AccountId: 011433970860
ContactId: 426b1c5e-c972-4e5e-b155-56a1fe90f7f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1090430 ms
Total Talk Time (AGENT): 286058 ms
Total Talk Time (CUSTOMER): 284383 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/426b1c5e-c972-4e5e-b155-56a1fe90f7f6_20250519T15:27_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], so our HR person has left last week and I know I set up a uh online portal. I don't know my password so I can't, I can't get in. um, who do I, who do I need to speak to about that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, give me one second. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and it's spelled [PII] Last name is [PII], and uh phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have your group number?
[CUSTOMER][NEUTRAL] Uh, group number would be 25,740.
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, give me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, give me just one moment.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You should be able to do the forget the forgot password and I can give you your username.
[CUSTOMER][POSITIVE] OK, yes please, if I can get that, OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] So before I need to, um, can you please verify your um address?
[CUSTOMER][NEUTRAL] Uh, [PII], you got the PO [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so do you have a piece of paper?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Underscore
[CUSTOMER][NEUTRAL] Underscore.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] A [PII]
[AGENT][NEUTRAL] IT.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] O [PII], so [PII] and then [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] O [PII]
[AGENT][NEUTRAL] Yes with an O.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] R [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so [PII], oh wait, um, no, that will be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] with [PII].
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] So my name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, because it, it didn't have a name, it didn't have a first or last name on that, so I thought that was just your overall account. So let me, give me just a second.
[CUSTOMER][NEUTRAL] I just sent her an email too that's why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sure, no problem.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you get that?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I apologize, I'm having trouble finding your username.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Give me just a second. You are on here, so give me just a second.
[CUSTOMER][NEGATIVE] That was my fault. I should have, OK.
[CUSTOMER][NEGATIVE] That's my fault because I thought I wrote it down. I'm looking all over and I go, maybe I did not.
[AGENT][NEUTRAL] Yeah I see you on here but I'm looking for your.
[CUSTOMER][NEUTRAL] I'm actually going through it right now, OK.
[AGENT][NEUTRAL] Because I'm only showing 2 on here, so give me just a second while I look.
[CUSTOMER][NEUTRAL] Sure, and if you still have [PII] and [PII], they're gone. We were actually using Sea [PII], which is [PII].
[AGENT][NEUTRAL] You were
[CUSTOMER][NEUTRAL] Uh, [PII] was using hers and um one of our AP just so, so we can get, uh, our billing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But those two could be wiped out now we I can log in now and just pull it up.
[AGENT][NEUTRAL] Yeah, when you log in, uh, it looks like the Sea Lord one is already suspended, um, the one that I just gave you is active, so whenever you go in there you can.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You'll be able to suspend that. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And K is actually a third party.
[CUSTOMER][NEUTRAL] She's a capital group. I wonder how.
[CUSTOMER][NEUTRAL] I wonder why she has.
[CUSTOMER][NEUTRAL] Oh, could be for something else.
[CUSTOMER][NEUTRAL] I'm not sure why she'll be under HMI.
[CUSTOMER][NEUTRAL] Our company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because those are the only two that I have on here.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I try to do a.
[CUSTOMER][NEUTRAL] New user
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the information I put, uh, any information, information associated with me, uh, was picking up as it's already an existing.
[CUSTOMER][NEUTRAL] Account.
[AGENT][NEUTRAL] With what email are you putting in?
[CUSTOMER][NEUTRAL] Um, I wonder if the email will workc [PII].
[AGENT][NEUTRAL] Yeah, because I'm not seeing, I'm seeing you in your name on here, but I'm not seeing.
[AGENT][NEUTRAL] Do you have a username. I just have those too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because I'm not seeing a username for you.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me try and figure this out real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And is the phone number you gave me, the phone number you used for that?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yes. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To see if I can do some troubleshooting here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm getting the same thing, but I'm not seeing your username. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize. This is taking just a minute. I'm trying to figure out.
[AGENT][NEUTRAL] Why it is showing you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You take your time.
