AccountId: 011433970860
ContactId: 35292dd4-a600-4a72-b762-b1ea18aca18c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68169 ms
Total Talk Time (AGENT): 30058 ms
Total Talk Time (CUSTOMER): 22272 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/35292dd4-a600-4a72-b762-b1ea18aca18c_20250611T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have um a provider on my back line who was trying to register with the OSC, but her tax ID is not showing.
[CUSTOMER][NEUTRAL] And she keeps getting the error.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] Let me tell her.
[CUSTOMER][NEUTRAL] But her tax ID is in lion.
[AGENT][NEUTRAL] OK, I'm not sure how to handle the provider um request. I, I, I think if they're getting an error, um, then we would have to get a screenshot of what error they're getting, um, and the process for that that I know of right now is to send any of those screenshots with the errors to the care team so that we can.
[AGENT][NEUTRAL] Um, report that if needed.
[CUSTOMER][POSITIVE] Oh OK OK good that's what I needed to know, thank you so much.
[AGENT][POSITIVE] Mhm. Yeah, no problem.
[CUSTOMER][NEUTRAL] Alright bye bye.