AccountId: 011433970860
ContactId: 5bbdea78-33c0-455c-852e-b6306c50f61b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383609 ms
Total Talk Time (AGENT): 190513 ms
Total Talk Time (CUSTOMER): 119551 ms
Interruptions: 4
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5bbdea78-33c0-455c-852e-b6306c50f61b_20250603T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, did you all recently change your format so that I can pay my bill online?
[AGENT][NEUTRAL] Uh yes ma'am, you're the group administrator and you're wanting to know about a change to the online service center, is that correct?
[CUSTOMER][POSITIVE] That's correct, that's correct.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. There was a change made. There was. Yeah, so, yes, ma'am. Uh.
[CUSTOMER][NEUTRAL] Oh, fun, fun, fun. OK, everything's changing. It never stays the same long, very long, does it?
[AGENT][POSITIVE] No, it surely does not anymore. You are absolutely correct about that. So, um, yes, ma'am, I can try and help you.
[CUSTOMER][NEUTRAL] OK, so how can we do this?
[AGENT][NEUTRAL] Yes, so you're going to have what I'm gonna need to do first off is to pull up the group's information, verify some things with you for security, and then we can go from there, OK? So who am I speaking with please?
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, that's fine.
[CUSTOMER][NEUTRAL] OK, and so what information did you need?
[AGENT][NEUTRAL] What is your name?
[AGENT][NEUTRAL] First off, your name.
[CUSTOMER][POSITIVE] This is [PII]
[AGENT][NEUTRAL] Yes, ma'am. And your last name?
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] Thank you. And Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] Uh, let's see, the group number the payment confirmation.
[CUSTOMER][NEUTRAL] Group number OK is 22536.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So if you'll give me just a couple of moments to get that pulled up and like I said, I will need to verify the group's information with you for security. So just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you will please verify the name of the group and the address.
[CUSTOMER][NEUTRAL] OK, the name of the company is Angelo, A N G E L O Brocato ice cream.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm. Oh, I wish I had some of that.
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you. And the primary yes ma'am. Thank you. And the primary contact name for the group?
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] OK, it's probably either under myself or [PII]
[AGENT][NEUTRAL] OK. And then what is his email address?
[CUSTOMER][NEUTRAL] Uh, he is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have on file is the primary number for the group, Ms. [PII] is the same as the one you gave me, so that is the best number that we should have for the group, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's correct, uh huh.
[AGENT][NEUTRAL] OK, thank you. All right, so Mr. [PII] will have to be the one to set up the new portal profile since he is the administrator for the group.
[CUSTOMER][NEUTRAL] OK, OK, so I won't be, I'm his wife, I wouldn't be able to do that, yeah.
[AGENT][NEUTRAL] And then just like before.
[AGENT][NEUTRAL] No, yeah, he's gonna have to do that and then he would be able to assign additional users within the portal but he will be the one that will have to create the new profile.
[CUSTOMER][NEUTRAL] OK, OK, uh, don't know if he can come to the phone right now. Can you hold a second? I can go check and see.
[AGENT][NEUTRAL] Oh, sure. Mhm.
[CUSTOMER][NEUTRAL] Hold on please. OK, hold on.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello? OK, he's gonna have to call later with this information. Yeah, he's in the middle of making cookies and can't stop.
[AGENT][NEUTRAL] Yes, ma'am. I'm still here.
[AGENT][NEUTRAL] Oh, OK. So.
[AGENT][POSITIVE] Oh, I certainly wish I was down there with you all because I could show you some some ice cream and some cookies and some all kinds of good stuff and I'm sure you all are, he's preparing. Um, but yes, ma'am, he can just go to the.
[CUSTOMER][POSITIVE] Yes, that's exactly it.
[AGENT][POSITIVE] He can just go to that page, Ms. [PII], and you know start by creating your OSC account and then just follow the steps again it's just setting up a new profile and he will need to make sure to use his email, you know that we have on file and then if he does have any problems or needs assistance with it, then absolutely yes ma'am y'all just give us a call back and we'll be more than happy to try and help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, sounds great thank you so much.
[AGENT][POSITIVE] OK, Ms. [PII], well, you're very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, I believe that's gonna do it for right now.
[AGENT][POSITIVE] OK. Well, then, thank you again for calling APLA. I do hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] You too hon thank you bye bye.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Bye-bye.