AccountId: 011433970860
ContactId: 2b477207-e55e-4506-81b7-58b1d13029da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193520 ms
Total Talk Time (AGENT): 108436 ms
Total Talk Time (CUSTOMER): 67449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2b477207-e55e-4506-81b7-58b1d13029da_20250604T15:06_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, we're an employer. I normally go online to pay our bill every month and I can't get into.
[CUSTOMER][NEGATIVE] I can't log on to the website anymore is there a way I can pay it over the phone?
[AGENT][POSITIVE] Yeah you can definitely make a payment over the phone we did recently update our site and so everybody is needing to create new logins. Have you guys done that as a group yet?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, if you wanna try that you definitely can you would just go um from the login page you're gonna click on create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And going forward um you're gonna use whatever emails on file for the group that's gonna be the user name and then you'll need to create a new password.
[CUSTOMER][POSITIVE] OK, uh, OK, hopefully I know which one it is and I can try a few. So I go in and I see that.
[AGENT][NEUTRAL] Ah, I can.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, it's gonna, I'm not sure if it's you you have it on file you'll know which one it is?
[AGENT][NEUTRAL] Yeah, let's take a look. What's the group number? Yeah.
[CUSTOMER][NEUTRAL] The email?
[CUSTOMER][NEUTRAL] It's 266-57.
[AGENT][NEUTRAL] OK. And if you can just verify the group name.
[CUSTOMER][NEUTRAL] Sure it's Boca Holdings LLC.
[AGENT][NEUTRAL] Thank you. So the primary email on here is [PII] yeah.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] So if you guys need to um.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] You can initially create the log in with that email and then once you're in if you wanna add additional users with like a different email you guys can definitely do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I tried to do this um.
[CUSTOMER][NEUTRAL] Oh, I must see the wrong group number.
[CUSTOMER][NEUTRAL] Wait, I just wanna keep you for one second.
[AGENT][NEUTRAL] No, no worries. Yeah, it all has to match, so if anything doesn't match up, it won't let you click next.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Yeah, I think I put in the wrong group number yesterday.
[CUSTOMER][NEUTRAL] I did that's why it didn't work for me. OK, I got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Oh, I'm so glad I tried this like 12 times yesterday.
[AGENT][NEUTRAL] I'm sorry and you know what I'll be honest, yesterday we were, we were having some like interface issues with the platform so it may not have been you it could have been the site it was down yesterday a little bit too so um but yeah so once you move forward you should be able then to verify the email you'll get a verification code just click verify email after you put in that code and then create the password.
[CUSTOMER][POSITIVE] No, no problem at all.
[CUSTOMER][POSITIVE] OK, all right, that sounds good. I really appreciate your help.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.