AccountId: 011433970860
ContactId: 52e66349-ca1d-44c4-8a5b-ee75dae0a610
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405579 ms
Total Talk Time (AGENT): 122180 ms
Total Talk Time (CUSTOMER): 98966 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/52e66349-ca1d-44c4-8a5b-ee75dae0a610_20250603T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Uh, my name is [PII]. I'm calling, calling, uh, with Friday Group of America, and, um, I'm trying to log in to normally pay my bill as always for the group and something changed. I cannot log into the account.
[AGENT][NEUTRAL] So we did um recently have an update to our online service center. The old user names and passwords are not working. You will need to create a new OSC account using the email that's on file for the group that's gonna be the username going forward.
[CUSTOMER][NEUTRAL] OK, but let's say the, the HR department handles insurance, but I am an accountant and I pay the bills, so we need different user names.
[AGENT][NEUTRAL] You just want.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] We need uh like she, it might be her email on file but I need my own login like I cannot.
[CUSTOMER][NEGATIVE] Everything is not managed by one person.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 19145.
[AGENT][NEUTRAL] And what was, I apologize, your first name again?
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII] Last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the primary contact might be [PII], which is in the HR department.
[AGENT][NEUTRAL] Right, but you're saying you need your email so you can do the billing?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Because I am the person who paid the invoices. I did not print it out. I paid the invoices. I'm in the accounting department.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEGATIVE] Yeah, cause it's hurt
[CUSTOMER][NEUTRAL] Cause when I went, I saw that the new page.
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] It is her email on here so let me see.
[AGENT][NEUTRAL] I'm not certain if there's a way that I can we can have like as the contact multiple emails. Do you know if you could just have [PII] your email on there or does she need to be.
[CUSTOMER][NEUTRAL] I, yeah, she needs to be because, I mean, we're a group with a lot of people and so she handles all the uh the enrollment and the whole thing with the people and add it in and add it out and the whole thing. But I'm the person who goes in every time and review the, the rates are correct and I print the invoices and I pay the bills, so if I don't have I I cannot pay.
[AGENT][NEUTRAL] OK, let me see what we can do on this since it's, you know, just launched this week, so let me reach out and see what the options are here since she's the contact, um.
[CUSTOMER][NEGATIVE] Yeah, I'm sure larger companies have access to do that. It's not one person who handles everything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm wondering if maybe if you could, if the team if she could do the registration and then if maybe you could add multiple logins once the group is initially registered since uh you know, unfortunately you have to do it kind of like the first time again.
[CUSTOMER][NEUTRAL] Right, OK, uh let me.
[CUSTOMER][NEUTRAL] I'll go, I'll do that. I'll ask her to do so, and, uh, and then if she cannot figure it out, I guess she can go figure it out because I, I, I cannot, I, I cannot pay the invoice until this is figured out.
[AGENT][NEUTRAL] Right, um, I'm getting a response here, [PII]. Give me just a second to see if we can do, how we can do it. Yeah, I reached out, um, let's see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the main contact has to set up the group account and then once she gets in you can um have additional users so just have her do it first and then you can get in with your own and do that for just the billing.
[CUSTOMER][POSITIVE] OK. Oh, perfect. So, how it was before. OK, great, perfect. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome. Thanks for your patience.
[CUSTOMER][POSITIVE] OK thanks bye.