AccountId: 011433970860
ContactId: 4a6aa1ea-136f-4800-95c2-a0c688d48d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233660 ms
Total Talk Time (AGENT): 95404 ms
Total Talk Time (CUSTOMER): 126515 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/4a6aa1ea-136f-4800-95c2-a0c688d48d6e_20250611T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, please. Um, I'm trying to log in on the website in order to download the invoice for our group. It looks a little different. Uh, do you guys have, um, a new online system that we need to like set up?
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. My name is [PII].
[CUSTOMER][NEUTRAL] On the plan administrator.
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] 22954
[AGENT][NEUTRAL] OK give me just a moment to look that up.
[AGENT][NEUTRAL] And can I get you to verify the company name and the address?
[CUSTOMER][NEUTRAL] Sure. That would be Haverhead Group, DBA Decorreps, [PII].
[AGENT][NEUTRAL] OK. And what is your email address?
[CUSTOMER][NEUTRAL] [PII]. So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you go on to the OSC, even if you had a previous account, OK, you're, you're there? OK, good. So you will still need to create a new account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm here.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm actually here.
[AGENT][NEUTRAL] Once you create the new account, everything will pull over so you'll go to create an account and you'll go to group.
[CUSTOMER][NEUTRAL] OK. So I'm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I did that. I did group for next, OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And only fill out the information or the boxes that have an asterisk that are required and don't fill out any of the other stuff yeah try try that real quick, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, only. OK. Got it. Oh, OK, I'm doing that. And now the email record, it will be mine then because sometimes your accounting needs to go in and pay, so I don't know what they do. I'll try it. OK.
[AGENT][NEUTRAL] Well you're the primary so yeah you're the primary so you'll have to and then the only thing that won't transfer over is any group admins that you had other than you you'll need to go in and re-add them so that they can include it yeah but you're the primary so you have to do it mhm.
[CUSTOMER][NEUTRAL] So it should be OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. No problem.
[CUSTOMER][NEUTRAL] OK, so I'm here. Let me see.
[CUSTOMER][NEUTRAL] OK. Uh OK. Before, with all the phone number and everything, it wasn't going through. OK. So basically, I will create this again. And are there ways to add admins instead of having to share a password?
[AGENT][NEUTRAL] Right, so now we don't do user names we go through email when you go in there right when you go in there you'll go to manage users and that's where you will include the email of the other people you would like as a group admin and it will send them a link to be able to create their own rights but that's the only thing that didn't transfer over yeah you'll have to include you'll have to add them after you make your account.
[CUSTOMER][NEUTRAL] No more. OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Hi, OK, yeah, OK, I sent you it's, uh, it's from my everyday county. It's about a, uh, non-ab.
[CUSTOMER][NEUTRAL] But yeah, [PII], yeah.