AccountId: 011433970860
ContactId: da2feabb-0dd1-447b-860f-b78bc9f78b35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170669 ms
Total Talk Time (AGENT): 50828 ms
Total Talk Time (CUSTOMER): 75042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/da2feabb-0dd1-447b-860f-b78bc9f78b35_20250612T17:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling. I am having an issue creating my OSC account online. It's not recognizing the email that we.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you calling from the group or are you an individual trying to set up on the online service center?
[CUSTOMER][NEUTRAL] From the group.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's the group number?
[CUSTOMER][NEUTRAL] It's LA 0652.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is the group name?
[CUSTOMER][NEUTRAL] Timmons International, the [PII] location.
[AGENT][NEUTRAL] You said Timmons International?
[CUSTOMER][NEUTRAL] Yes, T I M M O N like Nancy, S like Sam.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], verify the group mailing address, uh, email address and phone number, please.
[CUSTOMER][NEUTRAL] [PII]. The email address is [PII], and I'm not sure which phone number you have, but our main line is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I do show a different number in the system and um.
[AGENT][NEUTRAL] Give me one moment. Looks like a different um group contact person.
[AGENT][NEUTRAL] Um, they will have to set up on the account.
[CUSTOMER][NEUTRAL] Where the
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm sorry to, we actually um are the billing contact, but I can get a hold of the person that.
[CUSTOMER][NEUTRAL] Needs to call. Can you tell me, is it [PII]?
[AGENT][NEUTRAL] It looks like [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and do you have [PII]? That's my coworker. [PII] as the number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. All right. I will have her give you a call back.
[AGENT][POSITIVE] OK, thank you so much. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.