AccountId: 011433970860
ContactId: 37ee390a-8a2d-45c6-9cde-6d3070c2197f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493359 ms
Total Talk Time (AGENT): 119316 ms
Total Talk Time (CUSTOMER): 182028 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/37ee390a-8a2d-45c6-9cde-6d3070c2197f_20250602T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and my company um has APL Montebello property, and I, I was able to pay it monthly just by logging in and doing it, but um I don't, I don't know if you guys change your format or so, and now it's asking me for an email address and a password and before it was just a user name and a password.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, Mr. [PII], I can help you with the online service center. Um, can I please get your callback number, sir, just in case the call is dropped.
[CUSTOMER][NEUTRAL] Sure. It's [PII] is my direct line.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And then, um, can you also give me, uh, your group number, sir?
[CUSTOMER][NEUTRAL] Sure. The group number is 24994.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your email address for me?
[CUSTOMER][NEUTRAL] The email address for work is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then your physical address and
[AGENT][NEUTRAL] That on the group?
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] It's [PII]'s [PII].
[AGENT][POSITIVE] OK, thank you so much, Mr. [PII]. I appreciate you um verifying that information for me. Yes, we did um open up a new online service center today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you will have to, to go in and um sign up, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The first time you're gonna have to check, check, create your OSC account and you'll be using your group number now.
[AGENT][NEUTRAL] To go in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do I do it says sign up which role describes describes you? Do I do group?
[AGENT][NEUTRAL] Yes, your group and then you will be the group contact also.
[CUSTOMER][NEUTRAL] OK, because I also have a personal, I had a personal sign in for for this as well, so am I gonna be able to sign up for that as well? You know I had the one for work since I'm a member.
[AGENT][NEUTRAL] Yes, sir. You'll
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I also had one myself, yeah.
[AGENT][NEUTRAL] Yeah, for your own personal one you'll need to use your email address as your username now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, so I would have to set that up as well, right?
[AGENT][POSITIVE] And you'll, you'll have to start it. Yes, sir. You'll have to set it up brand new again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so let me see, I'm trying to do verification is necessary.
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So that's gonna give me.
[CUSTOMER][NEUTRAL] So I'm guessing we got this information somehow. I just did not see it or
[AGENT][NEUTRAL] Yes, sir. We did send out information.
[CUSTOMER][NEUTRAL] And verify code.
[CUSTOMER][NEUTRAL] And now it's telling me to
[CUSTOMER][NEUTRAL] Put a new password.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So uh let me see.
[AGENT][NEUTRAL] You should be able to do it following the prompts.
[CUSTOMER][NEGATIVE] OK, I, I don't wanna hang up with you until I'm done because I don't wanna call back, so just give me a second. I'm almost done, so.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No, I will not hang up sir I'll be right here with you.
[CUSTOMER][NEUTRAL] Uh I just wanna make
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And where it says display name we just put whatever name we want to be like um it used to be called Montebello Property so just call it that right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And every time we log in then it's gonna send a verification code I guess it's asking me for a verification and once I tried to log in.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right. So this first time, yes, it will send you a verification code um code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My group, I guess.
[CUSTOMER][NEUTRAL] I mean it should be fairly simple to pay it online still right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] This new online service center is gonna be more user friendly and it'll give you more information too than the old one did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, invoicing, I guess that's where I go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] So I guess I just need to set it all up, no?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Because um it won't case our client side exception has occurred.
[CUSTOMER][NEUTRAL] Alright, well, let me, well, it kicked me out totally, uh, there we go back in resource.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, let me see, um,
[CUSTOMER][NEUTRAL] Billing
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So do, do I pay them from the dashboard or where do we pay?
[AGENT][NEUTRAL] You should be able to pay from the dashboard on it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Go to group, go to broker, so I guess go to group there.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Then do invoicing.
[CUSTOMER][NEUTRAL] It shows the invoice.
[CUSTOMER][NEUTRAL] OK, well, let me, let, let me, um, take it from here and if I have any questions I'll call back thank you.
[AGENT][POSITIVE] Absolutely. Always feel free to pick up the phone, Mr. [PII].
[CUSTOMER][NEUTRAL] So please
[CUSTOMER][POSITIVE] OK, thank you very much. Take care. Bye.
[AGENT][POSITIVE] You're welcome you have a blessed.