AccountId: 011433970860
ContactId: 0f3a95ce-10b1-4fcf-9578-ad4dce673243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348730 ms
Total Talk Time (AGENT): 163512 ms
Total Talk Time (CUSTOMER): 108921 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/0f3a95ce-10b1-4fcf-9578-ad4dce673243_20250625T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Caddo Community Action Agency, um, calling because our accounting supervisor was trying to go online and pay the bill, the invoice, and she's unable to log in. Are you able to help me with, uh, retrieving her credentials?
[AGENT][NEUTRAL] Uh, yes, um, I can help you with the online service center. Can I please get your group number?
[CUSTOMER][NEUTRAL] I'm looking for it right now.
[CUSTOMER][NEUTRAL] Yeah let me see.
[CUSTOMER][NEGATIVE] Well, as a matter of fact, it's not allowing me to get in either.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 1979.
[AGENT][NEUTRAL] What was, can you, can you give me the name of the group again?
[CUSTOMER][NEUTRAL] It's Cado Community Action Agency.
[AGENT][NEUTRAL] OK, can you spell that for me the first?
[CUSTOMER][NEUTRAL] Cattle C A D D O Community.
[CUSTOMER][NEUTRAL] Action
[CUSTOMER][NEUTRAL] Agency.
[AGENT][NEUTRAL] OK, let me look up your group number real quick.
[AGENT][NEUTRAL] OK, and can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you said your name was [PII]? Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Alright, um, can you please verify the physical address for your group?
[CUSTOMER][NEUTRAL] [PII] wait, was it a [PII].
[AGENT][NEUTRAL] OK. And then um can you
[AGENT][NEUTRAL] you've already verified the phone number. All right, so looking at your group, um, [PII] is your group contact we have um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, he was
[AGENT][NEUTRAL] OK, we have released a new online service center platform so in order to be able to get into it you have to sign up a new account and has to start all over again um so you'll go in there and uh create OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll have to be with [PII]'s information because he is the group contact once he signs up he can add users back into it just like the old one.
[CUSTOMER][NEUTRAL] OK, so [PII] is no longer employed with us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I should have been listed as the uh administrator uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought maybe he did that, but.
[CUSTOMER][NEUTRAL] Uh, yeah, he's no longer employed.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so what you'll need to do so we can get it updated for you is send an email to our care team. Do you have that care team email address? I can give it to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm, is it uh [PII]?
[AGENT][NEUTRAL] Yes, ma'am, that's correct. So we'll need um an email sent um listing the new contact person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once that's updated, uh, the group contact person is updated then you'll be able to go in and sign up for the new online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With a new and a new account.
[AGENT][NEUTRAL] With the new contact person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, and if you once it's updated if you need any help signing up just call us and we'll walk you through it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're very welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I think that's all right now. Have y'all sent out, well, she said she was trying to pay the invoice, so I guess maybe she's gotten it but unable to go in and pay for it.
[CUSTOMER][NEUTRAL] Or have y'all even send it out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] For June
[CUSTOMER][NEUTRAL] Because maybe she thought she can go in and look at it and pay it.
[AGENT][NEUTRAL] Right until that new online service center is um the account set up, you won't be able to see anything through the old one now you'll once you get in there you'll click on my groups and then click on invoices and it'll pull up the invoices for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] All right. Well, you, you have a blessed day. You're so welcome. If you need anything else, always feel free to pick up the phone.
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye bye.