AccountId: 011433970860
ContactId: 2a680e0e-3b0b-4d1d-8fae-130aa393c34e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511630 ms
Total Talk Time (AGENT): 238913 ms
Total Talk Time (CUSTOMER): 135858 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2a680e0e-3b0b-4d1d-8fae-130aa393c34e_20250611T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] from T Bank.
[CUSTOMER][NEUTRAL] We have a group
[CUSTOMER][NEUTRAL] Billing with you guys?
[CUSTOMER][NEGATIVE] I'm trying to log in to the website, but it says, let me tell you exactly what it says. It says error, no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] Would you be able to tell me if I have an account log in?
[AGENT][NEUTRAL] Uh, sure, and um what was your name again?
[CUSTOMER][NEUTRAL] On, on file.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And you're calling on behalf of your group?
[CUSTOMER][NEUTRAL] Yeah, to bank.
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] 16714
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] Can you verify the um address for me please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you so much for verifying that with me. um, so we created a new, uh, we have a new portal provider and so we've changed it to where there's no longer a username you log in through an email we're asking everyone who had whether they had a previous account or not to create a new um OSC account.
[AGENT][NEUTRAL] Everything should transfer over but it looks like the primary um group admin will need to set it up first and then from there they can add uh.
[AGENT][NEUTRAL] They can add other admins through manage user so you'll need to contact um [PII].
[CUSTOMER][NEUTRAL] Are you finance, OK.
[AGENT][NEUTRAL] Yes, and uh he'll need to set up the account first and then he'll add users from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. So we, so we're creating everything new, right?
[AGENT][NEUTRAL] Yes, you're you're creating a new account so.
[CUSTOMER][NEUTRAL] We don't just log in anymore?
[AGENT][NEUTRAL] You'll log in um once you.
[CUSTOMER][NEUTRAL] It's the OSC account, right?
[AGENT][NEUTRAL] Yeah, you'll log in but you use your email account now and uh it will send you a verification code every time you log in um so there is no more username it's tied to the email.
[AGENT][NEUTRAL] Um, but once he right, and so you will create a new one, but everything from your old account will transfer over.
[CUSTOMER][NEUTRAL] The email, OK.
[CUSTOMER][POSITIVE] OK, perfect, yeah.
[AGENT][NEUTRAL] Except yeah, except for the group admins he will need to re-add them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, yeah, sounds good.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, can I ask you?
[CUSTOMER][POSITIVE] Yeah, really quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we keep getting, let me see if I can if I have it here, we keep getting the invoices sent by mail.
[CUSTOMER][NEUTRAL] And we had canceled that. We had changed the option to only email a while ago, probably more than a year ago, but we keep receiving the mail. Is there any way you can take that off for us?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Did not receive it in the mail anymore?
[AGENT][NEUTRAL] All right, let me check on that for you real quick. Um, give me one moment and I will, uh,
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] Alright, give me one moment and I can uh see if someone from group billing can help you change that. You said that it was coming through, um.
[AGENT][NEUTRAL] I'm sorry, you said it was coming through through paper and you want it emailed or was it the other way around?
[CUSTOMER][NEUTRAL] Well, it's coming by both actually. We, we get the email and we get the mail.
[CUSTOMER][NEUTRAL] But we want to get rid of the mail.
[AGENT][NEUTRAL] Alright, give me just one moment and let me see if I can get someone from group billing.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. I have a group admin online or on the phone um I went ahead and told him that he needs to, that they need to get the group primary to create the new OSC account.
[AGENT][NEUTRAL] He did state though that a while back they asked for no longer to get paper invoices but to get emails he's saying that they're getting both and I am seeing um that they're getting a paper paper invoice um will they be able to do that once they set up the online account or do they need to contact you for that?
[CUSTOMER][NEUTRAL] I can well it needs to come from the group contact um they can just simply email it into the care team and we can change it but it needs to come from the group contact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and he said he did that, and I'm not.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] It is 16714 Tara Bank.
[AGENT][NEUTRAL] He said he sent it in a while ago and I did see that they were in renewal back in December, but
[CUSTOMER][NEUTRAL] Is this [PII] on the phone?
[AGENT][NEUTRAL] No, so you need the primary group admin?
[CUSTOMER][NEUTRAL] Yeah, he's he's the only one that can make that request, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And I did tell him that [PII] will need to create the new account first, but he was wondering how they go about getting rid of the paper invoices when they've already submitted a request for it.
[AGENT][NEUTRAL] But I don't, I don't know how to read group. OK, so you're not seeing that the request is in there?
[CUSTOMER][NEUTRAL] No, I'm not seeing where they.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not able to read group notes, yeah. I'm, I'm still learning how to read those.
[CUSTOMER][NEUTRAL] I'm not seeing where we've received where um where we've received a request to do it um.
[AGENT][NEUTRAL] For me.
[AGENT][NEUTRAL] OK, I'll let him know that.
[AGENT][NEUTRAL] I'll just let him know that [PII] needs to send it.
[CUSTOMER][NEUTRAL] Yeah, but it needs to ultimately come from [PII]. Mhm. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I will do that. Thank you so much for verifying that with me.
[CUSTOMER][POSITIVE] You're welcome, no problem.
[AGENT][NEUTRAL] Right, bye.
[AGENT][NEUTRAL] Hi [PII], it looks like um [PII] will need to do that. I confirmed with group billing they haven't seen a request in yet, so [PII] will need to send an email to [PII] um requesting that the paper invoice gets removed um we were able to see that on file so and it will need to come from the primary group admin, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, perfect, yeah, and then one more thing, after she logs in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can we switch the primary?
[AGENT][NEUTRAL] Um, that will also need to come in, that will also need to come in through an email, uh, to care team.
[CUSTOMER][NEUTRAL] On the account.
[CUSTOMER][NEUTRAL] From her, right?
[AGENT][NEUTRAL] Right, all, all of it from the primary group admin mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Yeah. OK, sounds good.
[AGENT][POSITIVE] Alright, thank you so much for calling. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alright perfect.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Great. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye.