AccountId: 011433970860
ContactId: 0986ae80-88ac-49c7-82cf-801b000ef495
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496529 ms
Total Talk Time (AGENT): 164049 ms
Total Talk Time (CUSTOMER): 191966 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0986ae80-88ac-49c7-82cf-801b000ef495_20250617T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, yes, I always pay um our monthly invoice online and I'm trying to log in and it's telling me that I it doesn't recognize my account or my email.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] OK, yeah, I can definitely.
[CUSTOMER][NEUTRAL] I don't know if you have a new website or.
[AGENT][POSITIVE] Yeah, um, I can definitely assist you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right. And is the number that you're calling from um a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it's, yes, it's [PII]. I just wanna make sure which line you have, um, [PII].
[AGENT][NEUTRAL] Yes, OK. And could I have your group number please?
[CUSTOMER][NEUTRAL] It's 263-50.
[AGENT][NEUTRAL] All right. And um could you please verify the address that we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the group's name?
[CUSTOMER][NEUTRAL] Gate on Lumber and plywood Inc.
[AGENT][NEUTRAL] Thank you. OK, so, um, the reason that you're not able to log in is because we did get a new website, um, and you have to register with your email address. So, um, if you could just let me know when you're on the login page and um you'll click create a new account and I'll walk through that those steps with you um to make sure you're entering in the correct information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, let me put you on speaker if that's OK. I'll still be able to hear you, but I can navigate the computer. Hold on.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] OK, you there?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I'm gonna create a new account. OK, I'm here on that page. I clicked on it.
[AGENT][NEUTRAL] All right, so yeah, you'll click um create a new account.
[CUSTOMER][POSITIVE] I thank
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] The left yeah it says which role best describes you.
[AGENT][NEUTRAL] Group
[CUSTOMER][NEUTRAL] I'm sorry, what? group? OK.
[AGENT][NEUTRAL] Um, you'll click group.
[CUSTOMER][NEUTRAL] Yep, next.
[AGENT][NEUTRAL] Yes, so and then next.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then 26,350 for the group number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And [PII] for our zip.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the number I just gave to you.
[CUSTOMER][NEUTRAL] City of [PII].
[CUSTOMER][POSITIVE] Thank you sir.
[CUSTOMER][NEUTRAL] And state of [PII], so the email that I put the one I was previously using.
[AGENT][NEUTRAL] Um, could you confirm that email please just so I can make sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] Alright, now it says next.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And continue to complete.
[AGENT][NEUTRAL] And it should send you a verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I had done all this, but because it's a new website I needed to sign up again.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I got a code.
[CUSTOMER][NEUTRAL] OK, it says email is verified so I just continue with the new password and.
[AGENT][NEUTRAL] Yeah, it'll ask you to put.
[CUSTOMER][NEUTRAL] And then I should be able to get into the system.
[AGENT][NEUTRAL] Yeah, it'll ask you to put a new password and then I think it'll have you, it'll send you another verification code and have you log in with that new password and then you should be done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is it pretty self explanatory, the new website?
[AGENT][NEUTRAL] Uh, yeah, but I can also I can send you, um, like some guides if you'd like or I can also like stay on the line after you get logged in just to show you where to go to see your invoices and stuff.
[CUSTOMER][NEUTRAL] OK, um, I just put in a password. What do I put for display name? Do I need to fill those out like just gate on lumber or?
[AGENT][NEUTRAL] Um, yeah, you can just put your group name, um, however you want it to be displayed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Apply when I don't have to fill out given name or any of that right just to say.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'm back in the log in.
[CUSTOMER][NEUTRAL] And you're right, it's giving me another verification code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, I'm finally in here.
[AGENT][NEUTRAL] Alright, and then you'll go to my group um you should see like on your dashboard it'll say my group and like bluish green color and then when you click on that you should see something that says invoicing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Invoicing, yes.
[CUSTOMER][NEUTRAL] I call um and actually with the addresses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says the ability to download it is prohibited at this time, but I can go ahead and still pay it correct?
[AGENT][NEUTRAL] Yeah, if you click on the invoice and then um you just like how you did before like if you have any changes like terminations or additions or anything like that, you can still add an employee um you can uh click on someone and change their rate to 0 if they were terminated or anything like that um and then you'll just click submit to pay it and it'll ask you if you're gonna do ACH or if you're sending a paper check.
[CUSTOMER][NEGATIVE] It gave me an error.
[CUSTOMER][NEUTRAL] OK, it gave me an error it said that um it's unable to find the invoice I clicked on, but let me go back and try again.
[AGENT][NEGATIVE] Yeah, go back and try again because it does that to me too sometimes. I think it's a bug that they need to fix where like I'll have to go back and click it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so the current invoice is yes for [PII].
[CUSTOMER][NEUTRAL] Submitted paid.
[CUSTOMER][NEUTRAL] Open invoices would be the one I have here in front of me.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Action required. OK, now I can do submit this time.
[CUSTOMER][NEUTRAL] And I can do a it doesn't matter if I do ACH or paper check?
[AGENT][NEUTRAL] Yeah, it does matter um you'll do ACH if you want it to come out of your bank account that's saved in there, um, like it was before and paper check is only if you're sending a paper check.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so I'm gonna continue ACH, OK.
[CUSTOMER][NEUTRAL] And I can do it for today.
[CUSTOMER][NEUTRAL] And submit.
[CUSTOMER][POSITIVE] OK looks like it worked.
[AGENT][POSITIVE] Awesome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you for your help. I've been trying this for like 3 days and I makes sense that you'll have a new website, so now that's why.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yeah, no problem. It's a pleasure assisting you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right thanks you too bye bye.
[AGENT][NEUTRAL] Bye.