AccountId: 011433970860
ContactId: 3c290f81-2702-4b95-ae96-08638023675e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310119 ms
Total Talk Time (AGENT): 81871 ms
Total Talk Time (CUSTOMER): 109284 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/2025/06/19/3c290f81-2702-4b95-ae96-08638023675e_20250619T14:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from the area agency on aging of Broward County Group number 26121.
[CUSTOMER][NEGATIVE] And the reason of my call is that I am unable to log in and I have been unable to log in for almost a month, so I am late on payments and I am in this cycle where I said forgot password and then I get the code and it says it doesn't recognize the account.
[AGENT][NEUTRAL] OK, and can you verify the address for your group?
[CUSTOMER][NEUTRAL] Yes. It's uh [PII], ZIP [PII] [PII].
[AGENT][NEUTRAL] OK, and then what is the email address for the account?
[CUSTOMER][NEUTRAL] Accounts payable at [PII].
[AGENT][NEUTRAL] OK, and then what is the phone number for the uh group?
[CUSTOMER][NEUTRAL] Uh, the phone number on file is probably give me a second.
[CUSTOMER][NEUTRAL] It's either [PII] or [PII].
[AGENT][NEUTRAL] OK, yeah, it looks like [PII], that's the one that we have. OK, and then [PII], uh, can you, so you have to recreate your account we have upgraded our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you go to [PII],
[AGENT][NEUTRAL] You'll go to
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] Create your OSC account.
[CUSTOMER][NEUTRAL] OK. I, do I select group?
[AGENT][NEUTRAL] Yes, um, go to next.
[AGENT][NEUTRAL] All you have to enter here is your group number and the email that you just provided me.
[CUSTOMER][NEUTRAL] And do I click next?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You'll enter that email address again and it'll send a verification code to that email.
[CUSTOMER][NEUTRAL] OK, let me get that.
[AGENT][NEUTRAL] That may take just a moment.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Save all an eye shadow.
[AGENT][NEUTRAL] And then you just need to enter your password and then confirm the password. You don't need to enter any of the other information.
[CUSTOMER][NEUTRAL] OK, so just the password.
[CUSTOMER][NEUTRAL] Give me a second, I just want to make sure that everything is working before I.
[AGENT][POSITIVE] Yeah, absolutely. Take your time.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][POSITIVE] I agree to the terms. I agree, I agree.
[AGENT][NEUTRAL] Yeah, we'll ask you to log log in again after you've completed that.
[AGENT][NEUTRAL] And then it's going to have to send another verification code, which you'll need to enter. Once that's complete, you'll be in the system.
[CUSTOMER][NEUTRAL] OK. Almost there.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I am there. Thank you so much, [PII].
[AGENT][NEUTRAL] OK and then um just if you're paying your invoice you'll go to my group and then you'll see there's group details invoicing and employees just click on that invoicing and you should be able to pay that invoice.
[CUSTOMER][NEUTRAL] So, invoicing dashboard, I don't see it. Give me a second. So I go to my group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And invoicing. OK, got you, got it.
[AGENT][NEUTRAL] OK, anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] That was it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you, bye bye.