AccountId: 011433970860
ContactId: 71fab7b9-9e51-4969-9487-e88ff533c941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177179 ms
Total Talk Time (AGENT): 68555 ms
Total Talk Time (CUSTOMER): 123189 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/71fab7b9-9e51-4969-9487-e88ff533c941_20250620T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], how are you doing? My name is [PII]. I represent Connect Engineering, and, uh, I, I'm trying to pay my apology first off, I didn't realize that I had a past due invoice for our firm and so I'm trying to pay it and when I log on, is there a different log on system now? Because it appears a different, it, it looks quite different from what I'm used to. I'm just on.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, we've upgraded our uh website and you'll have to recreate your login. Do you have your group number?
[CUSTOMER][NEUTRAL] And I was sure that I'm gonna say.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, my group number is 26,310 and can you hear me OK? because I know I'm in an area right now where the reception is not the best and there's a lot of background noise, so I do apologize. OK.
[AGENT][NEUTRAL] Oh, yes, I can hear you. Um, what's your address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify your email address for us?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] OK. And then lastly, do you have a good callback number for our records?
[CUSTOMER][NEUTRAL] Sure, [PII]. Uh, this is my, my cell phone. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what you'll do when you log on, um, you'll actually need to create your OSC account.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then all you need to enter is your group number and your email address that you just provided me. It's gonna be a two-factor verification system, so you will get asked to.
[CUSTOMER][POSITIVE] Fantastic.
[CUSTOMER][NEUTRAL] I know that.
[AGENT][NEUTRAL] Enter that email, get a verification code, enter that, create a password, and then log in again and then it'll ask for another verification code. And then once you, once you've completed that, you should be good to go, get in the system and you can access your invoices.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You guys ready to get your hands straight.
[CUSTOMER][NEUTRAL] Sounds pretty easy. OK, I'm actually on the window right now. It's kind of doing a group working session while you're giving me instructions. I feel like I need to put in my group number and my email. OK, um, my last question is, is that is there.
[CUSTOMER][NEUTRAL] Has it also been upgraded where I can do uh automatic payments?
[AGENT][NEUTRAL] We're actually working on that. We don't have that capability yet, but that is in the works, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, that's all good a step at a time, right? But this is progress. Well, I appreciate it. Thanks a lot, [PII].
[AGENT][NEUTRAL] OK. All right. Anything else I can help with?
[CUSTOMER][NEUTRAL] Alright, and if I do need to call back, uh, yeah, one more question is that, uh, if I do have any other questions, what time do you start receiving calls today and are you available or is your team available on the weekends for any calls because just because I was looking to resolve the issue.
[AGENT][NEUTRAL] Um, we're not available on the weekend, and we are open one more hour. We're open [PII] Central Standard [PII] Central Standard.
[CUSTOMER][NEUTRAL] I go grab a bottle of Florax and we're gonna dump it.
[CUSTOMER][POSITIVE] Fantastic. Well, thanks for all your help. I hope you have a great weekend, [PII].
[AGENT][POSITIVE] OK, thank you. You too. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.