AccountId: 011433970860
ContactId: 5b4fb770-50ee-4c40-a452-c999e73ff1c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483679 ms
Total Talk Time (AGENT): 179651 ms
Total Talk Time (CUSTOMER): 155585 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5b4fb770-50ee-4c40-a452-c999e73ff1c0_20250311T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, I'm trying to set up, um, on the online service center and um I didn't get the verification code so it's said to call this number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, is this for an individual account or for a group?
[CUSTOMER][NEUTRAL] Approve.
[AGENT][NEUTRAL] OK, OK, and are you the admin?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, I think we've been having some issues lately, um, but I'll be able to get that verification code for you, um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you do you have that group number?
[CUSTOMER][NEUTRAL] Yes, 80121.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Was this uh Eastern plastering uh Corp?
[CUSTOMER][POSITIVE] Yes, yes it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it and then if you would, can you verify the address for the business please, [PII]?
[CUSTOMER][NEUTRAL] The business is at [PII].
[AGENT][NEUTRAL] OK perfect and then um if you would verify the email address we've got on file for you all.
[CUSTOMER][NEUTRAL] Uh, it's probably Eastern Corp or could it be a dri the driver does that one come up?
[AGENT][NEUTRAL] Um, it actually looks like it might be yours, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, OK, um, and so that's that is what we've got so that does have to match what you enter into the system, uh, when it asks for that information just so that you're aware.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, I, I did put that and, and it did, I didn't get any email.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] That's fine I appreciate you verifying all of that information. It was just so that you were aware, um, so I do have that verification code uh whenever you're ready it is a bit long, um, it's a series of most of the letters are capitalized, so I'll only specify when uh it's a lower case letter.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Lowercase [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The numbers [PII].
[AGENT][NEUTRAL] Lowercase [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] [PII] A.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lower case also?
[AGENT][NEUTRAL] Um, the only letters that are lower case are the ones that I specified, so that [PII] and then that [PII] at the end.
[CUSTOMER][NEUTRAL] OK, so [PII]
[AGENT][NEUTRAL] Yes, and then a [PII] [PII].
[CUSTOMER][NEUTRAL] OK 0 and 0 or 0? There's only one number then?
[AGENT][NEUTRAL] It is an actual 0, yes, yes.
[CUSTOMER][NEUTRAL] There's only one number OK I'm gonna.
[AGENT][NEUTRAL] And if you'd like, if it's easier, um, I can just shoot it to you in an email if you'd like.
[CUSTOMER][NEUTRAL] Let me hit next. OK, now it's create your account, username, password, confirm, email. Primary phone and text message phone.
[AGENT][NEUTRAL] Just in case. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. If I got this far, should that I'd be able to finish up?
[AGENT][NEUTRAL] Should be um if you'd rather wait until you're able once it's done just for good measure.
[CUSTOMER][NEUTRAL] OK, hold on a second, so I have to.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] A username can be anything.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] And the username is very easy to um yes and it is um easy to recover that so if for some reason that's ever forgotten or the password um we can easily recover that information.
[CUSTOMER][NEUTRAL] Is it taste sensitive?
[CUSTOMER][NEUTRAL] Ok, um, user it's gonna be OK.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] OK, it says I need a symbol.
[CUSTOMER][NEUTRAL] It says submitting now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And through here I'll be able to set up the auto pay and everything.
[AGENT][NEUTRAL] You'll have all of that information there um you'll be able to view invoices all that fun stuff um we don't have an auto pay feature uh for groups, but you can still be able to make those you could still make those payments through the online portal.
[CUSTOMER][NEUTRAL] OK, so I can log in and pay it on a monthly basis.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, and um if there's anything outstanding that'll also I'll be able to pay it correct?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, because they just set this up for us so.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] And I am showing now um that yes I'm I'm showing that you're all good and active.
[CUSTOMER][NEUTRAL] OK, so now
[CUSTOMER][NEUTRAL] OK, uh, let me see.
[CUSTOMER][NEUTRAL] Signing in
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] Open invoices.
[CUSTOMER][NEUTRAL] OK, print, and do you know the payments? Are they, uh, do you have any idea if they take, uh, credit cards or bank accounts only or?
[AGENT][NEUTRAL] Oh yes.
[AGENT][POSITIVE] Oh yes you can use a cord, yes.
[CUSTOMER][NEUTRAL] Both
[CUSTOMER][NEUTRAL] OK, and are there any fees for the cards?
[AGENT][NEUTRAL] Um, that is a good question. I'm not, I don't believe so. Um, I don't think I've ever been asked that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Honestly I'm not quite sure um and if you ever did need any further assistance um you can always make those payments by phone as well uh if for some reason the website's not working for you or anything like that you can always call to make a payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, I'll navigate through here and then um go ahead to try to pay it all out. Alright, thank you very much for your help.
[AGENT][POSITIVE] Sure sounds good you're very welcome. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Not right now. We're good, thank you.
[AGENT][POSITIVE] All right sounds good thank you have a great rest of your day you too bye bye.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][POSITIVE] You too. Thanks. Bye bye.