AccountId: 011433970860
ContactId: 2e7e4256-f9ee-464d-bc47-f026755c560a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547140 ms
Total Talk Time (AGENT): 137809 ms
Total Talk Time (CUSTOMER): 179933 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/2e7e4256-f9ee-464d-bc47-f026755c560a_20250618T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII]. Uh, I'm calling you because we have an account with APL, and in the past we always like pay, make payments online using a username and a password, but right now I cannot log in. It's asking me for an email and I cannot access with my email, so I don't know if you changed your platform, but we cannot make the payment pending.
[AGENT][NEUTRAL] OK, so, um, yes, we did, um, launch a new online service center so everybody has to create a new account.
[CUSTOMER][NEUTRAL] OK, but with what info because I've been putting my information, my company's information, and it's not letting me open the account.
[AGENT][NEUTRAL] What's the group number? Let's start there.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Uh, let me open here.
[CUSTOMER][NEUTRAL] Uh, group number is 24245.
[AGENT][POSITIVE] Thank you, let me get that pulled up.
[AGENT][NEUTRAL] Arco Worldwide Inc.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Alright, can you verify the billing address please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and please verify your email.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, we have a different email address that's why.
[CUSTOMER][NEUTRAL] Oh, might be [PII].
[AGENT][NEUTRAL] Um, no, we have [PII], but we have it [PII].
[CUSTOMER][NEUTRAL] Oh yeah, it works it's the same. I mean, I, I, uh, it was like the previous domain that we have, but I received both, both, uh, emails, so yeah, that's mine.
[AGENT][NEUTRAL] OK, so that's the email address you would need to use to set up your online service center.
[CUSTOMER][NEUTRAL] OK, and how can I create that account?
[AGENT][NEUTRAL] Um, you'll go to the um [PII] and click create new online service center account.
[CUSTOMER][NEUTRAL] OK, and then it says which role best describes you. I'm not an insured. I'm like the administrative, uh, person that controls this account.
[AGENT][NEUTRAL] You're the group
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then give me a sec. OK, group number I need to put the 24245 and then zip code is [PII], phone number I can put mine.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then it's [PII] email it's [PII] and the state it's [PII].
[CUSTOMER][NEUTRAL] OK, it says no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, let me see if I can try on my end.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, you should be getting a verification code if you can give that to me.
[CUSTOMER][NEUTRAL] OK. Uh, not yet, but let me wait a few minutes.
[AGENT][NEUTRAL] And it's gonna go to that [PII] email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, not yet.
[AGENT][NEUTRAL] You may wanna check the, check your junk email or spam email folder.
[CUSTOMER][NEUTRAL] I'm in the junk, but it's still no, OK, yeah, got it. It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alrighty, I've gotten that account set up for you, so you'll use [PII] as your username and then for the password um you'll use [PII] [PII].
[CUSTOMER][NEUTRAL] Sorry, again?
[CUSTOMER][NEUTRAL] I didn't hear you. Can you repeat the password?
[AGENT][NEUTRAL] It's the word [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The number [PII]
[AGENT][NEUTRAL] And an exclamation mark.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] And what?
[AGENT][NEUTRAL] [PII] mark.
[CUSTOMER][NEUTRAL] The opening or the closing?
[AGENT][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] I mean, which of both?
[CUSTOMER][NEUTRAL] Which, which one? The, the one at the beginning or the one that ends?
[AGENT][NEUTRAL] The, the, the word [PII], the [PII].
[CUSTOMER][NEUTRAL] OK, give me a sec.
[CUSTOMER][NEGATIVE] No, it's closed this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if it works.
[CUSTOMER][NEUTRAL] Verification, OK.
[AGENT][NEUTRAL] It'll send you another verification code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Email address, OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And then let me see.
[CUSTOMER][NEUTRAL] How can I look for for the invoices because we're we have one invoice due because of the.
[CUSTOMER][NEUTRAL] OK, invoicing.
[CUSTOMER][NEUTRAL] OK, yeah, it says, uh, review and submit the invoice, OK.
[CUSTOMER][NEGATIVE] It is unable to find the invoice you're looking for, please contact customer service.
[AGENT][NEUTRAL] Um, just hit OK or the back button and, uh, try it again.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] Uh, after viewing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How can I download the invoice as we did it previously?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, at this moment, um, you're not able to download it, but I can email, um, a version or I can email it to you.
[CUSTOMER][POSITIVE] Yeah, that would be great because we need to register this in our company. So if you can send me this, that would be great.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Alrighty, I just emailed the June invoice to you.
[CUSTOMER][POSITIVE] Amazing. Thank you so much for your help.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alrighty well thank you [PII] for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you