AccountId: 011433970860
ContactId: 0d4d5311-844a-4276-8a91-4f7e2230bd4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 711950 ms
Total Talk Time (AGENT): 334366 ms
Total Talk Time (CUSTOMER): 306379 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0d4d5311-844a-4276-8a91-4f7e2230bd4e_20250604T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], uh, and I'm calling from Mitchell Consulting Group. We are one of your um clients. Um, so,
[CUSTOMER][NEGATIVE] Uh, the uh payable girls, which is [PII], I sent an email but she requested me to call and see what was going on. She's trying to create uh the credential to access your portal, and it doesn't accept the information uh she provided, which is um the correct um information, you know, like group number, zip code, uh, uh, email on record, all that, and it's giving her an error. Now you it says not you, no user was found with the information that was entered and it says to call this number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK, so let me get your group number. Um, so basically the new website launched on Friday, so today is our 3rd day and it's having some issues, so that may be what's going on. Yes, ma'am. Um, but I'm just gonna pull up your group and make sure everything matches what she's putting in so we know that's correct.
[CUSTOMER][NEUTRAL] Oh, OK, that's what it is.
[AGENT][NEUTRAL] And then um I'll go ahead and put you all, we're recording everything, um, tracking it all and sending it over to IT and um if she would like an email or a call back, we can do either or and um help her through the process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, we'll, uh, we'll do a call up, but let me give you my room number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And Mrs. [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. OK. I'm gonna give you mine, which I'm calling. [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I just need you to verify the group name, mailing address.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK. Mitchell, M I C H E L L Consulting Group.
[CUSTOMER][NEUTRAL] What else do you need? I'm sorry, you, uh the PA, OK, so you, you, the mailing address used to be because we're, we're in the process of moving to, so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] That may be what's happening. So in our system, it's showing [PII], but it says [PII], and the zip code is
[CUSTOMER][NEUTRAL] The, that's OK. The same thing. [PII], [PII], the same thing. [PII]. Yes, yes. No, no, that's not an issue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But, but it's showing, but it's showing the zip code is [PII], so which one is she entering because that doesn't make a difference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, [PII] was is the physical address but the zip code is [PII].
[AGENT][NEUTRAL] Right, I know what you're saying, but I'm saying in the system is incorrect, so we'll have to correct that, but what is she putting when she's trying to log in, because if she's putting the correct one and the wrong ones in here, it's going to give her an error.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I don't that I wouldn't be able to tell you. I don't know. She sent me the, the screenshot, but there's no zip code. Oh, she's putting in the [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's, that could be why also. Let me um try um I don't want to put it all the way through, but I'm gonna try to see if I can go through the steps and see if that's what's going on. But to correct that, um, to correct that, do you have the care team email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She probably does.
[AGENT][NEUTRAL] OK, just tell her to email care team with the correct PO box city, um, well, just the, just the correct altogether, yeah, but the city and the zip code is what needs to be corrected and we can't.
[CUSTOMER][NEUTRAL] Zip code.
[CUSTOMER][NEUTRAL] Can, can I ask you a question?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm sorry. I'm sorry to interrupt you. Um, uh, is there something that you can, can you change the address for us on the system?
[AGENT][NEUTRAL] Oh no, you're fine.
[AGENT][NEUTRAL] Of course, I would have offered, but because it's a group, I can't do it over the phone. We have to receive it in writing.
[CUSTOMER][NEUTRAL] OK, you like, like, you have to receive it already. Can I send you like an email?
[AGENT][NEUTRAL] Right, email the care team that'll be in writing and then we'll go ahead and change it for you.
[CUSTOMER][NEUTRAL] OK. The care group.
[AGENT][POSITIVE] But yes, if I could do it over the phone, I definitely would have for you.
[CUSTOMER][POSITIVE] Thank you, thank you. OK, so to the, so email the care team.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am. So it's [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A like apple, M like Mary.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she'll get an email.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Go go ahead.
[AGENT][NEUTRAL] She'll get an email once we receive it and then she'll get another email once the correction has been made, so she knows it's done.
[CUSTOMER][NEUTRAL] So, so it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, great. OK, so can you check to see?
[AGENT][NEUTRAL] So right now I
[AGENT][NEUTRAL] Yes, I'm entering that information in now. Hold on one moment, I'm almost done.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm still getting the error even with the information that's in the system. So I'm gonna go ahead and put this on the spreadsheet and have them call her. Um, did you want me to put your name down or hers?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, you know what, let me see if I could get her direct number. Um, I don't know her direct number. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see, hold on.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh sorry.
[AGENT][POSITIVE] Mhm. Take your time. There's no rush.
[CUSTOMER][NEUTRAL] OK, I just asked her to send me her direct number. I don't know it, um, and, um, and, uh, and hopefully she'll send it shortly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and I'll give you that number so where can she be called? So she'll be called and what would they be asking her?
