AccountId: 011433970860
ContactId: 625b3844-8fa3-4b4e-86a5-ed6d090d35ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 934619 ms
Total Talk Time (AGENT): 240763 ms
Total Talk Time (CUSTOMER): 143438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/625b3844-8fa3-4b4e-86a5-ed6d090d35ae_20250620T17:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon and uh my name is [PII]. I'm calling from Canseco Electrical Contractor Inc. The reason for my call is that I'm trying to access the APL um portal, you know, for the for the company in order to pay my invoice that's due before, um, July, but it's not saying that, um, it says that I'm having errors that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] To call customer service and I would greatly appreciate if you could help me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you and your group number?
[CUSTOMER][NEUTRAL] 18966.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Just waiting for it to come up here.
[CUSTOMER][POSITIVE] No worries, take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm hoping
[AGENT][NEUTRAL] OK, I don't know what's going on with my system. So in the meantime,
[AGENT][NEUTRAL] We launched a new website about 3 weeks ago. Um, have you tried to log on since then?
[AGENT][NEUTRAL] Oh, well, yeah, since then, or was it prior?
[CUSTOMER][NEUTRAL] That's the thing I did um forget mem uh forget password forget is and it keeps on saying that my um emails are not on record or not.
[AGENT][NEUTRAL] Yeah, hold on, hold on, hold on.
[AGENT][NEUTRAL] Yes, hold on. So have you tried, have you tried to log on?
[AGENT][NEUTRAL] Well, the question I was asking was, have you tried to create an account since in the last 3 weeks, not forget the password, create an account. The reason I'm asking is because the new system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mm, um, yeah, I'm trying to create an account now for the group.
[AGENT][NEUTRAL] I understand. So what I'm trying.
[CUSTOMER][NEUTRAL] Or does it have to be individually because I'm I manage it that's why I wanna know. I'm trying to create one now.
[AGENT][NEUTRAL] Yes, I'm trying to help you. So the, the reason I'm asking these questions is because the new system asks for an email where your old system asks for a username and password. So if you use the forgot password, it's still going to give you an error because we don't ask for usernames. So go ahead and click create OSC account.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're going to select group.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Yes, I'm there.
[AGENT][NEUTRAL] So go ahead and follow the prompts for group.
[AGENT][NEUTRAL] And may I have your group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 18966.
[AGENT][NEUTRAL] 66 OK I forgot I wrote it down. Thank you.
[CUSTOMER][POSITIVE] Oh, no worries.
[AGENT][NEUTRAL] 18966.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hold on, before you even do that, because it's probably not gonna, it's probably still gonna give you an error. Is [PII] available, [PII]?
[CUSTOMER][NEUTRAL] [PII] is um from [PII]. I, I, she's the one who gives me you, you guys.
[AGENT][NEUTRAL] The reason I'm asking is because that's who's listed as the group contact, so that's whose email is down there. So anything you enter that doesn't match is going to give you an error.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] She, uh, no, she's the agent. She's the, the third party agent.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Can I add my email?
[AGENT][POSITIVE] Let's do this. Yes, that's what I'm gonna tell you. So let's, uh, so I'm gonna give you our care team email, it's [PII].
[CUSTOMER][NEUTRAL] I could pay this directly?
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And in the subject, you can just put your group number and and name if you like, and then in the body just put um, you know, group contact, group admin update, and your name or whoever needs to be listed as the group administrator, and then their email address and then you can create the account for the group.
[CUSTOMER][NEUTRAL] How long will it take? Because I need to pay it before, you know, July, and I only have like a week left.
[AGENT][NEUTRAL] Um, so it, it, you can get this, we can get this done today. The email was processed the same day and then once it's, once you're added, you can just, um, you know, follow the prompts to create the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me a second, let me just write it in with and then.
[CUSTOMER][NEUTRAL] Like um.
[AGENT][NEUTRAL] And actually, if you want to um send it now, I can ask someone on the email team to pull it for me so we can do it now if you like.
[CUSTOMER][POSITIVE] Yes, I'm actually typing it up right now.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, I just sent it.
[AGENT][NEUTRAL] Alright, do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Go right ahead, no worries.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi, yes.
[AGENT][NEUTRAL] Hey, thank you so much for holding. I apologize for that wait. I was just speaking with my um team lead, so I was trying to see if, because there, there's been some changes made. So I was trying to see when you send the email, if we can just go ahead and pull it. So we pulled it to send to group billing, but group billing still has to make the changes for the group. Um, but once the changes are complete, you will receive an email.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that will be um at some point today, you will receive an email um that has been completed, so you know you can go on there and create the account for the group. But in terms of the billing and invoices and things, there's there's definitely gonna be not going to be, you know, any penalty for.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] An error that's not yours.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Alright, was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, you were saying something about, um, billing like.
[AGENT][NEUTRAL] Oh, the phone went out. Oh, OK, OK.
[CUSTOMER][NEUTRAL] And then like that's it, that's all I heard.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Um, so I was saying the um billing. I lost my train of thought.
[AGENT][NEUTRAL] Group billing. Oh, once we, well, I don't know what's the last thing you heard?
[CUSTOMER][NEUTRAL] Uh, that was it like then when you got to the billing and then that was it.
[CUSTOMER][NEUTRAL] So I'm assuming like once I'm once I receive either the email today I'm able to try to do the log in with my email and my group number and then I'll be able to enter.
[AGENT][NEUTRAL] Right, group billing will, um,
[CUSTOMER][NEUTRAL] And then I could view the account and pay the bills.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's all I needed. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Likewise thank you bye bye.
[AGENT][POSITIVE] You're welcome, bye bye.