AccountId: 011433970860
ContactId: 1162c2be-1b22-4bc8-81bc-e5113d4e5422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689500 ms
Total Talk Time (AGENT): 298812 ms
Total Talk Time (CUSTOMER): 309702 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1162c2be-1b22-4bc8-81bc-e5113d4e5422_20250602T14:02_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] Yes, [PII], my name is [PII]. I'm calling from Goodwill Industries in [PII]. I'm the HR director, and we're trying to actually I'm trying to log in into the website to be able to uh retrieve the invoices, and now it's telling me that I don't have an account when I put my email.
[AGENT][NEUTRAL] Yes, so the new system started on the [PII], I believe, on Friday. So you'll have to use your um APL or the email address that you want to use for APL um that you provided to us. Basically you're gonna have to set up a new
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A new account.
[CUSTOMER][NEUTRAL] I did that. I, I, I, uh, I did forget my password and I got a code on my phone.
[AGENT][NEUTRAL] What I'm saying is you're gonna have to create a new account, so you're gonna have to pick new users a new system.
[CUSTOMER][NEUTRAL] Um, it wouldn't.
[CUSTOMER][NEUTRAL] Yeah, I did that too. I did that.
[CUSTOMER][NEGATIVE] And it didn't work.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So after, OK, wait, so you've already tried to create a new account and reset your password?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] Uh hold on let me find my little card here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 15434.
[AGENT][NEUTRAL] Say that one more time, the phone broke up. Did you say 15434?
[CUSTOMER][NEUTRAL] 434.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And [PII], what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII], or I can give you my cell.
[AGENT][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] Because sometimes I'm not on my phone.
[AGENT][NEUTRAL] Sure, whichever you prefer.
[CUSTOMER][NEUTRAL] You want the phone cell [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And are you on a computer, um trying to do this?
[CUSTOMER][NEUTRAL] Yes, I'm here right now. Mhm.
[AGENT][NEUTRAL] And what, and what type of browser are you on?
[CUSTOMER][NEUTRAL] Well, I'm already inside the uh uh APL signing.
[CUSTOMER][NEUTRAL] Am I supposed to be there or not?
[AGENT][NEUTRAL] No, no, I'm asking like, are you using Google Chrome or um like Microsoft Edge?
[CUSTOMER][NEUTRAL] I'm using edge.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or Google Chrome, yeah, Google Chrome is fine too.
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because I'm gonna check the system just to make sure everything is matching. It could just be a technical issue because they just load, you know, uploaded the, they just started this website. So if everything is correct on our, on your sys on the system here, I'll go ahead and send your information to IT so they can give you a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And [PII], what's a good email address for you?
[CUSTOMER][NEUTRAL] It's [PII], which is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's what we have here on Chrome.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] What is the website? I'm gonna try going through because I was going through Edge. Can you tell me what is the website for?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] That [PII], OK.
[CUSTOMER][NEUTRAL] Wait, hold on a second, let me get [PII].
[AGENT][NEUTRAL] Uh-huh. Well, [PII].
[CUSTOMER][NEUTRAL] Am altogether, probably.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then once it comes up, you're gonna click on sign up to the um top right.
[CUSTOMER][NEUTRAL] On the top right, sign in.
[AGENT][NEUTRAL] Sign in, yes.
[CUSTOMER][NEUTRAL] Right, I'm not even there yet. Hold on, hold on. OK, let me get there same status.
[CUSTOMER][NEUTRAL] Uh, signing, claim status, claim forms, am I in the right place or not?
[AGENT][NEUTRAL] Mhm, click on sign in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Oh yeah, that's exactly where I was before, same place.
[CUSTOMER][NEUTRAL] Alright, but yeah, now something. Let me try logging in. Hold on.
[CUSTOMER][NEUTRAL] Let me try this time with you and the password and I say forget password and let me put my email. Let me send the verification code. Let me see if I get the code before I let you go.
[CUSTOMER][NEUTRAL] Hopefully maybe this way this time will work.
[CUSTOMER][NEUTRAL] Bear with me for one second because it takes a little bit to get here.
[AGENT][POSITIVE] I'll take your time.
[AGENT][NEGATIVE] So when you click on, when you click on sign in and it asks for the email address and password to sign in, it then gave, it gave you an error then too?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, he was telling me that I don't have a, I don't recognize the account or something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you went to create.
[CUSTOMER][NEUTRAL] But I'm gonna try while you're on the phone.
[AGENT][NEUTRAL] And then you want to create a
[CUSTOMER][NEUTRAL] So like
[AGENT][NEUTRAL] I'm asking these questions so I can fill out this um spreadsheet.
[CUSTOMER][NEUTRAL] Well, I did pass the.
[CUSTOMER][NEUTRAL] I did both. I used, I used my uh login information that I had and said forget password and then I tried to sign in and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And neither of those two, I'm not getting uh a code.
