AccountId: 011433970860
ContactId: 533410b6-856e-4564-9dc9-21678fe9b94b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517260 ms
Total Talk Time (AGENT): 179635 ms
Total Talk Time (CUSTOMER): 174577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/533410b6-856e-4564-9dc9-21678fe9b94b_20250611T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] with EMA Engineering and Consulting.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I have actually noticed that you guys um made some changes on your website and now I'm unable to log in.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], um, are you from a group? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. EMA Engineering.
[AGENT][NEUTRAL] OK, and what's that group?
[AGENT][NEUTRAL] And what's the uh group number?
[CUSTOMER][NEUTRAL] The policy number is uh
[CUSTOMER][NEUTRAL] 22534
[AGENT][NEUTRAL] OK, give me a moment. Uh, you may have if you, you may have to create a new account since they made updates. Did you try to create a new account it's still not let you on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I did yeah I'm getting an error message. It says no user was found with the information that was entered and then it gave me this number to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me verify your information. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] And Ms. [PII], uh, verify the group mailing address and the group email and phone number.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The uh I'm sorry, the mailing address is [PII].
[AGENT][NEUTRAL] OK and the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm, I see a different email address in our system. Maybe that's reasonable.
[CUSTOMER][NEUTRAL] can, it might be someone in HR and I reached out to them and they are not sure either is it?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What happened to be [PII]?
[AGENT][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. I'm showing AP.
[AGENT][NEUTRAL] I know what AP.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's accounts payable, um, that is actually, um, it used to be.
[CUSTOMER][NEUTRAL] An email that we used and it rolled into accounting and they change they updated that a few years ago um.
[CUSTOMER][NEUTRAL] Let me try that and see if I can get on while I have you on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Alright, it says we can't seem to find your account.
[AGENT][POSITIVE] Bless it. Give me one moment.
[CUSTOMER][NEUTRAL] And that's entering the password that I've been using?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it's letting me try to complete. So what email did you use it again?
[AGENT][NEUTRAL] That APA.
[CUSTOMER][NEUTRAL] I entered AP yeah [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the password that I used is the password that I normally put in um but when I signed in before the user name was different, it wasn't an email address it was [PII].
[AGENT][NEUTRAL] Um, you'll have to, did you select create your OSC account and then enter your information?
[CUSTOMER][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] And then select group.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] OK, and I need to put the AP.
[CUSTOMER][NEUTRAL] As the email, right?
[AGENT][NEUTRAL] Yes, ma'am, but um, are you able to access that email because once you enter the information, the next step will be to set up a, well, we'll send a verification code to the email address we have and it would also uh let you set a password.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It should roll into the accounting email still I believe all of those are going to that one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can try that, but if I put a new one, if I put the accounting at [PII], is it going to give me an error message again?
[AGENT][NEUTRAL] The AP at engineer AMA EMA engineer. It shouldn't because that's the information I use, but I just wanna make sure that you're able to get into that email to get the verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I think it will be fine. I think we should be able to.
[CUSTOMER][NEUTRAL] Receive that and let's see [PII].
[CUSTOMER][NEUTRAL] Do you know how long it takes to receive that?
[AGENT][NEUTRAL] Uh, it shouldn't be very long. Like it, as soon as you do that and select for the verification code, it should just email it to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Probably take a minute
[AGENT][NEUTRAL] At the most.
[AGENT][NEUTRAL] And I was thinking if
[CUSTOMER][POSITIVE] Oh, I got it perfect.
[AGENT][NEUTRAL] Oh, OK. I was just about to say if it doesn't work, then we may need to send us the email so we can change it, but that's good. OK.
[CUSTOMER][NEUTRAL] It did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, it, I got it. Thank you so much for your help. I think I can complete it from from here.
[AGENT][NEUTRAL] And then you
[AGENT][NEUTRAL] OK, and I just to let you know once you set up um.
[AGENT][NEUTRAL] You may have to reenter if you're trying to, I don't know if y'all try to uh if y'all paid invoices while online uh you may have to check in the profile.
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK. Um, it, it should be at the top right corner, a little blue box with letters.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you click on it it should show a profile and just make sure that banking information is there and correct.
[CUSTOMER][NEUTRAL] OK, top right corner.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, I will create that uh well I'll sign in and then I will look in the top right corner and confirm everything's accurate and I guess if I have any more trouble I'll just um call back.
[AGENT][POSITIVE] OK, good deal. Um, is there anything else I can assist you with? OK, uh, thank you so much for calling me.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[CUSTOMER][NEUTRAL] I believe that is all for now.
[AGENT][POSITIVE] OK, well have a great day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] All right, have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.