AccountId: 011433970860
ContactId: 1f0c1ed3-b9e0-41c4-bdbc-4ca26d19b3d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211940 ms
Total Talk Time (AGENT): 87560 ms
Total Talk Time (CUSTOMER): 68240 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1f0c1ed3-b9e0-41c4-bdbc-4ca26d19b3d1_20250625T18:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I was wondering if you can help me out. Um, I'm calling from, uh, the nursery, and, um, I went online to try to pay my, my thing and it says welcome to the OSC. Did they change the website?
[AGENT][NEUTRAL] Yes ma'am. On [PII] we changed our website portal. Um, are you the are you the on [PII], I wanna say [PII] in about 4 weeks.
[CUSTOMER][NEUTRAL] I, I'm where?
[CUSTOMER][NEGATIVE] [PII], you mean [PII], right? Oh, I was gonna say, wow, I'm super, I'm super behind.
[AGENT][NEUTRAL] Sorry, yes, [PII], yes, yes, yes.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I knew I had gone in and paid. I was like, what? OK. So I'm doing since you change, so what do I have to do to go into my account and pay?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah absolutely so um let me transfer you over to our billing department um they will be able to help you with like on the group level side of things, but what was your name?
[CUSTOMER][NEUTRAL] [PII] with Plancia Nursery.
[AGENT][NEUTRAL] [PII] with Lascentia Nursery.
[CUSTOMER][NEUTRAL] So yes.
[AGENT][NEUTRAL] OK, and do you have the group number?
[CUSTOMER][NEUTRAL] The the group number, let me see this here, hold on, yeah, group number 24464.
[AGENT][NEUTRAL] 24464. OK, let me put you on a brief hold. I'm gonna try and get someone from billing to assist you with this, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing good thank you um I have a [PII] on the line and she is the group um.
[AGENT][NEUTRAL] But she's calling about the group um OSC account and she needs help setting that up and I was curious if you have the availability to help her.
[CUSTOMER][NEUTRAL] I do what's the group number?
[AGENT][NEUTRAL] It's gonna be um 24464.
[CUSTOMER][NEUTRAL] Alright, let me get that pulled up real quick. Has your information been verified?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It has not, no.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] OK perfect I'm gonna introduce you and then I'll hop off the call OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK I see what I mean.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][POSITIVE] OK perfect. I have [PII] from our billing department um she'll be able to assist you with your OSC account, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][NEUTRAL] Of course, of course.
[CUSTOMER][NEUTRAL] Like she said my name is [PII].