AccountId: 011433970860
ContactId: 14dcb4e0-5b03-4c02-8091-ffe3ce353b7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205479 ms
Total Talk Time (AGENT): 99929 ms
Total Talk Time (CUSTOMER): 75060 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/14dcb4e0-5b03-4c02-8091-ffe3ce353b7f_20250625T15:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Lowland Construction. I'm trying to go online and for some reason they changed things up and I was just checking on it.
[AGENT][POSITIVE] Sure, I can assist you. Mhm. Yes, yes yes. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] To check my billing.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the group number, ma'am?
[CUSTOMER][NEUTRAL] Um, 25433.
[AGENT][NEUTRAL] Thank you. OK, and I just need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][POSITIVE] Perfect, thank you. OK, um, Ms. [PII], it looks like um we have sent an email back in the end of May indicating that all accounts needed to be recreated. Um, so you just need to go ahead and recreate your account with the OSC, um, I can help you with that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, where do, uh, do I go to the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you will go there and then you will click on create account group and you're gonna just go ahead and fill out the information that has the red asterisk, which is the group number and the email address only.
[CUSTOMER][NEUTRAL] And then just create
[CUSTOMER][NEUTRAL] Let's see, a big group. OK, group number hold on I'll do it while you're right here so I can.
[AGENT][NEUTRAL] Mhm. Sure, yes.
[CUSTOMER][NEUTRAL] Uh, zip code [PII].
[AGENT][NEUTRAL] Oh you don't need to pull that. That's just gonna make it not go through just the group number and the email address.
[CUSTOMER][NEGATIVE] No user was found with this information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You put all the information and go ahead and close out of it and go back in. Only put the group number and the email address, so close that tab so it doesn't get stuck and then go back to the website.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, maybe I was let's see.
[CUSTOMER][NEUTRAL] Alright, so it's the
[CUSTOMER][NEUTRAL] Alright, it says create your OSC account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is this where I go? OK, and then group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then next, so let me just do the group number 25433 and my email.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, complete your account set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It looks like it just needs my password and all that, so it looks like I'm good.
[AGENT][NEUTRAL] Yes, um, just make sure when you get in, um, verify that email address that's the first thing you need to do. You're gonna get a um code, just verify that code and then after that you can just create your account. It is gonna ask you for a code when you go back in and that's an extra security measure, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, great, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] the