AccountId: 011433970860
ContactId: c047406d-eee5-4e62-aad6-25182f6eff0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132690 ms
Total Talk Time (AGENT): 50282 ms
Total Talk Time (CUSTOMER): 56201 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c047406d-eee5-4e62-aad6-25182f6eff0d_20250602T15:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Beverly Industries in [PII], trying to sign on to make my payment and it won't let me in.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm trying.
[AGENT][POSITIVE] Good, I'm sorry.
[CUSTOMER][NEGATIVE] Um, I tried changing the, the, uh, password, and it says that my account could not be found.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the provider you the ID.
[AGENT][NEUTRAL] OK, we're having an internal issue with our OSC um, I'm so sorry uh for the inconvenience and if you like we can take a payment over the phone or I can send you a copy of the invoice.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess do it over the phone please.
[AGENT][NEUTRAL] Uh, what's the group number, please?
[CUSTOMER][NEUTRAL] Um, the group number is 26573.
[AGENT][NEUTRAL] 26573.
[AGENT][NEUTRAL] And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Might be under [PII] nickname.
[AGENT][NEUTRAL] OK, and let me see, verify that uh group mailing address and a good call back number please.
[CUSTOMER][NEUTRAL] Um, Beverly Industries [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have an extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you so much. Give me one moment and you wanna pay over the phone with a credit card?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, he wants to do a draft, so I, I guess we'll wait until your system is back up. Thanks.
[AGENT][NEUTRAL] Uh, hopefully, it should be back up within 24 hours. I'm so sorry.
[CUSTOMER][POSITIVE] All right. Thanks. Bye.
[AGENT][POSITIVE] OK. Thank you, sir. Bye.