AccountId: 011433970860
ContactId: 7fe7473a-71b6-4b60-bf69-ce75cec20d2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142080 ms
Total Talk Time (AGENT): 41392 ms
Total Talk Time (CUSTOMER): 65035 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/7fe7473a-71b6-4b60-bf69-ce75cec20d2b_20250606T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am.
[CUSTOMER][NEUTRAL] Our, our accounting team is trying to pay for our APL bill, and when they logged in they no longer have access to the way they had before. They told her that I needed to call and create an OSC account and give her access.
[AGENT][NEUTRAL] OK, do you have your current number?
[CUSTOMER][NEUTRAL] But when I, when I go on there, I do have my group number, but when I go in there it doesn't recognize the information I'm putting in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so you're doing create an account. You can't use logins. Are you doing create an account?
[CUSTOMER][NEUTRAL] Mhm, yeah, create your OSC account, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you pick.
[CUSTOMER][NEUTRAL] And then I select the group.
[AGENT][NEUTRAL] OK, and what's your group number?
[CUSTOMER][NEUTRAL] 21471
[AGENT][NEUTRAL] OK, and the address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what was your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is the telephone number for your group?
[CUSTOMER][NEUTRAL] I'm thinking it's uh [PII].
[AGENT][NEUTRAL] Uh, now, we have a 786 area code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um what's your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, try that and see if that works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's gonna work. Can we change the email? That's my personal cell phone number.
[AGENT][NEUTRAL] Um, yeah, once you
[CUSTOMER][NEUTRAL] Can we, I mean, not the email sorry, phone number.
[AGENT][NEUTRAL] Yes, once you create your account, you can go in there into your profile and you can change that information.
[CUSTOMER][POSITIVE] OK, perfect. OK, I will do that. Thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, that is all. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.