AccountId: 011433970860
ContactId: 7b0ab88c-62ce-4c06-b0b7-cc0ec24c9553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255419 ms
Total Talk Time (AGENT): 97087 ms
Total Talk Time (CUSTOMER): 92894 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/7b0ab88c-62ce-4c06-b0b7-cc0ec24c9553_20250606T16:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[AGENT][POSITIVE] I'm good [PII], how are you?
[CUSTOMER][NEUTRAL] I'm good. I'm sure you're probably exhausted from this OSC stuff just as much as we are.
[AGENT][POSITIVE] Uh, I know, girl, it's been a nightmare. It's gonna be great though. It's great. I know it has, but it's gonna be good once it all gets taken out. I'm looking forward to it. What can I help you with, sweetie?
[CUSTOMER][NEUTRAL] it, it really has.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes, yes, yes, absolutely. Well, I have someone on the line who's having um uh it's a group who's having an issue with the OSC login. Her name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is the um CFO she's the group contact um but the or it says geographic in line and it says her name and then it says contact another name um but the group number is 14,960.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK, 14,960. Is that right?
[CUSTOMER][NEUTRAL] I'm so sorry I'm having trouble hearing you.
[AGENT][NEUTRAL] Oh it's OK if you said it's 14,960.
[CUSTOMER][NEUTRAL] 14,960, yes.
[AGENT][NEGATIVE] OK, uh, it, it's not updating anything. It, it's keeping me on that old group. It won't work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, A
[CUSTOMER][POSITIVE] No, you're good. It's um Estefan Estate or Enterprises if that helps.
[AGENT][NEUTRAL] It does, it just won't let me update the group number in line.
[AGENT][NEGATIVE] They completely out of it.
[AGENT][NEUTRAL] I'm putting in 14,960 and it's bringing up Louisiana Machinery Company.
[AGENT][NEGATIVE] Let me just open up a new line, sweetie. What in the world? Now, I know you've got, because I know that number is 25992 and it's not letting me, it's not updating. Hold on.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry, I'm sorry.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's not letting me go to a different group, actually.
[AGENT][NEUTRAL] I, I hate to keep on hold. Have you got a callback number for her when we trying to get this issue resolved and I can call her back? Would that be OK?
[CUSTOMER][NEUTRAL] Yes, it's, yeah, it's [PII].
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] This is crazy, this has never happened before.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEGATIVE] Yeah, I'm just gonna have to wait for a call back. I'm gonna have to reboot my computer because I've already going out of line and going back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you want me just to call someone else on the on the billing department?
[AGENT][NEUTRAL] You hear me?
[CUSTOMER][NEUTRAL] Would that be easier?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Would it be easier um for me just to call someone else from bill like hang up and call someone else from billing?
[AGENT][MIXED] If, if, if, if you don't mind, because I, I'm gonna keep her holding because it's gonna take me forever to restart and I hate to do that and I'm so sorry, you know, I'm happy to help you, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] Yeah, I'm gonna have to reboot thank you [PII].
[CUSTOMER][POSITIVE] You're good. I'll, I'll I'll call back, yeah, you have a great rest of your day.
[AGENT][POSITIVE] OK. Thank you. You too, [PII]. Thank you so much. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Of course bye bye.