AccountId: 011433970860
ContactId: 40c027fa-416a-40e6-bd20-ba0e3fd7a4b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405829 ms
Total Talk Time (AGENT): 105550 ms
Total Talk Time (CUSTOMER): 175661 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/40c027fa-416a-40e6-bd20-ba0e3fd7a4b5_20250613T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling because I tried to get the invoice on the website, and when I try to create, it looks like you have a new website or something to get the invoices.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] What new way to do it, and I put a group number and the email um and it said do not recognize it, that it said it's not on records.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 17.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me a second. Oh, come on.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 17273.
[AGENT][NEUTRAL] Alright, and then if you could verify with me please the name of the group and the address.
[CUSTOMER][NEUTRAL] So Par USA [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, when you click create OSC account and then you click create and then you click group, you have group number 17273 in there and then under the email on file we have [PII], so [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, that's what I'm putting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 17273 and the email address.
[CUSTOMER][NEUTRAL] [PII], it is said no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] Try it again and if the error persists, please contact our customer service.
[AGENT][NEUTRAL] Do you have anything in any of the other boxes?
[CUSTOMER][NEUTRAL] Yeah, the zip code, the phone number, the city.
[AGENT][NEUTRAL] Take all that out and just leave group number and email and then click continue or next and tell me what it says.
[CUSTOMER][NEUTRAL] OK, who is to allow me to take the
[CUSTOMER][NEUTRAL] The steak, non-staquitalo.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me go back and start it again.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEGATIVE] Oh, why I can't get, I can't write it off the stage.
[CUSTOMER][NEUTRAL] I have the email records and have the group number, but I can't take it off the, the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what brows, OK.
[CUSTOMER][NEUTRAL] Let me go completely out.
[AGENT][NEUTRAL] Do you know what browser you're using?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh, age.
[AGENT][NEUTRAL] Do you know how to clear your history and do you know how to clear the history on your internet browser?
[CUSTOMER][NEUTRAL] I using age.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the preferred browser is Google Chrome. So if you're not using Google Chrome.
[CUSTOMER][NEUTRAL] Google Chrome. I'm gonna try.
[AGENT][NEUTRAL] OK, I would try Google Chrome.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna try Google Chrome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] What's the website I have?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Create your OSC group.
[CUSTOMER][NEUTRAL] Max 17273.
[CUSTOMER][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But so far.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEGATIVE] No, doesn't allow me neither.
[CUSTOMER][NEUTRAL] I'm on Chrome right now, and I entered just the group number.
[CUSTOMER][NEUTRAL] And the email address, I when I click next.
[CUSTOMER][NEUTRAL] Again, I got the
[CUSTOMER][NEUTRAL] The error message 17273, that's a good number.
[AGENT][NEUTRAL] Hm, OK. I'll have to, I'll have to try and set it up for you since it's not letting you go forward. Give me just a second.
[CUSTOMER][NEGATIVE] I can't get it.
[AGENT][NEUTRAL] OK, I just sent a verification code to your email, so when you get that, uh, read it back to me, please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, that's the problem because that's not my email. Let me see if the person.
[CUSTOMER][NEUTRAL] With the email it's available.
[AGENT][NEUTRAL] Yeah, I mean you're gonna have to have access to the email to get the verification code.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] I'm afraid that she need to call you.
[CUSTOMER][NEUTRAL] To create the the new account.
[AGENT][NEUTRAL] OK, yeah, because it has to be set up.
[CUSTOMER][NEUTRAL] Because she's not available.
[AGENT][NEUTRAL] OK, yeah, it has to be set up on whatever's on the uh group so if you don't have access to that email then yeah she'll need to call us when we can set it up.
[CUSTOMER][NEUTRAL] On the group, yeah.
[CUSTOMER][POSITIVE] OK, I'm gonna let her know. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm bye bye.