AccountId: 011433970860
ContactId: 4f175253-3340-409d-8bc9-7cc434fa42d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187949 ms
Total Talk Time (AGENT): 55051 ms
Total Talk Time (CUSTOMER): 82177 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/4f175253-3340-409d-8bc9-7cc434fa42d8_20250606T14:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Logicar Inc.
[CUSTOMER][NEGATIVE] I'm having issues with the online portal. I'm trying to make a payment to you guys, but it's telling me about um.
[CUSTOMER][NEGATIVE] Scheduled maintenance and I'm not sure how I can get around this.
[AGENT][NEUTRAL] OK, um, we've upgraded our website so you have to create a new account from scratch. um, do you have your group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] The group number is 17641.
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it looks like the, what this is for Logic Loicar, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. We have the contact as [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, so they would have to be the one to set up the account since they're the group contact or if they would like to change you to.
[CUSTOMER][NEUTRAL] Yes, she
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Or change me to what?
[AGENT][NEUTRAL] She would like you to be the group.
[CUSTOMER][NEUTRAL] Because [PII] already.
[AGENT][NEUTRAL] You're gonna
[CUSTOMER][NEGATIVE] No, she's already gave me access to the account but I'm trying to make a payment via the portal but it's not I'm not seeing where I go to do that.
[AGENT][NEUTRAL] OK, so you've already created the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You've gone to the new website and did create an OSC account?
[AGENT][NEUTRAL] Cause you can't use your old
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm logged in right now.
[AGENT][NEUTRAL] OK, and so you don't see the invoice for June, is that correct?
[CUSTOMER][NEUTRAL] I can see the invoice, but when I go to make a payment uh I'm getting an error saying um the there's the.
[CUSTOMER][NEUTRAL] The portal is scheduled for maintenance.
[AGENT][NEUTRAL] And do you, are you doing that by ACH?
[CUSTOMER][NEGATIVE] Some kind of getting in the error.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your ACH has been set up on the portal?
[CUSTOMER][NEUTRAL] Uh, oh wait, I think I got through now, um.
[CUSTOMER][POSITIVE] I think the payment was submitted now. OK, no worries I got through.
[AGENT][POSITIVE] Oh, OK, OK. Sorry about that.
[CUSTOMER][NEUTRAL] Sorry, yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you, bye bye.