AccountId: 011433970860
ContactId: 0b7f90ba-d7f2-4bfb-b3db-03197ddf4d39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1005960 ms
Total Talk Time (AGENT): 490413 ms
Total Talk Time (CUSTOMER): 316401 ms
Interruptions: 8
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/0b7f90ba-d7f2-4bfb-b3db-03197ddf4d39_20250131T13:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. Good morning.
[AGENT][NEUTRAL] How are you, [PII]? Good morning.
[CUSTOMER][POSITIVE] I'm very glad it's Friday and it's hectic as can be already today.
[AGENT][NEUTRAL] No, don't say that.
[CUSTOMER][NEUTRAL] Oh, it's too late. It's the truth. I'm just taking facts.
[AGENT][NEUTRAL] Oh [PII]. What if I got?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, you have a really sweet person. She's really sweet. OK, it's group number 12814.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on just a moment. Let me get that.
[AGENT][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] 814 [PII] and Warehouse.
[AGENT][NEUTRAL] 814.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have [PII] on the line.
[CUSTOMER][NEUTRAL] Her callback number she gave me is the same as the one that's in the system for the group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's trying to sign it, get it set up on the OSC but she can't.
[CUSTOMER][NEUTRAL] Now in verifying the group's information, if you'll notice on EMPO it shows [PII] as the.
[CUSTOMER][NEUTRAL] Person
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Well, that [PII]'s email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's actually [PII].
[CUSTOMER][NEUTRAL] Now, [PII] was her maiden name. She has gotten married, so [PII] is her married name, but they just didn't change her email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] If you'll notice on the OSC.
[CUSTOMER][NEUTRAL] It has
[CUSTOMER][NEUTRAL] A [PII] showing with a password expired.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well she's no longer there she shouldn't even have access the other.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And she don't.
[CUSTOMER][NEUTRAL] Um, cause it says his password expired, not suspended, but OK, anyway, we can't see that. And then [PII].
[CUSTOMER][NEUTRAL] Hers is pending active, but she can't sign in either.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] That's because she hadn't fully, she didn't fully um
[CUSTOMER][NEUTRAL] And that's
[CUSTOMER][NEGATIVE] And that's what I told her could be, but as far as that other one that's just showing password expired, it doesn't show it is suspended on what we can see.
[AGENT][NEUTRAL] That's OK. I can fix that, but uh, is [PII] still there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] is still there, so.
[CUSTOMER][NEUTRAL] So, uh-huh, and I told, and I told [PII] that it may, once you all were able to, you know, assist with the one that [PII] that's no longer there.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]'s I could see looks like it's pending.
[CUSTOMER][NEUTRAL] Now and, and I explained to her that whoever is considered the primary, you know, in the portal is who assigns users.
[AGENT][POSITIVE] Right, and I, I can help her. I can help.
[CUSTOMER][POSITIVE] And then it may be so if you can just help her with that portion of it and I told her to send an and I don't know if you can. I told her, I gave her the care I'm so flustered already. [PII], thank God it's Friday.
[AGENT][NEUTRAL] That's all right. If [PII] is there, I'm gonna need to talk to [PII].
[CUSTOMER][NEUTRAL] [PII] is there and
[AGENT][NEUTRAL] If
[CUSTOMER][NEUTRAL] And then that email is [PII] so it's on EMPL so either.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] And get it taken care of.
[CUSTOMER][NEUTRAL] Her name needs to be added or whatever needs to be done, but I did give her the care team email.
[AGENT][NEUTRAL] That's fine. I can, I can get [PII] taken care of. I mean, get dusty. I can get dusty, uh.
[CUSTOMER][NEUTRAL] As what?
[CUSTOMER][POSITIVE] All right, you can do that.
[CUSTOMER][NEUTRAL] And you're speaking to [PII].
[AGENT][NEUTRAL] I can get Dusty taken care of and um yes, we'll get it taken care of, send her on. But uh the, the callback number you said is um is the one that was in the system. OK, send them, send her on and, and we'll, we'll.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that one in the system.
[CUSTOMER][NEUTRAL] Yeah, which is also the one on the screen. OK.
[AGENT][POSITIVE] We'll, we'll get it taken care of.
[CUSTOMER][POSITIVE] OK, Meet. Well, thank you very much and I'm fixing to make my notes.
[AGENT][POSITIVE] All right, love.
[CUSTOMER][POSITIVE] All right, have a great weekend if I don't talk to you again.
[AGENT][POSITIVE] You as well. Thank you. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. All right, Ma. Bye-bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. I understand y'all are trying to get onto our online service center. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, now,
[AGENT][NEUTRAL] I show that we have [PII] as our contact and [PII] said that y'all uh she couldn't get online either. Now I can help her with that, but she is the one that once I get her set up, she would be able to add you as a user and we can get everything else correct. I know [PII] said to send an email so we can get everything.
[AGENT][NEUTRAL] Squared away and who the correct contact is and so forth.
[AGENT][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, my understanding is, uh, what, what is B White still with y'all?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. All right. Well, we'll need to take that off as well. Um.
[AGENT][NEUTRAL] So a good callback number too is that the [PII]. Is that, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much. OK. So,
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is [PII] available?
[CUSTOMER][NEUTRAL] She is hold on just a moment.
[AGENT][POSITIVE] All right, do. Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][NEUTRAL] Hey [PII], this is [PII] in group billing. I was talking to [PII] and I explained to her that for y'all to get online now what I'm gonna do is I'm gonna go, since you are the primary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] A contact that's whose information is going to be in the system and they said that you are not uh not able to.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Get online either, is that correct? OK, I can, I can help you with that. So what we're going to do.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since you are the primary contact, I'm going to give you what was [PII]. I don't know who that was at first, but it's her.
