AccountId: 011433970860
ContactId: e84806ad-09d6-4c52-9d3b-f40db3769ec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212160 ms
Total Talk Time (AGENT): 84893 ms
Total Talk Time (CUSTOMER): 69422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e84806ad-09d6-4c52-9d3b-f40db3769ec0_20250611T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to, um, log in online to view our invoice and it seems to have changed, um.
[CUSTOMER][NEUTRAL] does that sound right? like the website has changed?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes. Yes, it did updated. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the group number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 23,130
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] And may I have the name and address of the group?
[CUSTOMER][NEUTRAL] Yes, it's Greenstone Construction.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you. And can you verify the email address for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right, so let's see. Yes, we have uh created a new platform and so all the members and the providers and the groups needed to be uh registered again. So, um, right now, um, you can go to our website and click on create your OSC account.
[CUSTOMER][NEUTRAL] OK, and she's group.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEGATIVE] OK, I tried that just a second ago and it told me that it could not be found.
[AGENT][NEUTRAL] OK, I think.
[CUSTOMER][NEUTRAL] Is it did I, could I put the wrong phone number in? I put our work our office.
[AGENT][NEUTRAL] That could be it.
[AGENT][NEUTRAL] Mhm. Yeah, that could be it, but I can go over everything with you just to make sure we're putting all the right information. Um, so it looks like the phone number that we have in the system, which is the one that you need to be put in the system, is [PII].
[CUSTOMER][NEUTRAL] OK, and then [PII].
[CUSTOMER][NEUTRAL] And then my email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] OK, now it's having me.
[CUSTOMER][NEUTRAL] Complete my account set up.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, it's letting me like kind of go through the process now.
[AGENT][NEUTRAL] OK, do you want me to wait on the line until you are in or you think you got it from here?
[CUSTOMER][POSITIVE] No, that's OK. I think I can get it. Thank you though.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you.
[AGENT][POSITIVE] OK, thank you. You're welcome and thank you for calling APO. Have a good afternoon, this morning.
[CUSTOMER][NEUTRAL] You too bye.