AccountId: 011433970860
ContactId: f34c6ecf-ea21-467e-8134-5578fee0a3b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341700 ms
Total Talk Time (AGENT): 128197 ms
Total Talk Time (CUSTOMER): 104230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f34c6ecf-ea21-467e-8134-5578fee0a3b0_20250311T17:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with the agent's office. I, I actually called earlier, um, about the same issue, but another question came up. It's for Dean equipment. They have um 3 different companies. The HR was trying to log in.
[CUSTOMER][NEUTRAL] And uh she made an account for one but she couldn't add the other companies um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I called earlier we had found out because they each company has their own group number she would have to make separate logins now they're asking because on the bill they have one master number for the whole for all the groups can they register under the master number or does it have to be the group number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, that's a good question. I'm gonna make sure we get us some help, Ms. [PII]. um, can you please give me the one of the group numbers so I can verify the group with you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, give me one second to log back in. It logged me out.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, um, 267-59.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is uh the um agent's office that you're calling from and the email address?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[CUSTOMER][NEUTRAL] Well that's mine. It might be under [PII].
[AGENT][NEUTRAL] OK, and can you give me the broker?
[CUSTOMER][NEUTRAL] Yes, the broker is let me go to the other page.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK thank you I appreciate that and then one last verification can you give me the physical address for Dean equipment for the uh group number that you gave me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Sorry, I'm trying to get out of the page that I was in and I was having difficulty.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It's a [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying the group for me. I'm going to um put you on a quick hold, transfer you on over to group billing so that you can ask them if the master number can be used in the OSC for all 33 companies so it's gonna be just a quick hold Miss [PII] thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. I've got um [PII] with Crescent City, um.
[AGENT][NEUTRAL] On the phone, she's at the agent's office. I verified her. She is calling about group number 26759.
[AGENT][NEUTRAL] She called earlier because um they're trying to sign up for the online service center and because there's 3 companies they have to sign up for each company under each group number.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But she's asking a question about the master number um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, and uh so.
[CUSTOMER][NEUTRAL] I don't know anything about that thing. It's not something I've worked on yet.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Can I go ahead and transfer her and then maybe if you need to call her back you can or if you can find somebody like I am somebody to help her.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] What's uh your callback number?
[AGENT][NEUTRAL] Uh, her callback number is [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm, bye-bye.