AccountId: 011433970860
ContactId: 2df259f3-b344-4813-83a7-3b8a29c64c47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316799 ms
Total Talk Time (AGENT): 108574 ms
Total Talk Time (CUSTOMER): 169316 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2df259f3-b344-4813-83a7-3b8a29c64c47_20250606T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], my name is [PII], and for some reason I'm, I always pay the APL bill every month and I'm going in and it seems to not know who I am. I can't get in. Did you guys change something?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Uh, we did, um, can I go ahead and get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know. I can't get in.
[AGENT][NEUTRAL] That's OK. That's OK. I can look it up.
[CUSTOMER][NEUTRAL] Um, the name is Centurion Restaurant Group.
[CUSTOMER][NEUTRAL] I guess I could look on an old can you find it through the name or I could look on an old um past invoice that I paid?
[AGENT][NEUTRAL] I should be able to look it up by the name.
[CUSTOMER][NEUTRAL] I pick it up whatever.
[CUSTOMER][NEUTRAL] too.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and you said oh, hold on, you said Centurion.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes, C E N T U R I O N Restaurant Group.
[AGENT][NEUTRAL] OK. OK, there we go.
[CUSTOMER][NEUTRAL] So you have
[CUSTOMER][NEUTRAL] so so.
[CUSTOMER][NEUTRAL] So that.
[AGENT][NEUTRAL] And can you verify the address that we have on file?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The address to the corporate office is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, it looks, so we got a new OSC um platform. It's still going to be at [PII].
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Anything that uh we do they always say.
[AGENT][NEUTRAL] But um we've added new security features and we've made it a little bit more user friendly as well um so what you'll have to do is the primary group admin is going to have to go in and uh they will create a new account once they've created the account everything should pull over pretty well such as billing claims uh employees and everything like that.
[CUSTOMER][NEUTRAL] They haven't that they decided that was the beginning of this year. They said the anything to be said.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But um it looks like
[CUSTOMER][NEUTRAL] So who is the, is it [PII]?
[AGENT][NEUTRAL] Yes ma'am, so [PII] will have to.
[CUSTOMER][NEUTRAL] Who's the
[CUSTOMER][NEUTRAL] What does she have to do, [PII].
[AGENT][NEUTRAL] She will create an uh an OSC account and then she will add you as the user.
[CUSTOMER][POSITIVE] Yeah I do.
[CUSTOMER][NEUTRAL] What is an OSC account?
[AGENT][NEUTRAL] The online portal that you that you um were in previously.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] It's just updated to a new platform.
[CUSTOMER][NEUTRAL] So she has to go in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Create an OSC account.
[CUSTOMER][NEUTRAL] And once she does that, everything should sync back to what to
[CUSTOMER][NEUTRAL] I don't know who else has access. I'm the only one who pays the bill, probably me and her, and I don't know who else, but I'll have access to it.
[AGENT][NEUTRAL] Correct, so she will.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She will send an email to your email on file or she will send a link to the email on file through manage users and you'll be able to access it from there once she sends you the link.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Well, it looks like I'm not gonna get to pay this invoice today. um, OK, thank you so much, um.
[AGENT][NEUTRAL] If you would
[AGENT][NEUTRAL] Um, if you would like, I can.
[AGENT][NEUTRAL] Oh, I was gonna say if you'd like, I can transfer you to group billing and you can pay over the phone if that would be easier until this gets set up.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] No, because, no, I have to process the invoice. I have to code all the employees to where they need to be coded to. No, I need, I need to see the invoice, uh.
[CUSTOMER][NEUTRAL] Can you send me the invoice?
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEGATIVE] No, I, because I can't pay over the phone. It no, it doesn't matter. I can't pay over the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, OK, I'll contactte now.
[AGENT][POSITIVE] Right, thank you so much for calling APL right, I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Alright bye.