AccountId: 011433970860
ContactId: bf39493d-1b0f-49de-b8b8-32539059f830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98500 ms
Total Talk Time (AGENT): 39479 ms
Total Talk Time (CUSTOMER): 53530 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bf39493d-1b0f-49de-b8b8-32539059f830_20250623T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is May I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hi, this is [PII]. We, I just got the email from my second bill, and when I go to open the link, it's telling me to log in, but it's asking me for an email when I set up the account, it asks for a username.
[AGENT][NEUTRAL] That was our old one. they just updated the online service center, so you may have to sign up again. Uh, what's your group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's group number is 27027.
[AGENT][POSITIVE] OK, thank you ma'am give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the group mailing address, email address and the phone number, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, mine is coming to [PII]. Our phone number is [PII].
[AGENT][NEUTRAL] OK, and the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I just want to make sure we have our information correct, but yes, ma'am, you will have to set up another online service in our account since they updated the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I didn't wanna go and create your uh OSC account until I called y'all, so, OK, I'll go ahead and and create a new one. OK, thank you so much. OK, bye bye, bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright you're welcome bye.