AccountId: 011433970860
ContactId: 51bcad9a-1bd7-41ae-a49e-83767b1c7d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244820 ms
Total Talk Time (AGENT): 114250 ms
Total Talk Time (CUSTOMER): 102477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/51bcad9a-1bd7-41ae-a49e-83767b1c7d34_20250609T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi yes I'm actually trying to and I don't even know if I called the right number I apologize um I'm trying to log into your site. I'm an employer and when I hit log in it says that to use your email address and either email address I have on file um doesn't work however when we as of last month I didn't even use an email address um I just used a log in um user name.
[CUSTOMER][NEGATIVE] Um, that wasn't an email address and it's saying that they can't find my account.
[AGENT][POSITIVE] OK, um, I'll be happy to help you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] Um, the name on the account is [PII].
[AGENT][NEUTRAL] OK, can I get your name, please?
[CUSTOMER][NEUTRAL] Uh, my name's [PII].
[AGENT][NEUTRAL] [PII], OK. And uh what's the group number that you're calling about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well, let me look at a previous invoice. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do do do.
[CUSTOMER][NEUTRAL] 26102.
[AGENT][NEUTRAL] Alright, and is the number you're calling from the [PII] a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that's my cell phone.
[AGENT][NEUTRAL] OK, thank you. And um could you please verify the uh address that we should have on file for your group?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and last thing I need.
[CUSTOMER][POSITIVE] Yeah, think about that almost gave you my home one.
[AGENT][NEUTRAL] No, you're fine and last thing I need is the um phone number that we should have on file for the group.
[CUSTOMER][NEUTRAL] Oh, question, um, I believe.
[CUSTOMER][NEUTRAL] Probably used her personal. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Correct. Alright, so, um, when you go to the site, are you selecting, uh, create new account, um, because since we, uh, launched the new, um, online service center, um, that we sent the emails.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] About, um, a few, a while back, um, you have to log in the first time, uh, selecting create new account, and it has to be, um, with the email address that's on file, um, which would be [PII]'s.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, so no, I didn't even get that email she probably did let me see if I can get a hold of her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then if not I would just have to create an account through um.
[AGENT][NEUTRAL] Well, she'll have to log in first with her account and then she can add you as a user and then you'll be able to um log in, create your account.
[CUSTOMER][NEUTRAL] OK, so I would just have, but I would still create this OSC oh after she's created it.
[AGENT][NEUTRAL] Well, um, she, yeah, she, it's, it's in the system, but the first time she, she logs in to the new system, she'll have to select create new account and it'll ask her for her email and um like some information and it'll send like a verification code to her email address um and then once she's logged in, then she can go to manage users and add your email so you can log in with your email.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] All right, I will let her know thank you so much.
[AGENT][POSITIVE] Yeah, no problem. If you guys run into any issues um during that process, feel free to give us a call back and we'll be happy to um help walk you through those steps, OK?
[CUSTOMER][POSITIVE] Uh, yeah, perfect, that works.
[AGENT][POSITIVE] All right. Thank you, [PII]. I hope you have a great day and thank you for calling APR.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Bye bye.