AccountId: 011433970860
ContactId: 627ba813-e9df-455e-b5c0-48f092ad82f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 810830 ms
Total Talk Time (AGENT): 277315 ms
Total Talk Time (CUSTOMER): 371485 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/627ba813-e9df-455e-b5c0-48f092ad82f8_20250609T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, thank you, [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Oh, you know, I'm so sorry. Uh, don't hang up, please. Uh, I, I have a, an urgent for. Oops, I forgot really sorry.
[CUSTOMER][NEUTRAL] OK, now, let's, let's talk. Hello, [PII]?
[AGENT][NEUTRAL] Hey, can you hear me?
[CUSTOMER][NEUTRAL] OK. Yes, I hear you. Sorry, somebody was calling me and but I missed it. OK. [PII], listen, I need a quick help from you. I hope it's quick.
[CUSTOMER][NEGATIVE] Um, I am having problems getting to the my online.
[CUSTOMER][NEGATIVE] Um, you know, um, uh, version to, yes, to pay, yeah, because it seems like you changed something or something like that. So, uh, I, I, I, I am trying to get into, you know, to to get online to log in, but it's not recognizing my credentials. So now I'm kind of, kind of lost about uh this or if it is possible to have someone to help me with this.
[AGENT][NEUTRAL] The service center, mhm.
[AGENT][NEUTRAL] OK, I can help you with that. Um, are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] Uh yes, actually, I, this is regarding the, the APL, uh, uh, we are part of a group, yes.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] The group number is 22972.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] If you need a spelling [PII].
[AGENT][NEUTRAL] Uh, no, not yet. Um, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And can you verify the um employer name and address?
[CUSTOMER][NEUTRAL] Sure, this is Milto LLC doing this is [PII], uh, it's a restaurant, but the, the correct name is Estra in the Grove. The address you have, uh, is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your address for me?
[AGENT][NEUTRAL] I'm sorry, your email address, your email address.
[CUSTOMER][NEUTRAL] The others again?
[CUSTOMER][NEUTRAL] Ah, OK, OK, uh, that's something that, no, that's fine. Uh, hold on, uh, my email address is for communications is [PII]. If you need me to spell it, just let me know.
[AGENT][NEUTRAL] Sorry?
[AGENT][NEUTRAL] OK, that's not the email that we have on file, um.
[CUSTOMER][NEUTRAL] OK, OK, OK, hold on. That's part of the problem, that's a, that's another problem I have is, uh, the, the email you have which is [PII], doesn't exist anymore. So I thought that I, I have changed it, uh, but I'm not sure at this point, you know, that could, that could be part of the problem, I guess. I don't know, but anyway, when I, when I, when the log in, uh, ask me for the email, even though I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I put the, the, the correct one, it says that it doesn't recognize it.
[AGENT][NEUTRAL] Uh, yeah, because it needs to be something that we have on file.
[AGENT][NEUTRAL] Since we have that old one on file and you have no way of accessing it anymore, that's one of the issues um let me see just real quick.
[CUSTOMER][NEUTRAL] Yeah, but
[AGENT][NEUTRAL] So, um, in order to create the account and I'll I'll walk through this with you, um, but we'll need to get your email changed first and what you'll need to do for that is you'll send an email to [PII].
[AGENT][NEUTRAL] So [PII], go ahead.
[CUSTOMER][NEUTRAL] OK, just give me a second. Let me do it right away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me do it right. OK. Uh, where is the, what is that one?
[AGENT][NEUTRAL] So it's [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and you'll want to put um your group number in there.
[AGENT][NEUTRAL] And who you're calling from and your name and then put what you need changed so in order for us to change the the email in our system you'll need to send us an email um put the one that we have on here, the one that you mentioned and then tell us which one you'd like us to change it to.
[CUSTOMER][NEUTRAL] Mhm. OK. Uh, hold on a second. I'm, I'm doing that.
[AGENT][POSITIVE] And then I can help you with the rest of it in a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here it says, uh, you said that the at the subject to put the group number, the company name, and what else?
[AGENT][NEUTRAL] Oh no it doesn't have to be in the subject just in the email somewhere put in uh the group number yeah just put in the basic information so we know uh whose email we're changing uh so you'll just put the group number.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And the name
[AGENT][NEUTRAL] And then who you are.
[AGENT][NEUTRAL] The email that we have on file, which is the one that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, let me, let me do it right now. I'm gonna read it to you and you tell me if that is enough or if you need anything else, OK? I'm doing that right now as we speak.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And while I wait for that email to come through, um, I can help you with the process of setting up so last week as of Monday of last week we got a new online portal account or a new online portal uh.