[AGENT][NEUTRAL] But my question is, did you, did you try to create a new, like, did you click on the link that says create your OSC account?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't think I, I don't think I did, no.
[AGENT][NEUTRAL] Right, so the reason I'm asking that is because like I was explaining, it's a new system, so you're gonna have to create a, right. So go ahead and click on create your OSC account and then put that your group.
[CUSTOMER][NEUTRAL] Alright, it's a new system. I understand.
[CUSTOMER][NEUTRAL] Yeah, I did that already.
[AGENT][NEUTRAL] So you did do it, OK. That's what I was asking, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] Now I don't get the, the password that I need, the code.
[CUSTOMER][NEUTRAL] It doesn't show up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If it's it's sending you through a loop, so I'll go ahead and send this over. This is um.
[AGENT][NEUTRAL] Because everything is matching on our end and yours as well. So it's not the information that's being put in, and when you put um to reset the password, what error does it give you when you try to log back in?
[CUSTOMER][NEUTRAL] They're saying that that I don't have an account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I go through the same, you know, process of requesting a code.
[CUSTOMER][NEGATIVE] And that didn't work, but now I don't even get a code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I requested, I'm gonna request it again, send you a codes and see if it works. Maybe it didn't work the first time.
[AGENT][NEUTRAL] So I'm gonna go ahead and send
[CUSTOMER][NEGATIVE] But it's taking forever. It really doesn't take this long.
[AGENT][POSITIVE] I'm sorry. I'm gonna go ahead and send this over um so that they can look at this issue and see if it's one of the technical issues and so that we can get you a resolution. I'm definitely sorry for this inconvenience. Um, it just launched, so we knew it was going to be some hiccups, but I, I do apologize.
[CUSTOMER][NEUTRAL] Can you send me the invoices or no?
[AGENT][NEUTRAL] Let me see if, hold on one moment.
[CUSTOMER][NEUTRAL] And also I would like to know if in case I'm not here if I can put my uh the person actually that handles benefits the the benefits manager's information so she can retrieve invoices as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when you, yes, when you get um the access to the online service center and you um create that initial account for the group, you can then um go under your manage users and add whoever you want to be able to call or, you know, work on your behalf.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, and she can retrieve the invoices.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect, because yeah, sometimes I'm not here and
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if she needs to call or anything.
[CUSTOMER][NEUTRAL] And uh well, I don't get a cold now.
[CUSTOMER][NEUTRAL] I'm not getting a code, so I requested a code twice and
[CUSTOMER][NEUTRAL] I just come out.
[AGENT][NEUTRAL] So this is what I'll do. I do see the June invoice. Let me make sure it's available and I'll go ahead and email it to the um [PII] at
[CUSTOMER][NEUTRAL] Wait, wait, can you just wait one minute, cause I think I have something wrong here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Don't let me go yet.
[AGENT][POSITIVE] OK, sure. Take your time.
[CUSTOMER][NEUTRAL] Bear with me for one second, I'm trying to make sure that I get.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The uh code that I need to see what, what it says, and maybe we can resolve the issue, who knows?
[AGENT][POSITIVE] Well, that'll be good.
[CUSTOMER][NEUTRAL] OK, I got, I got the code. Hold on. I got a code now, so let me try that. So that is, where are you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it says, uh, your email.
[CUSTOMER][NEUTRAL] even now just verify you can now continue. OK, so we're gonna continue.
[CUSTOMER][NEGATIVE] And it says an account could not be found for the provider user ID so they cannot find my provider under my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're sure, OK, and you're sure that you went to create the OSC account and went through that your group and put all your group number and stuff in there.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, because I'm gonna go ahead and send it over. I was just making sure because it's saying that it can't find you, but it, it's the new system. So I'll go ahead and send it over so that they can look and I'll, um, I'm emailing you the invoice now at the [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] So you should be receiving that in just a few minutes.
[CUSTOMER][NEUTRAL] Yeah, we have 2 groups.
[AGENT][NEUTRAL] OK, what's your other group number?
[CUSTOMER][NEUTRAL] Yeah, we have 2 groups.
[CUSTOMER][NEUTRAL] The other group number is, give me a 2nd, 18123.
[AGENT][NEUTRAL] 123. OK, hold on one moment.
[CUSTOMER][POSITIVE] And hopefully I can eventually log in into the account.
[AGENT][POSITIVE] Yes, they're gonna reach out to you and um um troubleshoot with you. OK, I see the June bill for this one too, so I'll attach both of them for you.
[CUSTOMER][POSITIVE] Beautiful. I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you w[PII] today?
[CUSTOMER][POSITIVE] No, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL again. I apologize for this inconvenience. Have a good day.
[CUSTOMER][POSITIVE] All right. Thank you. No, no problem. Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.