AccountId: 011433970860
ContactId: 04acb7b4-829d-4018-a173-b146592848af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494519 ms
Total Talk Time (AGENT): 212887 ms
Total Talk Time (CUSTOMER): 169293 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/04acb7b4-829d-4018-a173-b146592848af_20250423T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] calling from GP Agency. I think I dealt with you before, um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, two things, are you able to see whether our log in for the actual GP agency that we can pull an invoice have changed because it keeps telling me that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's invalid.
[AGENT][NEUTRAL] Mm, I know we're having some.
[CUSTOMER][NEUTRAL] It's the same login we've always used.
[AGENT][NEUTRAL] OK, I know we're having some technical issues just a little bit, so let me go look under your agency real quick, JP agency.
[AGENT][NEUTRAL] Well, why can I not all the GP.
[AGENT][NEUTRAL] What does GP stand for? I wonder if we have it in here differently.
[CUSTOMER][NEGATIVE] Unpleasant.
[AGENT][POSITIVE] G Pleasant.
[AGENT][NEUTRAL] Yep, that's how we have it. Playing plug in agency and hold on.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] I'm trying to pull up the online service center. Give me just a second here.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, and which log in what's the user name that you guys normally log in with?
[CUSTOMER][NEUTRAL] GP Agency 103.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] I have it as GP agency 24.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] And that is just for the regular GP, not GP to look for our own group.
[CUSTOMER][NEUTRAL] Is the hold on you.
[AGENT][NEUTRAL] What let me look, let me look at the user name you're I'm sorry.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, so we have a couple, 21 for the sea itself, OK.
[AGENT][NEUTRAL] OK, let, let me look under.
[AGENT][NEUTRAL] OK, so the one that you said with the GP agency, what did you say the numbers were on that one?
[CUSTOMER][NEUTRAL] 103.
[AGENT][NEUTRAL] 103, let me look at let me look at that user name. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it should take me to the account that that's tied to.
[CUSTOMER][NEUTRAL] Yeah, the 24th, so it should be for the commission. I'm showing that that's where we can pull commission from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] Here we go. GP Agency. Now we have GP Agency 103, that's tied to [PII].
[CUSTOMER][NEUTRAL] Mm, yeah, which is the GP itself.
[AGENT][NEUTRAL] OK, and your, and what type of error methods are you getting?
[CUSTOMER][NEUTRAL] The owner of
[CUSTOMER][NEUTRAL] It's saying invalid user name and password.
[AGENT][NEUTRAL] Um, it's all lower case. Did you try in all lower case, GP agency all lower case 103.
[CUSTOMER][NEUTRAL] Yeah, I'm the one that set it up, yeah, I'm the.
[AGENT][NEUTRAL] OK, OK, OK, just making sure. Well, that's weird because it doesn't.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Let me, let me go look at, let me just go look at this. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm see if it's showing me any errors out here.
[AGENT][NEUTRAL] Yeah, so it shows it's all active. It doesn't show that the account is locked. Let me go look at one other spot.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And combo.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Everything's showing active. We must, I know we're having a technical issue on something, but I don't think we were having one on you signing in, um, and you've tried multiple.
[CUSTOMER][NEUTRAL] You think I should try doing um change yeah uh well I've only tried twice. I didn't want to do anything that.
[AGENT][NEUTRAL] Yeah, go back out and try it. What browser are you in? Are you in like Google Chrome or anything like that or?
[CUSTOMER][NEUTRAL] Yeah, I'm in Chrome.
[AGENT][NEUTRAL] OK, that should be fine.
[AGENT][NEUTRAL] I would go all the way back out and then go back to the website and see if it'll let you in because I don't see that there's any reason why you can't get in.
[CUSTOMER][NEUTRAL] Do you think if I still can't get it I should try um resetting say forgetting password?
[AGENT][NEUTRAL] Um, I, mm, if, if you can get in, you should be OK. I think that, let me see, we got an alert while ago with a technical thing. Let me see if it has anything to do with this.
[AGENT][NEGATIVE] Service interruptions.
[AGENT][NEUTRAL] Doesn't not say anything about OSC.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'll try it again and see if you can get on.
[CUSTOMER][NEUTRAL] Tried it both but yeah, I just tried it and I tried it on both Google and um.
[AGENT][NEUTRAL] And, and what is the error message?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So say an invalid username or password.
[CUSTOMER][NEUTRAL] That's why I'm wondering if I should try.
[AGENT][NEUTRAL] Try, try password reset.
[CUSTOMER][NEUTRAL] Yeah, that's what I was saying. Should I try that? OK.
[AGENT][POSITIVE] Yeah, I would do that.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Because I can't see a password.
[CUSTOMER][NEUTRAL] In the meantime, can you send me a copy of our latest invoice? That's what I was trying to pull.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] For, oh yeah, the one for April.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, while you're in there, can you update something please?
[AGENT][NEUTRAL] What do you need updated?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It has the email address number one. It's still showing the [PII] email.
[AGENT][NEUTRAL] OK, you'll have to email if you want us to change it, you'll have to send an email because we'll want documentation for it.
[CUSTOMER][NEUTRAL] We need to update it to.
[AGENT][NEUTRAL] And if you email it to our sales folder, then we can update it and then you're wanting the commission for April, the April statement is that what you're needing?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] No, not
[CUSTOMER][NEUTRAL] Voice invoice, yes, the, the statement.
[AGENT][NEUTRAL] Oh, the group for the group.
[AGENT][NEUTRAL] The 257-71 group, OK.
[CUSTOMER][NEUTRAL] For the group.
[AGENT][POSITIVE] Yes, I can send you the latest invoice for that group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, because we need to
[CUSTOMER][NEUTRAL] I think that's come due.
[AGENT][NEUTRAL] OK, and remind me what your email address is. I know I've emailed you before, the title.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] there.
[AGENT][NEUTRAL] A GP agency.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Take a snippet of this and send it, send it to you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do it showing email address and then this way you can, we can do the group service this way everybody can see it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then let
[AGENT][NEUTRAL] Did you already do the password reset? Did you get notification?
[CUSTOMER][NEGATIVE] No, I didn't bother because it's showing old email old phone number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, so you wanna update that first and then go from there? OK, OK.
[CUSTOMER][NEUTRAL] So I didn't go in, yeah, I need to update that, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna send that to you and then once I get that I'll try that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. All right.
[CUSTOMER][NEUTRAL] All right, I should have that statement shortly.
[AGENT][POSITIVE] OK, yes, I'm gonna do that right now.
[AGENT][POSITIVE] It'll be a few minutes and I'll send it over. You're most welcome. You have a great day.
[CUSTOMER][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.