[AGENT][NEUTRAL] Provider, and so you'll still go, yeah, you'll, yeah.
[CUSTOMER][NEUTRAL] Yeah, I figured it out, yeah, I guess.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you'll still go to the [PII], but we're asking everyone to create an OSC account so you'll have to create a new one. I will say once you get all of that completed and you create the new account, um, I haven't had anyone say that they didn't have everything pulled over, so everything from your old portal account should have transferred over to the new portal account so I will let you know that but um everyone will need to set up a new account um and I'm verifying I'm just waiting for the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me just finish this. Just let me, yes, let's just finish this because um.
[CUSTOMER][NEUTRAL] OK, OK, the email is [PII].
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] This is 22972.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean exactly the same information as you.
[CUSTOMER][NEUTRAL] From there
[CUSTOMER][NEUTRAL] OK, uh, this is the information I am using here, which is, so I'm reading to you the good afternoon. Here I am requesting to update the email address for our account as follows. The email you have in your records is [PII], but that is not working anymore. The new one is [PII]. So that's what you asked me to do. Then additional information group number 22972, company name mutual LLC doing business as a restaurant.
[CUSTOMER][NEUTRAL] And the address, the [PII]. What else do you think?
[AGENT][NEUTRAL] That should be all.
[CUSTOMER][NEUTRAL] Alright. So, this is gonna be sent to me right now.
[CUSTOMER][NEUTRAL] OK, OK, done.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was sent right. Mhm.
[AGENT][NEUTRAL] And I will have someone from our email team uh check that.
[AGENT][NEUTRAL] And make sure that we got it all um we won't be able to do anything until we can change that email address was there something that you need um specifically right now do you need to pay your uh your bill?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No. Mm, oh yes, if, if because I have uh to the [PII] to do this, but, uh, so I have some days, but, uh, I honestly, what really wanna do is to put the new account and be be able to pay from there. So let's wait until, until, uh, do you have any idea how long this is gonna take to they check the email and
[AGENT][NEUTRAL] It shouldn't take much longer than by the end of today or uh early tomorrow for them to update your email address.
[CUSTOMER][NEUTRAL] And change the information.
[CUSTOMER][NEUTRAL] OK, and [PII], then I will receive a confirmation email saying that it is done.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. And then I guess I have to call you back to do the, the rest of the process.
[AGENT][NEUTRAL] Um, you shouldn't need to as long as you go into the OSC and create your, uh, account, your new, uh, OSC account. You shouldn't need us. um, if you run into any issues though while creating it, um, go ahead and give us a call back, but you shouldn't, you shouldn't need anything further from us unless there's a technical issue that's going on, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I guess the, the, the portal didn't change. I mean, it's a [PII]. I go to the, the, the signing, uh, key, and then it's asking me, it says welcome to the online service center and it's asking me to log in, but now, as per you what what you were saying is I will have to create my my new OSC account, the online service center account, or I'm supposed to be able to log in normally.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you will need to whenever you get whenever you get the confirmation that your email has been updated, you will go in there you will create your OSC account um create it like new only put in the information that is required um I wouldn't put in any additional just uh to try and uh streamline the process faster and then once you create your service center account, the new one, everything should pull over just fine in your banking account information and everything should stay in there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because here it's asking me for my last name and social security name, my zip code and date of birth.
[AGENT][NEUTRAL] Um, are you trying to register as an.
[CUSTOMER][NEUTRAL] And then the email is the one that probably uh uh
[CUSTOMER][NEUTRAL] I don't know, that's another question because it's asking me for the my last name, I mean, the last name, which I don't know if I have to use mine or because this is under a company's name. It, it is, the account is not a personal account, you know.
[AGENT][NEUTRAL] Yes, you'll go back and you will set up an account as a group. I think you clicked insured.
[AGENT][NEUTRAL] Whenever I ask see the role that best de[PII] you, you'll click group.
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][POSITIVE] OK, you see, it's important for you to, for me to ask questions. OK, group, and then next, let me see what happened. group number, zip code, phone number, see email record, email record, and a state. OK, I guess as soon as I have the email I will be able to proceed to the next step. OK, wonderful. Sounds good.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, and if you have any issues when setting it up, go ahead and give us a call back and we can help uh walk you through it step by step, OK?
[CUSTOMER][POSITIVE] OK. Wonderful. Very good information. Thank you. Thank you very much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh yeah. Thank you.
[CUSTOMER][NEGATIVE] Not, not right now. I, I wish I can talk to you if I need to call back again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, well then, uh, hopefully you'll get your email changed here soon and I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Bye-bye. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.