AccountId: 011433970860
ContactId: 61ae4016-f4e4-4609-934a-c83b6406ed44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123230 ms
Total Talk Time (AGENT): 42483 ms
Total Talk Time (CUSTOMER): 51439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/61ae4016-f4e4-4609-934a-c83b6406ed44_20250603T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Associated Investor Services Inc.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Attempted to pay the bill by going online but apparently my online access is incorrect, so I don't know how I paid the bill in the past but um.
[CUSTOMER][NEUTRAL] I'm hoping you can help me get log in properly.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Do you have your group number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 261-96.
[AGENT][NEUTRAL] OK, and [PII], could you verify the address for your group?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then what is the phone number for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is your email address?
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK, so we have created a new online portal so you're gonna have to recreate your account, um, so you go to create new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you should be able to, so create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you'll be a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should be able to enter in the information um and create your new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, OK, thank you.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that's it for now. If I have any more questions I'll call back.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.