AccountId: 011433970860
ContactId: 1232583a-63ac-40cf-b2ea-beb68dfeac40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501799 ms
Total Talk Time (AGENT): 231602 ms
Total Talk Time (CUSTOMER): 167313 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1232583a-63ac-40cf-b2ea-beb68dfeac40_20250606T15:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I'm calling from Protech International. Uh, we have a group plan and I'm, I've been trying to log in to pay the bill and it's not letting me tell it's telling me that my email is not valid or something and I've been using that all the time so I don't know what I even got a code.
[AGENT][NEUTRAL] OK, yes, ma'am. So, are you the
[AGENT][NEUTRAL] OK, so you're the group administrator. OK, yes ma'am. Well, I can try and help you with logging into the OSC. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] I'm the administrator for the group.
[CUSTOMER][POSITIVE] Yes, yes I am.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And can you spell your last name please for me [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, [PII], I'm so sorry. OK, thank you. And your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you and the group number please.
[CUSTOMER][NEUTRAL] The group number is 23016.
[AGENT][POSITIVE] OK, thank you so much, ladies.
[CUSTOMER][NEUTRAL] And I'm calling about the invoice, yeah, you need the invoice number?
[AGENT][NEUTRAL] OK, so give me a moment to get the, not yet. No, ma'am. I'm gonna have to pull the group's information at first to verify several things with you for security and then um we'll, I will end up getting that from you just not yet, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Thank you. So first off, um, if you could please verify the again the name of the group and the group's address.
[CUSTOMER][NEUTRAL] OK, the name of the group is Protech International Security. The address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you and the primary contact for the group?
[CUSTOMER][NEUTRAL] Um, I'm not sure if you have a Dallas Eiser.
[AGENT][NEUTRAL] OK, alright, alright, thank you and then what is the email address that we would have on file for the group, the primary?
[CUSTOMER][NEUTRAL] Not sure.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mm that's not the primary email that we have on file.
[CUSTOMER][NEUTRAL] OK, oh [PII]?
[AGENT][NEUTRAL] OK, thank you. And then the phone number that is on file for your group as a whole is the same as the one you gave me, so that is the best number that should be on file, is that correct?
[CUSTOMER][POSITIVE] OK, yes, that's correct.
[AGENT][NEUTRAL] OK, so give, so there was a change um in the portal and I can see that you did have access so has a [PII] created the new profile in the portal?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, she did, uh, years ago.
[AGENT][NEUTRAL] OK, so she is going to have to set up a new profile.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, can, can you send her?
[AGENT][NEUTRAL] In the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, I'm so sorry, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I'm so sorry if you heard that. I apologize.
[AGENT][NEUTRAL] So yes ma'am she should have received an email regarding the change to the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she probably didn't even know what it was.
[AGENT][NEUTRAL] And the instructions.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] When did you send it, uh.
[AGENT][NEUTRAL] Uh, it was, it was a corporate. It was sent a few weeks ago.
[AGENT][NEUTRAL] To all the primary, the group administ.
[CUSTOMER][NEUTRAL] OK, can you resend it? Yeah, yeah, can you resend it? Because I'm sure she, you know, I can ask her but I'm sure she didn't get it if it was a few weeks ago or OK, go ahead.
[AGENT][NEUTRAL] And what I
[AGENT][NEUTRAL] And again I don't know the specific date. I just know that all group administrators received an an email regarding the change. Now what I can do is I can, I will not be able to send that same email that was sent out corporate, but I can send the online service and user guide for a group to her email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And excuse me, I have my throat, I've got, cannot clear my throat.
[AGENT][NEUTRAL] Uh, and I will, um, the user guide, you know, she again, I'll attach it to the email. The email is gonna be sent from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Care team OK.
[AGENT][NEUTRAL] And care team, C A R E T E A mhm care team.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Care team, OK, I'll let her know that it's coming from there and to go ahead and and put it.
[AGENT][NEUTRAL] OK, so give me just a moment to go.
[AGENT][NEUTRAL] Mhm. Yeah, give me one moment to send that while we're on the phone.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then once she sets up the.
[CUSTOMER][NEUTRAL] So she, uh-huh.
[CUSTOMER][NEUTRAL] She can give me access to it?
[AGENT][NEUTRAL] Correct, just like she did before. Mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And so I have just sent that um to her.
[CUSTOMER][NEUTRAL] OK, let me go see her hold on, hold on, yeah, she's here, yeah, hold on.
[AGENT][NEUTRAL] Is she, uh, you gonna take her, 00, OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] She hasn't gotten it yet?
[AGENT][NEUTRAL] Yeah, it's gonna, as I was trying to explain, it's gonna take a few minutes for that to come through. I don't think it will go to her junk or spam folder, but in the event that she's not seen it within 5 or so minutes, um, Mercedes, have her check either the, the junk or the spam folder just to make sure that it did not go there. But again, it's coming from care team.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh she said
[CUSTOMER][NEUTRAL] OK, she said she just got it.
[AGENT][POSITIVE] OK good perfect so yes she will just set up the new profile and assign the different anyone that she wants as a user in the portal now if you all have any issues.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Please call us back because with any new thing, you know, there's a few little glitches that we've come across that we're reporting to our IT team and they are diligent.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, let me, let me yeah, let me, yeah, let me transfer you to her because she's here hold on OK? to see if she has any problems. Hold on, hold on. What's your name? I for um I'm sorry, what's your name?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], OK, hold on, [PII].
[CUSTOMER][NEUTRAL] [PII], let me transfer you because she says that it's not recognizing her email also hold on OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] has been forwarded to an automated voice messaging system.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEGATIVE] is not available.
[CUSTOMER][NEUTRAL] At the tone, please record your message. When you've finished recording you may hang up or press one for.