AccountId: 011433970860
ContactId: f26b7fcd-03a6-46fe-aa0a-e8b3adc02e11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262299 ms
Total Talk Time (AGENT): 93810 ms
Total Talk Time (CUSTOMER): 108013 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f26b7fcd-03a6-46fe-aa0a-e8b3adc02e11_20250429T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII]. I'm calling from Aia Solutions. I had a question.
[CUSTOMER][NEUTRAL] About um one of my groups.
[AGENT][NEUTRAL] OK, what, what's the group number?
[CUSTOMER][NEUTRAL] It is 2024128.
[AGENT][NEUTRAL] So 2024128.
[CUSTOMER][NEUTRAL] No, 24128.
[AGENT][NEUTRAL] 24128. OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK. And what can I help you with?
[CUSTOMER][NEGATIVE] OK, so, um, I see that groupermand her email as [PII]. She's trying to create the account but it's not letting her. It keeps on giving her an error.
[AGENT][NEUTRAL] For the OSC.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect let me take a look at that.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK I'm really quick just take a few.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] What was the employee's name that you said that was trying to create one?
[CUSTOMER][NEUTRAL] [PII] She doesn't have any benefits, but she is like her was there, I don't know.
[AGENT][POSITIVE] OK. OK, perfect.
[AGENT][NEUTRAL] Yeah absolutely so um whenever she's creating the um.
[AGENT][NEUTRAL] The OSC account it has to match exactly the information so like the tax ID has to match or um like the address has to match. Do you know what information she's entering when she's creating the account?
[CUSTOMER][NEUTRAL] She's putting the email like the group number I gave you the 24128, the zip code for the one that they have on file. Her phone number is City of [PII] and email [PII].
[AGENT][NEUTRAL] Yeah, yup.
[AGENT][NEUTRAL] So, um, it looks like it's not [PII], it's [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me tell her to try it again and then put hi, right? OK.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] OK, let me tell her to do that.
[AGENT][NEUTRAL] OK and then what's, do you know the phone number she's entering?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, no, is there a specific one that she has to put?
[AGENT][NEUTRAL] Yes, so, um, there has, there has to be the phone number that was provided to us whenever the group was set up so it can't be like her personal cell phone or her um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It it has to be the one that was matched with the um application.
[CUSTOMER][NEUTRAL] OK. Would you be able to tell me what that phone number is?
[AGENT][NEUTRAL] Um, if you guess it, I can tell you if it's correct, um, but I can't give that information. OK.
[CUSTOMER][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] I got it. Don't give me a minute. Hold on. Let me open it. um, I put it here.
[CUSTOMER][NEUTRAL] Master BPO.
[CUSTOMER][NEUTRAL] I'm opening it because you can hear.
[CUSTOMER][NEUTRAL] Uh, is it the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so let me tell her so she has to put [PII].
[CUSTOMER][NEUTRAL] [PII]. So her email will still be [PII]. That's not gonna be an issue.
[AGENT][POSITIVE] Yes, no, that won't be an issue.
[CUSTOMER][NEUTRAL] The zip code would be [PII].
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][POSITIVE] OK, perfect. Let me tell you again, if anything, I'll guess I'll call back.
[AGENT][POSITIVE] OK sounds great thank you.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.