AccountId: 011433970860
ContactId: 541f4f03-d941-4b56-b767-b27ce71d24e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382140 ms
Total Talk Time (AGENT): 134977 ms
Total Talk Time (CUSTOMER): 171443 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/541f4f03-d941-4b56-b767-b27ce71d24e1_20250224T22:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you? this is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am calling regarding a group number 19031.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK and may I have your call back number just in case we get disconnected Miss.
[CUSTOMER][NEUTRAL] Uh, uh, I'll give you because it's already over past [PII].
[AGENT][NEUTRAL] OK, alright, thank you, and let's see what's the name and address of the group.
[CUSTOMER][NEGATIVE] The the address um is um let me see something here really quick, no it's not letting me do it. OK, I'm logged in actually not I I cannot log in, but the reason why I'm calling is because I can't get my invoices and I need to pay, um, so you were asking me for what for the account or?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The name of the group and the address of the group. Mhm.
[CUSTOMER][NEUTRAL] Alarm depot, the alarm depot.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][POSITIVE] Perfect. OK, let's see.
[AGENT][NEUTRAL] OK, so it says the renewal was complete.
[AGENT][NEUTRAL] renewal hold on the [PII] and you say you're not able to get in to pay your invoices.
[CUSTOMER][NEUTRAL] Right, so I have a per uh basically my own personal, um, log in, but I'm trying to view the company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] How would I, how can I be able to to log in and view the entire and make payments?
[AGENT][NEUTRAL] OK, um, I see that the group is registered as well. So let me go ahead and give you the username under the group and um we can try to, you know, click on forgot password if you need to do that and all that, that good stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, so, so I'm on your computer now and it and it says log in or new user so don't go into new user right? Just go to log in, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Log in.
[AGENT][NEGATIVE] No. Correct.
[AGENT][NEUTRAL] OK, the username that I see here for the group is [PII].
[CUSTOMER][NEUTRAL] OK, I'm here.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on, that's the user name?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK hold on so it's [PII].
[AGENT][NEUTRAL] [PII], so [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let's put that OK.
[AGENT][NEUTRAL] And we don't have the password so you can click on that password and it's gonna send you a link to your email, to the email address that we have on file.
[CUSTOMER][NEUTRAL] OK, so the email that you have on file is [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, I'll try it out. Thank you dear. Should I keep you, yeah, yeah, yeah, if you don't mind, that would be great.
[AGENT][NEUTRAL] Do you wanna try while you got me on the line or? Yeah, go ahead. Yeah. I don't, I don't. I'd rather for you to be in completely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Hold on, let me just, let me just write this and 01 and then let's go get password.
[AGENT][POSITIVE] You're welcome. Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Enter your user so I guess I use the same one you gave me [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Next, let's see here oh OK primary phone number.
[CUSTOMER][NEUTRAL] I guess I'm gonna go email send.
[CUSTOMER][NEUTRAL] Let's check here.
[CUSTOMER][NEUTRAL] OK, we're going.
[CUSTOMER][NEUTRAL] OK, now it's asking me to do the new one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Do I need numbers? I don't shit.
[AGENT][NEUTRAL] Yes, yes, on the password you need numbers, lowercases, uppercases, a special character.
[CUSTOMER][NEUTRAL] OK, here we go once again.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I see everything here so.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK perfect I can make payments here too because I remember back in the days we couldn't make payments but we can.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes you can and you're just gonna click on invoices open invoice and it's gonna give you an option to make a payment.
[CUSTOMER][POSITIVE] Awesome perfect thank you so much I appreciate it.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. And if you have any other questions, just feel free to call us back. We're here into 6 Central time, OK? So you still have one more hour. You're welcome, [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much alrighty bye.
[CUSTOMER][NEUTRAL] Bye.