AccountId: 011433970860
ContactId: 45339ae2-44cd-4455-add3-e7c328fe21f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328540 ms
Total Talk Time (AGENT): 122228 ms
Total Talk Time (CUSTOMER): 161268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/45339ae2-44cd-4455-add3-e7c328fe21f8_20250324T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, yes ma'am. I was looking to get access or need to know how to get access to be able to get into our account. I need to get an invoice, um, that is gonna be due on this payroll and so I'm just needing to know what steps I need to take.
[AGENT][NEUTRAL] OK, and so this is for a group, yes?
[CUSTOMER][POSITIVE] Yes ma'am and I can give you the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] It is 12812.
[AGENT][NEUTRAL] OK, do you know, have you guys ever registered online or?
[CUSTOMER][NEUTRAL] It has been, it's been registered probably for a long while now, so, but actually I am new um to the county and so but I handle the payroll and I also handle the invoices for these.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Let me pull it.
[CUSTOMER][NEUTRAL] And so this is the only one I do not have.
[AGENT][POSITIVE] Yeah, no worries, let me pull this up here. Let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right. And then if you don't mind, can I grab the name of the group just to verify.
[CUSTOMER][NEUTRAL] Mhm it's Custer [PII].
[AGENT][NEUTRAL] And then I just need um an address or that we would have on file and then a phone number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So, um, it's [PII], it's [PII].
[CUSTOMER][NEUTRAL] As far as the phone number.
[CUSTOMER][NEUTRAL] That phone number I do not know where it came from or what number um it belonged to because I think the last four digits on it is [PII] somewhere along those lines of the last four, but our phone numbers um we either would have it going to an HR phone or our um admin's office which would end in 4207.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, they have a [PII].
[CUSTOMER][NEUTRAL] Yeah, and that one.
[CUSTOMER][NEUTRAL] See and our cell number for HR [PII]. Let me find it.
[CUSTOMER][NEUTRAL] Hey [PII], do you know whose phone number it would be that ends in [PII] yeah, because I need to get switched over.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to get uh I need to get our American public life invoice for this one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She has to know who's not the.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it has to be like a very old one. OK, so what else can we do to basically because I need to be able to get access so I need a user name and password to get set up.
[AGENT][NEUTRAL] Yeah, so the original, the old I guess contact on here was [PII].
[CUSTOMER][NEUTRAL] And which he still is.
[AGENT][NEUTRAL] OK, OK. So his email is the one associated with the group.
[AGENT][NEUTRAL] So if you need to do a password reset, it's gonna go to [PII]'s email, it looks like, um, and I can
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Well I don't even have a user name for it.
[AGENT][NEUTRAL] I can give you the user name.
[CUSTOMER][NEUTRAL] OK, now is that one that is a general one that gets used amongst everybody or?
[CUSTOMER][NEUTRAL] Do we get our own?
[AGENT][NEUTRAL] So this looks like the active one for this particular group now once you get into the once you're in the account you can add additional users there's an option under my account to manage users so if you wanna create your own like username and you could do all of that um and you could add yourself yeah as a user you just need to get first into the account, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It access into it.
[CUSTOMER][NEUTRAL] Oh got you OK um so what is the username on that?
[AGENT][NEUTRAL] So the username, this is all lower case is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] uh-huh.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, she's from a long time ago. OK, so they've never changed it. Got it. OK.
[AGENT][NEUTRAL] Yeah, so you
[CUSTOMER][NEUTRAL] And then we just need the password.
[AGENT][NEUTRAL] Yeah, and then you can just reset the password to get in and then um like I said you can once you get in add yourself and create your own username and stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you OK all right sounds good then I will go ahead and do that thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.