[AGENT][NEUTRAL] The email we had online.
[CUSTOMER][NEGATIVE] Yeah, that was her email. I don't have her email anymore since she left um we did away with it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And that's fine that's fine. I'm going to replace that because she actually set up the account and she would have been the ones to add you or whoever you any users.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] So what I'm going to do is I'm going to.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Fix that to where you are the primary user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would be able to add Dusty or anyone else, and you will also be able to um.
[AGENT][NEGATIVE] Oh, I've lost my train about.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I understand, I understand.
[AGENT][NEUTRAL] It's, it's been that morning already, uh.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][POSITIVE] OK, you would be able to add anybody or even delete any any users so what that's what we're going to do. Let me get that fixed so we can already have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you would be able, OK, so the um.
[AGENT][NEUTRAL] at first.
[AGENT][NEUTRAL] And that's Rook.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So the user name.
[AGENT][NEUTRAL] On this account for the primary user and I've changed that so so it should you should be able to log into it is going to be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] [PII] is the only thing that's that's capital.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Then [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you get there.
[AGENT][NEUTRAL] It's going to say the password you just say forgot password.
[AGENT][NEUTRAL] Cause I see she had sat you up, but it was pending.
[AGENT][NEUTRAL] So it didn't follow through on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you should be able to.
[CUSTOMER][NEUTRAL] So it says reset oh I gotta enter my user name again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, now it's got my email that where it says mobile number that's our office number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Don't worry about that. That's, that, that's mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can change that.
[CUSTOMER][NEUTRAL] When I get in
[AGENT][NEUTRAL] You can't. Uh, I think you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But we don't see, I mean, I don't see that, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanna make sure you get in so.
[CUSTOMER][NEUTRAL] Let me write this down.
[AGENT][NEUTRAL] And I know I I didn't know if you know too that once you are online and you're able to see your invoices.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] You'd be able to reconcile your invoices, you'd be able to print your invoices you're also able to pay your invoices online if that's something that y'all want to do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that would be that would be really good if we could do that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, so where do I go to?
[CUSTOMER][NEUTRAL] Group contact information maybe.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Or manage users.
[AGENT][NEUTRAL] Manage users you would you'd be able to add [PII] there.
[CUSTOMER][NEUTRAL] New user OK.
[AGENT][NEUTRAL] And so once she gets online she's not gonna be able to manage users or anything like that just you you have as uh since you are the primary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But she can, but she can get on and like make payments and stuff.
[AGENT][NEUTRAL] She would be able once she right once she goes online she would be able to go and look at it the invoices whatever access you give her on that but she cannot add or delete any users.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now how do I go to like.
[CUSTOMER][NEUTRAL] Where do you go to make sure that whatever it is she can do?
[AGENT][NEUTRAL] Oh, well, I think it's just that when she would be able to go on there and just look and, and do what I said, the print, the, the.
[CUSTOMER][NEUTRAL] The invoices and.
[AGENT][NEUTRAL] Invoices and and adjust it and write and make the payments.
[CUSTOMER][NEUTRAL] Make the payment
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] She just don't have the authority to add and delete or whatever on the um as far as users.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] All righ[PII]
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Is there any questions that you have for me or do you wanna say how the bill works or?
[CUSTOMER][NEUTRAL] I don't, I don't.
[AGENT][NEUTRAL] Or, or what have you.
[CUSTOMER][NEUTRAL] I don't think so. I just just wanted to uh.
[CUSTOMER][NEUTRAL] Alright, so everything as far as like the payment um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well we got payment account we got our.
[CUSTOMER][NEUTRAL] Information in so.
[AGENT][NEUTRAL] OK, are you on where it says open invoices?
[CUSTOMER][NEUTRAL] We should be able to go.
[CUSTOMER][NEUTRAL] No, let me get back to that.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Because this is where a lot of people ask, well, how do I pay online? Because it's not, it didn't jump out like that.
[CUSTOMER][NEUTRAL] Yeah, let me go to
[CUSTOMER][NEUTRAL] Yeah, I don't.
[CUSTOMER][NEUTRAL] Alright, so we got to open invoices.
[AGENT][NEUTRAL] OK, and you're gonna hit where it says that it, OK.
[CUSTOMER][NEUTRAL] Oh it's loading it now so.
[CUSTOMER][NEUTRAL] There it is, OK, so where it says open invoices you just click where it says.
[AGENT][NEUTRAL] Don't hit print. Don't hit the one under print. You're gonna click the invoice number itself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll bring everybody up down at the bottom.
[AGENT][NEUTRAL] So this is where you would reconcile your invoice here, so if someone come off or what have you, then you'd be able to take them off here.
[AGENT][NEUTRAL] And you would save your changes you'd save your changes before you do that I mean uh after you make your changes and then once you're ready to pay and your invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What you want it to be
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You you would hit the submit invoice.
[AGENT][NEUTRAL] And then it would ask you if you wanna pay by check or an EFT and you'll if you wanna pay online you'll select the EFT.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][MIXED] It's really easy once you get on there. But I mean, like I said, it just, it just doesn't jump out to say, hey, hey me, you know.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, once you get on there.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We want you to at least look at your invoice and see if hey it's correct, if not make your changes.
[AGENT][POSITIVE] And do that. So just we try to make it easier for y'all.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, well I thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else, [PII], that I can help you out with?
[CUSTOMER][NEUTRAL] I don't think so. I think that'll do it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful weekend, OK?
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.