AccountId: 011433970860
ContactId: 1817f41a-d2a0-4054-b607-783aee6a59f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108739 ms
Total Talk Time (AGENT): 45131 ms
Total Talk Time (CUSTOMER): 34547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1817f41a-d2a0-4054-b607-783aee6a59f9_20250617T18:11_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm actually calling, um, we used to have access online to make payments and see invoices, and recently I tried to go online to make a payment, but for whatever reason it says I can't that my email isn't registered so I'm trying to figure out what's going on.
[AGENT][NEUTRAL] OK, um, who am I speaking with?
[CUSTOMER][NEUTRAL] The set size is the accounts payable manager for health holdings company.
[AGENT][NEUTRAL] I'm sorry, what was your?
[CUSTOMER][NEUTRAL] And I have my group number if you need it.
[AGENT][NEUTRAL] Yes, what's your group number?
[CUSTOMER][NEUTRAL] [PII], uh, the group number is 256-47.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] So since we got a new um
[AGENT][NEUTRAL] Provider for our portal about 2 almost 3 weeks ago um we've asked everyone to create a new account even for groups um now in order for a group to uh create a new account it will need to be by their primary admin first and then they will go ahead and add all the users in that they had previously or new users.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it looks like you'll need to contact [PII] as she is your primary, uh, group admin.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. I will contact her. Thank you so much for your help.
[AGENT][NEUTRAL] Oh, any time is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Great, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.