AccountId: 011433970860
ContactId: 45b3e6dc-e2b6-4765-864e-034ecec3bfc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283399 ms
Total Talk Time (AGENT): 133439 ms
Total Talk Time (CUSTOMER): 104856 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/45b3e6dc-e2b6-4765-864e-034ecec3bfc2_20250610T20:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just added as a user and I'm going to verify, um, you know, my new account that you have to like um to finish your registration. I get codes, um, I go to enter them and they're saying that my the claim is not verified because of my email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're, you're saying as a new user, so you're calling from a group, like you're like a manage user under the group? OK.
[CUSTOMER][POSITIVE] Yes, I am a group, yes.
[AGENT][POSITIVE] And I'll be more than happy to help you with the online service center. May I have your name and your group number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, um, my name is [PII] and our group number is.
[CUSTOMER][NEUTRAL] 26102
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I see you here, [PII], I just need you to verify the group name, address, phone number, and your email address.
[CUSTOMER][NEUTRAL] Sure, my email address is, well, the one that's on file could be [PII] or mine either [PII] or mine is [PII]. The name of our company is Ohio Marijuana Card and our address on file is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and just a good contact number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the um the error message that you're getting, you said it said claim, not verified.
[AGENT][NEUTRAL] Is that all it said or did I miss it more?
[CUSTOMER][NEUTRAL] Yes, so like I, I, yeah, claim not verified and then in parenthesis it says email address.
[AGENT][NEUTRAL] OK, so what's going on is um we launched our new website about 2 weeks ago and we've been having um some issues with certain things and this is one of the errors that's now popping up. Um, so,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] All I'm trying to do is pay a bill.
[AGENT][NEUTRAL] I can help you with the bill. Did you
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to pay our monthly bill.
[AGENT][NEUTRAL] So did you just want me to get you over to billing or did you want to try to figure this out too, or both?
[CUSTOMER][NEGATIVE] Well, I'd rather, I, I wanna figure this out because I don't even know what our bill is for the month. I wanna see our bill before I pay it.
[AGENT][NEUTRAL] OK, so to figure this out, I'm going to send this over to IT because they are aware that this is one of the issues. So did you prefer an email back with help or a call back?
[CUSTOMER][NEUTRAL] A call back.
[AGENT][NEUTRAL] OK, and the [PII], that's the best for you?
[CUSTOMER][POSITIVE] Yes, perfect. Will it be today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not sure. I, I hope so, but in the meantime, would you like me to email you the invoice so you can see it?
[CUSTOMER][POSITIVE] Yes, please if you don't mind and then I can always talk to [PII] about at least paying it so we're not late.
[AGENT][POSITIVE] No, I don't mind at all.
[AGENT][NEUTRAL] Sure, OK, and then, um, so this is just for the June invoice, or did you need any others because I can, whatever you need, I can send.
[CUSTOMER][NEUTRAL] Nope, just the gym.
[AGENT][NEUTRAL] OK. Well, I will go ahead and um email the June invoice to you. I'm gonna send this over um to IT so they can give you a call back and then if you
[CUSTOMER][POSITIVE] Perfect. Can you send it to [PII] at [PII] marijuana card and not Cassandra?
[AGENT][POSITIVE] Yeah, I'm gonna send it to you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, and then um once you get the invoice, if you wanted to call, you do have the option to speak with group billing and make the payment or if you wanted to wait for IT, you can do that as well, whatever you prefer.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much for all your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I'm so sorry for this inconvenience, but I do hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] 01 more question, sorry.
[AGENT][POSITIVE] I'm so glad I remember. What type of browser are you on?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um, Chrome, Google Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.