AccountId: 011433970860
ContactId: f22e3377-e595-4016-a6d6-67a70e3d25b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239479 ms
Total Talk Time (AGENT): 87353 ms
Total Talk Time (CUSTOMER): 113072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f22e3377-e595-4016-a6d6-67a70e3d25b4_20250619T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with House of Deer Hair Salon. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm good. I am trying to set up the new online service center account.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I don't have my group number.
[AGENT][NEUTRAL] Oh, OK. Yeah, let's take a look.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I apologize, [PII], what was the name of the group again?
[CUSTOMER][NEUTRAL] Uh, house of Deer hair salon.
[AGENT][NEUTRAL] Is dear like D E A R or?
[CUSTOMER][NEUTRAL] Yes, DEAR.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then gender, if you'll just verify with me the address of the group, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. All right, the group number is gonna be 25315.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] And then let me just stick with me for just a second to make sure I'm gonna, I was surprised I was gonna log on my side to pay and I'm like, oh my God, I can't get in.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Um, yeah, everything did change this like it's been, I guess, like 2 weeks now, um, but yeah, everybody's having to recreate logins.
[CUSTOMER][NEUTRAL] 25315. I need to write that down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 25315 complete your account set up continue new password OK email address.
[AGENT][NEUTRAL] So yeah, at the top you need to put in the email and then get the verification code and then click verify before you do the password.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Well, I'm glad you said that because I was just pressing on.
[CUSTOMER][NEUTRAL] Let's see, yeah, I was carrying on, OK.
[AGENT][NEUTRAL] Yeah, yeah, I think you put the email in and then it says send verification code.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That was part of the
[CUSTOMER][NEUTRAL] Microsoft on behalf of American uh 0277.
[CUSTOMER][NEUTRAL] Verify code OK now.
[AGENT][NEUTRAL] Very
[AGENT][NEUTRAL] And then password yeah.
[CUSTOMER][NEUTRAL] Displaying.
[CUSTOMER][NEUTRAL] Is that the company I'm guessing?
[AGENT][NEUTRAL] You don't have to fill that in, but you can, yeah, it's not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I mean we're gonna just continue.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] OK, go to dashboard and now it's wants me to log in so we'll try it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then we send the verification code again.
[AGENT][NEUTRAL] Yeah, it's gonna do that every time now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that which is fine because you have to be so secure these days. We were just talking about it, how
[AGENT][NEUTRAL] It's true.
[CUSTOMER][NEGATIVE] I would rather do this 3 times and have my stuff stolen and hacked and all that.
[AGENT][NEUTRAL] I'm with you, yeah, I mean some people are kind of annoyed by it, but it was part of the enhancement just to add security.
[CUSTOMER][NEGATIVE] That's a pain.
[CUSTOMER][NEUTRAL] Yeah, um, it's.
[AGENT][POSITIVE] But I agree with you.
[CUSTOMER][NEUTRAL] Where did my screen go I wonder.
[CUSTOMER][NEUTRAL] Oh there, there it is.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Verify, continue.
[CUSTOMER][NEUTRAL] OK, there's my dashboard.
[CUSTOMER][POSITIVE] OK perfect I'm good.
[AGENT][POSITIVE] Alright awesome [PII] sounds good.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye you