AccountId: 011433970860
ContactId: 662aa0f0-fcc9-4e26-9dcc-68fb6286daed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112080 ms
Total Talk Time (AGENT): 35660 ms
Total Talk Time (CUSTOMER): 40662 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/662aa0f0-fcc9-4e26-9dcc-68fb6286daed_20250625T14:37_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] with Tom's truck repair.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, hang on one second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, sorry about that. Uh, my name is [PII] here in [PII], and, uh, I owe you guys some money and I keep trying to log in and I don't have proper credentials to get you guys paid up and I wanna get it taken care of before it becomes a problem.
[AGENT][NEUTRAL] OK, and you're with the group?
[CUSTOMER][NEUTRAL] Yes, I have a group number and everything.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] 23541.
[AGENT][NEUTRAL] OK, so we have upgraded our website at the beginning of the month and so you have to recreate your account, um, but I've got for your group, you said Tom's truck repair, is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, I've got your group contact as [PII], so he would be the one that would have to set up the account and then add you as a user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh do you have an email for [PII] is like [PII]?
[AGENT][POSITIVE] Um, yes, that's right.
[CUSTOMER][NEUTRAL] OK, uh, do you know what the new website is so I can try and figure this out?
[AGENT][NEUTRAL] Um, it's secured. [PII], and you'll have to create your OSC account as a group.
[CUSTOMER][NEUTRAL] OK, create your OSC account as a group. Alright, I will work through that and we'll figure it out.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.