[AGENT][NEUTRAL] Um, so from this now, this is all I know for, for now, but um we're recording everything on the spreadsheet and we're sending it over to IT and then depending on if you want an email or a phone call back, they they'll be reaching out um to go through the issues or try to fix the issues with you or see what you're experiencing so we can fix it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you, um, but it can be a call or email, whichever you prefer, but take your time.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Oh, she did, you know what? She, she sent yesterday at [PII] care team at [PII]. She sent an email, uh, said, uh, that's exactly what she sent that email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Care team at at what was the email address?
[CUSTOMER][NEUTRAL] At AM public, she put it.
[AGENT][NEUTRAL] OK, what does [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the email? I can go look for? What did the email, what's her name?
[CUSTOMER][NEGATIVE] She just said hello. I'm trying to she said I'm trying to create credentials to access our portal and it doesn't accept the information I provided. We used to we used to log in with username which was [PII] Group uh number one, but now it's asking me for an email and we don't know which email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address is associated with our account. She tried, you know, the three emails like uh [PII], which is the owner Rmunos, which is me, and also AP and [PII]. It doesn't accept any of those. Please provide the following for an employee group. She's just, and she sent me a screenshot of the error she was getting.
[AGENT][NEUTRAL] OK, so if she sent that, I'm still gonna put it on the spreadsheet, but yeah, there, there's something going on because even when I tried to put the information in, it gave me the error too, so it's nothing that y'all that she's doing. It's whatever they need to fix with the website. So I'll let them know that your group is also included in having issues with the login, that is one of the issues and and um.
[AGENT][NEUTRAL] I think people are having issues with trying to submit payments also. So I'll let them know and I'll mention that she sent an email as well.
[CUSTOMER][NEUTRAL] OK, I'm telling her, hold on. Well yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And let me ask you a question. I got, uh, she, she, she doesn't know, she said, uh, I don't even know the phone number that that I have here, and we see, we're working from home right now. That's why we're a little bit, you know, off track. So she says she doesn't know. Can they just, uh, uh, email her this is the email that she sent.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So I, so,
[CUSTOMER][NEUTRAL] Can they respond there?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, they're going to respond to the email, but since you've now called, it's two separate things. So they're gonna handle the email, but I'm gonna handle it also. What email address would you like me to put down?
[CUSTOMER][NEUTRAL] OK, you know what?
[CUSTOMER][NEUTRAL] Um, OK, so you can call me, you can call me. Uh, call me on my number, [PII].
[AGENT][NEUTRAL] You want me tell, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm gonna go ahead and fill this out now um and send this over and again I apologize for this inconvenience, but we are working on the website to get this um working correctly.
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] OK. So you have, you have a new, a new a new website. What is it that you have, you said that
[AGENT][NEUTRAL] Yes, so basically the new website where she's saying that it's asking for the email is right, where we used to ask for the username and password, the new system is asking for an email address and it's going to basically it's asking for the email address so that it's gonna confirm all the information from the old system and then if it's correct, it'll just keep it. If something has changed, it'll update it and then everything will sync, um, but we're having some issues with that happening. Mhm.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] OK, another thing, uh, is it, is it possible? I don't know. I don't know this, that you can give me the email address that we were using because like I said, she used the 3 of them and it's not taking it.
[AGENT][NEUTRAL] Oh, yes, the email on file, um.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] That's me and she said she tried it and is not taking it.
[AGENT][NEGATIVE] Yeah, it's, it, it's, it's just, it's not her, the system is not working.
[CUSTOMER][NEUTRAL] I'm sorry. Oh, the it's a system issue.
[AGENT][NEGATIVE] Right, it's not her. She anything she inputs is not, is going to give her an error because I just tried it and it did the same thing for me. So it's nothing that you all are doing. We need to fix our system.
[CUSTOMER][NEUTRAL] OK, but she's got, we have to wait for the call, in other words.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK. OK. Thank you very much for your help.
[AGENT][NEUTRAL] You're welcome. Was there anything else?
[CUSTOMER][NEUTRAL] And I, uh.
[CUSTOMER][POSITIVE] That's it. You've been great. Thank you very much, an[PII] I'll wait for a call from your, do you know like uh how back up they are because she really wants, she was looking to print the invoice to pay exactly what she was doing.
[AGENT][NEUTRAL] Do you want me to email you the invoice?
[CUSTOMER][NEUTRAL] Uh, OK, you can do that.
[AGENT][NEUTRAL] OK, and which invoices are you needing?
[CUSTOMER][NEUTRAL] The one for the the the one for this month, June.
[AGENT][NEUTRAL] June? OK.
[CUSTOMER][NEUTRAL] Yeah, the the latest one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I will go ahead and email [PII], well, your email address. I'll send the invoice to you and then um I'll I'll go ahead and put everything on the spreadsheet so we can work on getting you into the OSC.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] That's it today. Thank you very much. Have a pleasant day.
[AGENT][POSITIVE] You're welcome. You also, thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.