AccountId: 011433970860
ContactId: dcb88029-267f-40ca-9425-1aff89faf79f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244229 ms
Total Talk Time (AGENT): 100615 ms
Total Talk Time (CUSTOMER): 115277 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/dcb88029-267f-40ca-9425-1aff89faf79f_20250117T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, [PII], hi, this is [PII] with um Mike's Auto Glass, and um, I received an email.
[CUSTOMER][NEUTRAL] Um, about getting access to our most recent invoice and um it said for here click here to log in.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] When I go, I've never been on there before so when I go to log in um.
[CUSTOMER][NEUTRAL] Well, did the new user, um, an employer or group because um the employer?
[CUSTOMER][NEUTRAL] Um, it's not letting me, um, it's saying that I that I like don't exist or whatever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], um, can you please give me your group number?
[CUSTOMER][NEUTRAL] Sure, it's 268-887.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's see if we can help you with that online service center.
[AGENT][NEUTRAL] Let me pull in your group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please uh verify the physical address for your group?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information to me.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look for group online service center you're having troubles and you've never signed up before?
[AGENT][NEUTRAL] Have you, um
[CUSTOMER][NEUTRAL] No, I.
[AGENT][NEUTRAL] OK. I've got.
[AGENT][NEUTRAL] A question for you, did you, uh, get in touch with group business for them to give you the um email clarification in the beginning process? have you talked to them at all?
[CUSTOMER][NEUTRAL] No, I haven't talked to anyone and the email just came to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right. uh, yes, ma'am, yeah.
[CUSTOMER][NEUTRAL] Which is me, so maybe you have to.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on one second, I don't know that [PII] that was um in capital letters maybe that's why.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, go ahead and check that. No, OK, alright, let me, let me look and see um if I can see anything on my end.
[CUSTOMER][NEGATIVE] No, no, that didn't work.
[CUSTOMER][NEUTRAL] No, hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's showing you as the contact person it's got the address um which email address are you using?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, that's correct.
[CUSTOMER][NEUTRAL] Is the phone number right at the [PII]?
[AGENT][NEUTRAL] No ma'am, the phone number that we have is the [PII].
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, maybe that's OK, that's where I'm located, so.
[AGENT][NEUTRAL] You want to try
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm just.
[CUSTOMER][NEUTRAL] OK, let's try that. OK.
[CUSTOMER][POSITIVE] Uh, um, uh, yeah, it's gonna, it's sending me a verification code. OK, so it's the phone number. OK, I'll um get in there and figure our life out. Thank you so much. Have a good day.
[AGENT][NEUTRAL] Are you in?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Awesome. OK. Yeah, it's a.
[AGENT][POSITIVE] You're welcome. Thank you, Ms [PII]. You have a blessed weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] You too. Alrighty, bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.