AccountId: 011433970860
ContactId: 464e08b1-74a9-48d0-85c3-b28db43fc648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187369 ms
Total Talk Time (AGENT): 60826 ms
Total Talk Time (CUSTOMER): 45637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/464e08b1-74a9-48d0-85c3-b28db43fc648_20250625T21:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Chris Banners accounting, and I wanna know. I'm trying to log in to your website and I only have a user name in the password, but now whenever I try asking for an email, so I cannot log in and I haven't received any invoice this month, so.
[AGENT][NEUTRAL] OK, you will have to set up a new account. Our online service center was upgraded, so you have to create a new account.
[AGENT][NEUTRAL] But what's your name and the group number?
[CUSTOMER][NEUTRAL] My name is [PII], group number 15821.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And I apologize, you said the group number is 15821?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] It's CP franchising.
[AGENT][NEUTRAL] 01 moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] The group admin will have to or a group uh yeah group admin will have to create an account.
[AGENT][NEUTRAL] And then she can add others on once it's been added.
[CUSTOMER][NEUTRAL] OK. Is that.
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, alright, so, but can you send an invoice for this month?
[AGENT][NEUTRAL] For June. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Well, it shows that the group has term.
[AGENT][NEUTRAL] As of June, uh, the group has term as of.
[CUSTOMER][NEUTRAL] Wait, he shows what?
[AGENT][NEUTRAL] [PII] of this year.
[CUSTOMER][NEUTRAL] So we're no longer with you guys, is that it?
[AGENT][NEUTRAL] Uh, that's what it's showing, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.