AccountId: 011433970860
ContactId: 9769031d-43b0-4f9e-bd3d-dc13e0ced0c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170190 ms
Total Talk Time (AGENT): 70800 ms
Total Talk Time (CUSTOMER): 57909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9769031d-43b0-4f9e-bd3d-dc13e0ced0c0_20250623T19:18_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]. I'm calling from CSL Facility Services and um we have had some recent changes in our staffing here and I'm trying to get access online to get the new invoice, but I'm having some trouble.
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] Group number is 23505.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], can you verify the address for your group?
[CUSTOMER][NEUTRAL] Um, the address that's on a previous bill is [PII].
[AGENT][NEUTRAL] So we've actually recently changed our website um and upgraded it, so you'll have to recreate the account all over again.
[AGENT][NEUTRAL] Um, and create, create your OSC account, but we've got your group contact as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, I actually replaced her.
[AGENT][NEUTRAL] And she
[AGENT][NEUTRAL] OK. So what you'll need to do is
[CUSTOMER][NEUTRAL] So she's no longer with CFL.
[AGENT][NEUTRAL] OK. So if you can email our care team, it's [PII].
[AGENT][NEUTRAL] And if you'll let them know that [PII]'s no longer there, and if you're gonna be the person replacing her, can you provide your email address for us?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We'll get your group information changed and then from there, once that's complete, um, we'll be able to help you set up your account and or send you the invoice.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so in the, in the meantime I just I can't get the current bill that the, the new, newest bill that's available. I can't get a copy of that emailed to me.
[AGENT][NEUTRAL] Um, no, we'll have to have you email us first that you're the new contact and then we like I said we can get that updated and then from there we can send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright well I will um I will take care of that right now.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, we're just trying to find the starting point to get this resolved, so I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Ex