AccountId: 011433970860
ContactId: d303b596-32f7-4367-8204-a3ad3c30bba2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122040 ms
Total Talk Time (AGENT): 36903 ms
Total Talk Time (CUSTOMER): 43521 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d303b596-32f7-4367-8204-a3ad3c30bba2_20250623T16:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] We have, uh, we received notice that we're overdue. I thought we were set up on auto pay and I went online to try to look, but apparently I can't even log in so I was calling to see what was going on.
[AGENT][NEUTRAL] OK, do you have the uh group number?
[CUSTOMER][NEUTRAL] I do, uh, give me one moment.
[CUSTOMER][NEUTRAL] Group number is 262-25.
[AGENT][NEUTRAL] And what was that group name?
[CUSTOMER][NEUTRAL] It's gonna be under Simpson and Sun Sync.
[AGENT][NEUTRAL] OK, um, we've recently upgraded our website, so everyone who had a log in has to recreate it, um, but it has to be done by the group contact.
[CUSTOMER][NEUTRAL] Well, and I've tried that
[AGENT][NEUTRAL] Um, so it has to be done by the.
[CUSTOMER][NEUTRAL] It has to be done by what? I'm sorry?
[AGENT][NEUTRAL] The group contact we have on file, which would be [PII].
[CUSTOMER][NEUTRAL] Which is then
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If if he shouldn't be the contact, then we would just need an email from him assigning a new contact to the group, but he has to set up the account first.
[CUSTOMER][NEUTRAL] No, he's fine he's the owner.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then add users.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.