AccountId: 011433970860
ContactId: 753a4aec-f217-4137-aa5d-71101efc2632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222779 ms
Total Talk Time (AGENT): 61839 ms
Total Talk Time (CUSTOMER): 132350 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/753a4aec-f217-4137-aa5d-71101efc2632_20250617T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm from a company named Van Sports, and I'm the administrator. I'm the one who approves the invoices and everything, but I don't know what is going on here with the new online services center that is not recognizing.
[CUSTOMER][NEUTRAL] Uh, my email you anything, can you help me?
[AGENT][NEUTRAL] Oh, sure, Ms. [PII]. May I have a callback number just in case we get disconnected and the group number?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And the group number is 19.
[CUSTOMER][NEUTRAL] 993.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Being in sports LLC.
[AGENT][NEUTRAL] May I have the address for verification?
[CUSTOMER][NEUTRAL] Uh, it's well, hold on, let me get here.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And you will see in the system my name is [PII].
[AGENT][NEUTRAL] Mhm. May I have the email address on file for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, Ms. [PII], and you're trying to create your account again or you already have created your account again?
[CUSTOMER][NEGATIVE] No, I always had an account, always, uh, but now I don't know the reason why you cha you guys changed the web page, the site now it's online services center before was another name and keep thinking and then come the message that couldn't find my our account.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, Ms. [PII], since, um, I think it was, um, last Monday, the Monday before, uh, the platform, the platform change and everybody needed to create the account again. We send an email, a last email, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we needed to create an account again.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, I didn't know about it. Create your OSC account.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, let me go there then I select group correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, group I enter group number oh OK I enter everything again. OK, I will do it right now, OK?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so very much. Have a wonderful day. Bye bye.
[AGENT][POSITIVE] You're welcome. You're welcome, Ms. [PII]. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] APL last Friday