AccountId: 011433970860
ContactId: 642436e0-ce82-47e3-9fd3-43c137d7ae4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128100 ms
Total Talk Time (AGENT): 44679 ms
Total Talk Time (CUSTOMER): 56679 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/642436e0-ce82-47e3-9fd3-43c137d7ae4d_20250623T15:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] um I was just trying to get.
[CUSTOMER][NEUTRAL] In online and I guess it looks like everything's sort of changed. I didn't know if there was someone who could help me.
[AGENT][NEUTRAL] OK, do you have, are you with the group?
[CUSTOMER][NEUTRAL] Um, yes, so I have my group number and I have like our last invoice number, but I can't seem to figure out how to get online even though OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] 1456 3.
[AGENT][NEUTRAL] Uh, what was your first and last name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And what was the group's name?
[CUSTOMER][NEUTRAL] Uh, Hunter Security Inc.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we have recently upgraded our website you'll have to recreate your account. Um, it looks like the group.
[CUSTOMER][NEUTRAL] OK, so just recreate it, OK.
[AGENT][NEUTRAL] Um, well, it looks like the group contact I have on file is Carry here here.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, she's the office admin. What a.
[AGENT][NEUTRAL] OK, so she's the group contact, so she'd have to be the one to create the account and then add you as a user.
[CUSTOMER][NEUTRAL] OK, so she's gotta do it.
[AGENT][NEUTRAL] Yeah, it'll have to be with her information and then once she does that she can do her manage users and then enter your email address and get you added on there and then you'll be able to resume paying the invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, because I think there's one due past due probably for this month. OK, alrighty, thank you.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Thanks you too bye bye.