[AGENT][NEUTRAL] In your email, but I'm not seeing your username on here.
[CUSTOMER][NEUTRAL] It is showing my email [PII].
[AGENT][NEUTRAL] Yes, and then I tried to do it as well, and it also showed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same thing, yeah, like it's.
[CUSTOMER][NEUTRAL] Why not let me try.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] What happened to
[AGENT][NEUTRAL] OK, give me just a second. I'm having someone try and locate it.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEGATIVE] Cause when I pull it up, it gives me an error.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it looks like I'm going to need to send you the group billing. Uh, the contact was updated on, it looks like the [PII] of this month, and the new one,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] You were the main group contact and you were removed, so let me contact, yeah.
[CUSTOMER][NEUTRAL] Yeah, I bet you she, yeah, it was.
[AGENT][NEUTRAL] Yeah, because I, I, I was like I, I see it. I see two user names, but I am not seeing you, but yeah, I am seeing your information in here, so give me just a second.
[CUSTOMER][NEUTRAL] I think I know who.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will transfer you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I have a C Yang on the line. Uh, I've already verified her as the group admin for the OSC um, someone deleted her contact information and she is unable to
[AGENT][NEUTRAL] Uh, reset her password. Give me just a second. Um, it looks like the contact was, oh, go ahead, uh, [PII].
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] Yeah, they removed her even though she's the main contact.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hickory mechanical.
[AGENT][NEUTRAL] Yes ma'am, and it's C Yang.
[CUSTOMER][NEUTRAL] No, hang on. OK, yeah, I agree.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] So she said that was actually their 3rd party, so she actually needs to suspend that one as well, um.
[CUSTOMER][NEUTRAL] let me
[AGENT][NEUTRAL] Yeah, I guess whoever they deleted her instead of themselves from the sounds of it, um, but she is their main group admin.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, she just needs to, um, she's not gonna be able to set up.
[AGENT][NEUTRAL] Being is.
[CUSTOMER][NEUTRAL] An online, well, yeah, she should be able to set up her.
[AGENT][NEUTRAL] Yeah, because we tried um with her email and everything and it was saying that she's already in here because I do see her as the contact but there is no more username for her.
[CUSTOMER][NEUTRAL] Yeah, because she's never created one,
[CUSTOMER][NEUTRAL] Who's the right, that one's suspended, OK.
[CUSTOMER][NEUTRAL] Um, OK, so what I'll have to do is the information in, uh, NPL correct as far as phone number and email.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I'll just have to create her a user um so you can just let her know that she'll be receiving an email shortly.
[AGENT][NEUTRAL] OK, I don't need to transfer her to you?
[CUSTOMER][NEUTRAL] To finish setting up.
[CUSTOMER][NEUTRAL] I mean, unless she needs to talk to me, no, I can um
[AGENT][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] I can uh set it up and have it emailed or she'll receive an email um let me make sure it goes through OK yeah she yeah just let her know she should be receiving an email to um finish activating her account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for all of your help.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I talked with our group billing and they said to expect an email uh they're going to help you finish up setting up a a user name uh and then from there you'll be able to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sounds good I think I got.
[AGENT][NEUTRAL] Did you get it already?
[CUSTOMER][NEUTRAL] Yes, as soon as you said it, I'm like, oh, I just looked up and it's there, yeah, so.
[AGENT][NEUTRAL] Yeah, yeah
[CUSTOMER][NEUTRAL] OK, so I'll just have to uh follow instructions and then set it up from here, OK.
[AGENT][POSITIVE] Right, and hopefully that that gets you taken care of. If it, if it doesn't work, go ahead and give us a call back, OK?
[CUSTOMER][POSITIVE] OK sounds good.
[CUSTOMER][POSITIVE] OK sounds good thank you so much for your help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Alright thank you so much for calling APL have a great day.
[CUSTOMER][POSITIVE] OK, bye bye. No problem.
[CUSTOMER][NEUTRAL] You too bye bye.