AccountId: 011433970860
ContactId: 24944520-10c8-47ec-858b-84ff1ec8c0d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 659929 ms
Total Talk Time (AGENT): 136730 ms
Total Talk Time (CUSTOMER): 115071 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/24944520-10c8-47ec-858b-84ff1ec8c0d8_20250527T14:37_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] Hi, so I am having some issues with the portal. Me and my coworker, both of our accounts, every time we try to pull anything, it's giving us an error.
[AGENT][NEUTRAL] OK. Let me see if I can help you and who am I speaking to?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, [PII] and is, are you pulling for uh yourself or for the company?
[CUSTOMER][NEUTRAL] For our clients I am on the broker's side.
[AGENT][NEUTRAL] OK, and what group are you trying to pull information on?
[CUSTOMER][NEUTRAL] Uh, it is Mr. [PII]'s Plumbing.
[AGENT][NEUTRAL] Let me see what we have going on.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] I can give you the group number if that helps.
[AGENT][NEUTRAL] Well, what broker um are you with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me. I'm trying to back into everything. We are doing some upgrades, but that really doesn't take place until tomorrow. So that might be part of what's going on here.
[AGENT][NEUTRAL] Um, but let me see.
[CUSTOMER][NEUTRAL] OK, because it's doing it for all of the groups that we have on the portal, not just this one specifically.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have a feeling it has to do with the updates that we're doing, but let's see.
[AGENT][NEUTRAL] OK, and are you using um bills?
[AGENT][NEUTRAL] Account.
[CUSTOMER][NEUTRAL] No, me and my coworker, we share an account. It is [PII]'s account.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] But his is not doing it too, so I mean we can work with his if that's easier.
[AGENT][NEUTRAL] Well, I only see Bill. Are you using the agency account?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh, it's a possibility.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, what is the login that you're using the username?
[CUSTOMER][NEUTRAL] Uh, the username is [PII] [PII].
[AGENT][NEUTRAL] Well, that might be part of the problem.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Interesting, um, I believe my boss, he, his username is [PII].
[AGENT][NEUTRAL] Well, let me, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what are you getting when you, um, is it giving you an error or is it just not giving you anything?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the error, sir?
[CUSTOMER][POSITIVE] Yeah, it gives me an
[CUSTOMER][NEUTRAL] Um, let me get back to it.
[CUSTOMER][NEUTRAL] Might take a second.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I'm sorry, uh.
[CUSTOMER][NEUTRAL] 0522.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 592-82.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] So I've gotten it a couple times. It says oops, there's been an error looks like we're experiencing technical difficulties. If you continue to experience these issues, please contact customer service.
[AGENT][NEUTRAL] OK, so is it letting you at least log into the account and is it when you're selecting the group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] So it's I, whenever the group is loading after I hit the plus on the tab, whether it's loading the bill or loading the employees it gives me this error.
[AGENT][NEUTRAL] OK, I am in an account that I have access to, so let me see what we've got.
[AGENT][NEUTRAL] But it does let you go into the group itself, right?
[CUSTOMER][NEUTRAL] Kind of whenever I hit the plus to go into the group, it gives me that error after it takes a couple of minutes of loading.
[AGENT][NEUTRAL] OK, I just clicked on the plus for a group and it's spinning.
[AGENT][NEUTRAL] Let's see what happens.
[AGENT][NEUTRAL] If I'm able to pull it up, what I'm probably gonna have you do is um.
[AGENT][NEUTRAL] Clear your cash, [PII]. Sometimes that's all it takes is just clearing your cash, but let's see if I get, yeah, I've got the same thing.
[AGENT][NEUTRAL] OK, so let me go ahead and report this, um.
[AGENT][NEUTRAL] And I can shoot [PII]. I've got her email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once it's fixed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good thanks so much.
[AGENT][NEUTRAL] All right. Is there a phone number I can call just in case?
[CUSTOMER][POSITIVE] Yeah, I can give you this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, I will get back with you guys one way or another, either email or phone call. OK, [PII]?
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][POSITIVE] Alright, thanks so much for calling. You have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm, bye-bye.