AccountId: 011433970860
ContactId: 411f3bfa-037f-48b2-8fe8-60428a71c896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188699 ms
Total Talk Time (AGENT): 77172 ms
Total Talk Time (CUSTOMER): 85567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/411f3bfa-037f-48b2-8fe8-60428a71c896_20250610T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. I'm calling with Pipeline Construction and Maintenance. I do the accounts payroll for the company, um, every month I've paid online using my online account or, um, monthly invoice, and this month, um, I'm not, it's not letting me log in, um, I talked with our HR girl who handles, um, the insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Everything insurance and she said that I needed to make a new account that something had changed um she had to make a new one as well so I'm trying to make the new account um but it's giving me an error.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I'm only putting in the group number and I'm assuming the payables email is not one on record but I previously had an account so I'm not sure why.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] 259-9998
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so, um, who did you speak with for.
[AGENT][NEUTRAL] Um, who was supposed, who, who created the first account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure if it's under E2 at PCM Inc or HR at PCM Inc.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] For her email.
[AGENT][NEUTRAL] And the address on file for the company?
[CUSTOMER][NEUTRAL] Um, [PII] or [PII].
[AGENT][NEUTRAL] we don't have that physical address on file. Um, is there another one or does it need to be changed?
[CUSTOMER][NEUTRAL] Um, [PII]. Do you have [PII]?
[AGENT][NEUTRAL] Yes, is that, is that an old one that needs to be?
[CUSTOMER][NEUTRAL] Um, so it's still an accurate address. We have two offices.
[AGENT][NEUTRAL] OK, OK, I just wanted to make sure um it looks like, so [PII] set up the account she is the primary user um so when she uh created the account, she needs to go to manage users and she will put in your credentials and it will send you a link to do it otherwise, uh, it'll try to make it if you're just trying to do it on your own.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, and create a new account it's going to show inactive or it's not going to work because she's already created one for that group number. So yeah, you'll need to talk to [PII] and she'll add you, uh, she'll need to add you through, uh, manage users.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] Manage users. OK, I will go get with her thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much for calling APL. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye.