AccountId: 011433970860
ContactId: 4f4b9fc5-759e-4c97-b8ca-ec7adc15fc23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284640 ms
Total Talk Time (AGENT): 101260 ms
Total Talk Time (CUSTOMER): 145776 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4f4b9fc5-759e-4c97-b8ca-ec7adc15fc23_20250625T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I work for Dugan Manufacturing, and I got the email that our new invoice is ready, but I cannot get into the new portal.
[AGENT][NEUTRAL] Have you created a new account?
[CUSTOMER][NEUTRAL] When I click
[CUSTOMER][NEGATIVE] It keeps telling me that it doesn't recognize my email.
[AGENT][NEUTRAL] OK, so let's start with your policy number, I mean your group number.
[CUSTOMER][NEUTRAL] 14,220
[AGENT][NEUTRAL] 14,220 alright let me pull that up real quick.
[AGENT][NEUTRAL] Can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Perfect, thank you and please verify your email address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] [PII]. OK, perfect. Thank you. And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect thank you [PII]. OK, so it is the online service center saying it doesn't recognize your email address, is that correct?
[CUSTOMER][NEUTRAL] Yeah. So when I go in,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I tried to I tried logging in, it wouldn't do anything so I tried to create your OSC account.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I went in under group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I hit next. I put in all that information. I'm gonna tell you what it says real quick.
[CUSTOMER][NEUTRAL] Hold on, I put it all in again.
[AGENT][NEUTRAL] Um, all you need to put in is the group number and your email that you don't have to fill in the rest of that.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For some reason the system sometimes likes a group's information and sometimes it doesn't, so.
[CUSTOMER][NEUTRAL] I put in my email.
[CUSTOMER][NEUTRAL] OK, it said complete your account set up, so I hit continue.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] It is making a liar out of me. Hold on.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, for some reason I don't, I don't know why, but for some reason it likes, um, some groups all their information and then sometimes it doesn't.
[AGENT][NEUTRAL] Not really sure what is that.
[CUSTOMER][NEUTRAL] OK, right here when I put in my email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says please enter a valid email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm putting in my email address. I don't know what else it wants.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEGATIVE] It won't take my
[AGENT][NEUTRAL] Let me try it on my end. Hang on one second.
[AGENT][NEUTRAL] All right, so, um, click on, um, send verification code.
[CUSTOMER][NEUTRAL] Do what? I'm sorry.
[AGENT][NEUTRAL] Put your email address in and click on send verification code.
[CUSTOMER][NEUTRAL] Send verification code.
[CUSTOMER][NEUTRAL] Yeah, that's what I did and it says please enter a valid email address.
[CUSTOMER][NEUTRAL] Even though my email address is in there.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I'm gonna send, I, I just sent a new code, so hang on. I just.
[CUSTOMER][NEUTRAL] Oh wait a minute.
[CUSTOMER][NEUTRAL] No, hold on a minute for some reason.
[CUSTOMER][NEUTRAL] Oh my backs.
[CUSTOMER][NEUTRAL] For some reason, that looks like a common I didn't.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Oh, it let me do it this time. For some reason when I like started to type mine and it just automatically popped up it was showing as a comma [PII] instead of dotcom.
[AGENT][NEUTRAL] Yeah, someone, someone, I had another group say the same thing. I'm not sure what that's all about.
[CUSTOMER][NEUTRAL] OK, well I can get in now I think.
[CUSTOMER][NEUTRAL] Hold on, your code is 454649, verify code.
[CUSTOMER][NEUTRAL] I don't wanna change my email. Oh so now I could just put in new uh password and everything.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, should be fine then. OK. All right, yeah, I didn't even notice that all of a sudden I was like really looking. I thought that is not a dot. That is a comma.
[AGENT][NEUTRAL] Yeah, so like I said, someone else said the same thing and I don't know what, I don't, I don't, I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Never know with computers. OK, I will take it from here then.
[AGENT][NEUTRAL] I know, exactly.
[AGENT][POSITIVE] All righty. Well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, [PII]