AccountId: 011433970860
ContactId: 4e3f19d1-1860-40cd-891f-38565bfaac14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305640 ms
Total Talk Time (AGENT): 43617 ms
Total Talk Time (CUSTOMER): 78634 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4e3f19d1-1860-40cd-891f-38565bfaac14_20250610T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Performance Power Sports in [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I went to go online to go pay my bill for the month and it brought me to a totally different site and my username password doesn't work.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] That is 258-84.
[AGENT][NEUTRAL] OK, and [PII], can you verify the address for your group?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] And then what telephone number would we have on file for your group?
[CUSTOMER][NEUTRAL] Uh, for this location it should be [PII].
[AGENT][NEUTRAL] And then lastly an email address?
[CUSTOMER][NEUTRAL] Um it should have been under [PII].
[AGENT][NEUTRAL] OK, um, so when you go to the new site, um, the [PII], you're gonna need to create a new account.
[CUSTOMER][NEUTRAL] OK, and when I try to do that and I'm the provider because I'm the business right? or the group?
[AGENT][NEUTRAL] So create your OSD account.
[AGENT][NEUTRAL] You're the group.
[CUSTOMER][NEUTRAL] Employer group maybe that's why I was trying and nothing was working OK so group 2588470364.
[AGENT][NEUTRAL] You should just be able to, should just only need to put in your group number and then your email on record that you just provided me it should let you click next and give you a uh next steps.
[CUSTOMER][NEUTRAL] Complete your account set up.
[CUSTOMER][NEGATIVE] I typed something wrong.
[CUSTOMER][NEUTRAL] Verification
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, I'm in.
[AGENT][POSITIVE] OK, perfect. All right. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it thanks so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.