AccountId: 011433970860
ContactId: b8dd127a-f897-4960-ac03-08d4908e4e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194770 ms
Total Talk Time (AGENT): 94143 ms
Total Talk Time (CUSTOMER): 72439 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b8dd127a-f897-4960-ac03-08d4908e4e2e_20250602T18:03_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] Uh yes ma'am. My name is uh [PII] and I work for Supreme Services.
[CUSTOMER][NEUTRAL] I'm trying to do our monthly bill for May and did y'all change the portal log in?
[AGENT][POSITIVE] Yes, we do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I can't get in uh with the information that I have.
[AGENT][NEUTRAL] OK, let's see what we can do.
[CUSTOMER][NEUTRAL] So I don't know how to log in.
[AGENT][NEUTRAL] OK, sure, Ms. [PII]. Um, may I have the group number?
[CUSTOMER][NEUTRAL] Um, the group number that I'm working on for this company is 26464.
[AGENT][NEUTRAL] OK. And may I have um a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and just ask for [PII].
[AGENT][POSITIVE] Mm thank you, Miss.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the mailing address on file for verification and the email address?
[CUSTOMER][NEUTRAL] [PII] and the email should be [PII].
[AGENT][NEUTRAL] Mm, OK, we have a different email um.
[AGENT][NEUTRAL] Do you know any other ones that they may?
[CUSTOMER][NEUTRAL] Would it be [PII], would it be [PII]?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, what about payroll at Supreme Services?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes, that's gonna be it. um, OK, so right now, um, we are asking and we did send an email to payroll, um, email indicating that everybody needs to go ahead and get enrolled again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, they, um, you just need to register or [PII] and register, she's been in contact and just go ahead and add everybody that needs to be added to the account to manage the account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now, it has to, uh, right now it looks like you're gonna be using the email address to get, um, in, but it has to be registered, so you just need to create a, well, she needs to create a new account.
[CUSTOMER][NEUTRAL] OK, I'll I'll go ahead and because we have 3 different accounts that we pay, so I'll have to register each one of them.
[AGENT][POSITIVE] Yes, I, yeah, it has to be one for each one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] So when I go on the website, is it gonna be create your OSC account?
[AGENT][NEUTRAL] Mhm, yes, so you just go to the regular portal which is [PII] and you're just gonna click on create. Mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.