AccountId: 011433970860
ContactId: 2937900d-4266-4ba1-b3ef-0b497b99ec45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271829 ms
Total Talk Time (AGENT): 101128 ms
Total Talk Time (CUSTOMER): 92751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2937900d-4266-4ba1-b3ef-0b497b99ec45_20250625T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Eastern Petroleum and I, I had a log in and you've changed your login information, so I need to know what to do to get a log in so that I can get our invoice.
[AGENT][NEUTRAL] OK, I'll be happy to help you with that. Um, could you, uh, repeat your name for me one more time? I didn't quite get that.
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][NEUTRAL] [PII], OK, and is the number that you're calling from a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And what is your group number?
[CUSTOMER][NEUTRAL] 257-05
[AGENT][NEUTRAL] Alright, and could you please verify the address and the email address we should have on file please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't know if we have the post office box or the physical, so I'm gonna give you both. Eastern Petroleum Corporation [PII] was [PII].
[AGENT][NEUTRAL] Alright, and the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and then just verify the email address for me please.
[CUSTOMER][NEUTRAL] I'm hoping it's mine. It's [PII] or it might be my old email address is [PII].
[AGENT][NEUTRAL] OK, yeah, we have the um the first one that you gave, so thank you for verifying that. So yeah, we did um they did uh revamp the website, um, so now it's based off email, so you'll just have to register again, um, so if you're are you on the um website right now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] OK, so you'll click on where it says create new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see which, because we have both addresses in our system, so let me see which one is on um the online service center.
[AGENT][NEUTRAL] Um, because the information that you enter in when you register has to match exactly what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In order for it to take.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, we have.
[AGENT][NEUTRAL] It's showing both, but I'm not sure if it's gonna go by your billing address or your physical.
[AGENT][NEUTRAL] Address, um.
[AGENT][NEUTRAL] We can try the physical address first and we'll see if that works. If it doesn't, then it's gonna have to go by the the PO box.
[CUSTOMER][NEUTRAL] OK, so do you know what phone number we have because my personal phone number is [PII] is my line my direct line, but the company's number is [PII].
[AGENT][NEUTRAL] um
[AGENT][NEUTRAL] Yeah, we have the number that you're calling from.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well I can set it up now. I just, when I, I guess I was giving them the wrong phone number because it was saying I had to call you, so I was not giving them my number. I was giving them the company number, not my direct line, so we got, uh, we're good.
[AGENT][NEUTRAL] OK good all right and when you get in there it'll look different um and you'll see something that says my dashboard and you'll click on my group and then invoicing to see your invoices.
[CUSTOMER][NEUTRAL] My group and then invoicing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, I hope you have a great rest of your week and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you. OK, bye bye.