AccountId: 011433970860
ContactId: 43a04f42-5f93-45a5-976f-6df1cf6d9c59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294720 ms
Total Talk Time (AGENT): 190921 ms
Total Talk Time (CUSTOMER): 109169 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/43a04f42-5f93-45a5-976f-6df1cf6d9c59_20250609T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], would you like my group number?
[AGENT][NEUTRAL] Are you the administrator for the group?
[CUSTOMER][NEUTRAL] Um, I'm the employer.
[AGENT][NEUTRAL] OK, so I mean I'm asking, no, I'm sorry, I was asking if you're the primary contact for the group.
[CUSTOMER][NEUTRAL] I might be the secondary or I might be the primary I'm not sure.
[AGENT][POSITIVE] OK, well, I can certainly check that for you. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Is that correct? [PII]. OK. OK, thank you. And what is a good callback number for you, please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] PAR uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Uh-huh.
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] OK. All right, thank you. And what is the group number now, please?
[CUSTOMER][NEUTRAL] Um, 16269.
[AGENT][NEUTRAL] OK, thank you. So [PII], while I'm getting the group's information to pull up, I will have to verify some things once I do, but if you would like, you can go ahead and tell me how I can help you today while this is loading.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, I always pay our bill our monthly bill online and when I logged it try to log in today, the system did not know who I am, it couldn't find me and all I wanna do is pay my bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, so you're trying to log into the OSC but you're not able to, is that correct? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, so first off, if you could please verify your, the group's name and address, please.
[CUSTOMER][NEUTRAL] Sure. So it is Maimani Shalom Academy, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The, um, what, who is the other person you said that could be a contact for the group, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is her email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary phone number that we would have on file for the group uh well it does appear to be that this is the same number that you gave me. OK, so thank you very much for verifying all of that information so yes ma'am, there was an update in the online service center so we show [PII] as being the primary user for the group so what and she should have received an email regarding this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she is going to need to create a new account, so instead of clicking log in she's gonna have to set it up as a new account and then reassign her users.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anybody else that she wants to have, you know, access to it.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright, I will reach out and let her know.
[AGENT][NEUTRAL] So that's why you're not able to log in. Yes, ma'am, and I do want to ask you one more time, on your first name, didn't you say the first letter is [PII] or [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but you, yeah, you may have me, it's [PII], yeah.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so it is spelled differently in our system.
[CUSTOMER][NEUTRAL] I, how is it spelled? Do you have it as [PII]?
[AGENT][NEUTRAL] Under the contact with an [PII] No, it's [PII] but with an [PII], yes, so let me give you an email address so that you can send in a request to have that corrected for you.
[CUSTOMER][NEGATIVE] With an [PII], oh, so that's wrong.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the email that you were gonna send or the email address that you'll send this to is.
[CUSTOMER][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you'll just include the group number when you send that, [PII], and just ask that the spelling of your name be be corrected on the group level as a contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that uh, oh, you're welcome. Can I help you with anything else at the moment?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] OK, well then, thank you again. You're welcome and thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you