AccountId: 011433970860
ContactId: e43a287b-7616-46db-be89-8fc03e981e53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155419 ms
Total Talk Time (AGENT): 56387 ms
Total Talk Time (CUSTOMER): 56351 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e43a287b-7616-46db-be89-8fc03e981e53_20250619T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] at JIT Tool and I. I'm having trouble logging in.
[CUSTOMER][NEUTRAL] To the employer side.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Do you have your group number?
[CUSTOMER][NEUTRAL] 01 2nd, let me get that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] I'm looking at my bill here. Um. 26,920.
[AGENT][NEUTRAL] OK, and [PII], can you verify the address for your group?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And then what is the email address for your group?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so we've recently upgraded our website and you'll have to recreate your login.
[AGENT][NEUTRAL] Um, so you'll go to, yeah, you'll go to create, create your OSD account.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, and then you'll pick group.
[CUSTOMER][NEUTRAL] Fruit
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you just put the group number and the email on record. You don't have to enter any other information.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I think I can handle that.
[AGENT][NEUTRAL] OK, and then just to let you know when when you do next, it's going to ask for a verification code. It'll send it to your email. You'll enter that, create your password, then you'll have to log in with the information you've entered and created. It'll ask for another verification code, then you can get in and pay your invoice.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.