] You try that number.
[CUSTOMER][NEUTRAL] They have that
[CUSTOMER][NEUTRAL] I knew it was the phone number. Let's try it.
[CUSTOMER][POSITIVE] Yep, it works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] What a simple fix.
[AGENT][NEUTRAL] Yeah, there will be a 2 factor verification so it's gonna ask you to verify a code. It'll send an email and then once you're in it'll also, it'll verify once again so just an FYI on that.
[CUSTOMER][NEUTRAL] I'm sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right, I should be able to it's probably self explanatory from here on now. I just couldn't get past that part.
[AGENT][NEUTRAL] OK, anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, that should be OK. I thank you so much for your help though.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.