AccountId: 011433970860
ContactId: 63e8e803-7b3c-4d47-8d37-cd39cb685249
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 947130 ms
Total Talk Time (AGENT): 392518 ms
Total Talk Time (CUSTOMER): 349500 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/63e8e803-7b3c-4d47-8d37-cd39cb685249_20250602T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with APL care team.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Hey, of course.
[CUSTOMER][NEGATIVE] I have a group admin on the line they're unable to access their OSC account. um I do see she's in renewal, but they're trying to pay their invoice.
[AGENT][NEUTRAL] Yeah, it's um they were they're uh we're having uh they were having issues because we just launched the new OSC, um, but it's been fixed, so they just need to create a new account, um, but, uh.
[CUSTOMER][NEUTRAL] Yeah, and I sent that because it wasn't working um but I did put in a request for the OSC to get fixed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, you can go ahead and transfer them to me, um, because I just had, uh, we've been getting these calls all day, but, um, you can go ahead and transfer them to me and I'll walk them through it.
[CUSTOMER][NEUTRAL] Same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I put them through and I did try to set it up and she's getting the verification email and then it's saying that our email isn't working but they wanna go ahead and pay their invoice and they usually do it online so it's 23.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 556 Magaya Corporation and I have verified her it is [PII]. I'm not even gonna try that last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see, they said they have a hub request open from today. Is that the one you put in, I think.
[CUSTOMER][NEUTRAL] I didn't even see the Huberques.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, they have, let me see what that is really quick.
[AGENT][NEUTRAL] Oh, this is something else, um.
[AGENT][NEUTRAL] Yeah, you can go ahead and send them through to me and I'll walk them through it. And who is it that we're we're talking to [PII] you said?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if they're in renewal, I'm new, so if they're in renewal they're still able to pay their invoices and everything, correct? There's just.
[AGENT][NEUTRAL] Well, if they have outstanding invoices they're able to pay them, but if they're in renewal then new invoices won't generate until the renewal hold is released.
[CUSTOMER][NEUTRAL] OK, yeah, and I see that it's.
[CUSTOMER][NEUTRAL] In renewal until the [PII] um I didn't even think to ask if it was an outstanding invoice or if not, I apologize for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's OK. It's OK. Um, I'll get that information from them and then just uh walk them through getting registered and stuff.
[CUSTOMER][NEGATIVE] OK, and I did put in an IT ticket or so I did put in a request to get their OSC account to look into it because she's getting everything and then it's just not finding them and I did all the troubleshooting that I, I knew about.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And nothing and I told her to clear her browser history and.
[AGENT][NEUTRAL] You're fine. I think I know how to fix it because I just had like 2 in a row that um I had to do this with that they were having the same exact problem so I can, I think I can probably get them registered.
[CUSTOMER][POSITIVE] Oh awesome OK.
[CUSTOMER][NEUTRAL] And what is your name again? and I'll introduce you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3? OK, one moment.
[CUSTOMER][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, I have [PII] from our billing department. She'll be able to help you with, uh, paying your invoice.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm great [PII], how are you?
[AGENT][NEUTRAL] I'm doing well, um, so, uh, she did, uh, [PII] did let me know, um, about the issues that you're having with creating the your account in the new online service center, um, and since it just launched today, so we've been getting a lot of calls about, uh, groups having issues logging in, yeah, and, uh, IT did.
[CUSTOMER][NEUTRAL] I'm sure.
[CUSTOMER][NEGATIVE] I didn't think I'd be the only one when I saw that my team couldn't log in and if I couldn't log in, I was like, yeah, they're bombarded right now because they've done something.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it's a whole new system.
[CUSTOMER][NEGATIVE] Something's broken, yes.
[AGENT][POSITIVE] But um I did uh just send an email um just minutes ago saying that it's been resolved so um and I I was able to successfully walk another group through getting registered in the new system so I'm gonna see if we can do the same thing with you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so,
[CUSTOMER][NEUTRAL] So I don't know which if she told you all the issues I've had. So when I try to go, um, and I'll just do it real quickly so you're not sure when I did the forgot password, it's um said I couldn't find my email address. So then I did um the create the OSC account, it said it couldn't find my email address. I went back and thought something's weird here. So I tried forgot password again. It said, OK, let me send you a link. It sent me a link. But then when I got the link, it said, no, we don't find your email address. So.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] It's in a weird little loop.
[AGENT][NEUTRAL] Yeah, so you do want to create a new account, but um, can you verify when you go to create a new account, can you verify the email and the phone number and zip code that you're entering?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so that's another thing, um, I don't know what phone number we registered with, but I know what our office phone number is now, and it's been the same for 5 years, so I don't know, um, she said that's not the, the email or the phone number that we had on file.
[CUSTOMER][NEUTRAL] Um, what I'm gonna be entering is our actual main office phone number which is [PII].
[AGENT][NEUTRAL] OK, yeah, that's probably the issue because that's not what we have um in the system for you.
[CUSTOMER][NEUTRAL] Yeah, and I don't know what number you have or where you would have gotten that number. It's got to be really old. It could have been a direct line to somebody, but we're 100% remote now, so, um, we don't really have any extensions.
[AGENT][NEUTRAL] OK, what we have is.
[CUSTOMER][NEUTRAL] That we may have used to that.
[AGENT][NEUTRAL] No, you're fine. What we have is [PII].
[CUSTOMER][NEUTRAL] Well, that's my personal phone number.
[AGENT][NEUTRAL] Yeah, that's what that's what we have in the system as your group's phone number.
[CUSTOMER][NEUTRAL] I can put that in if you want me to see if that helps.
[AGENT][NEUTRAL] Yeah, so, yeah, so put that number in with your email, um, which we have [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, let's try this.
[AGENT][NEUTRAL] And zip code [PII].
[CUSTOMER][NEUTRAL] OK, let me see what it's it's spending on me, so that's some progress that's interesting that.
[CUSTOMER][NEUTRAL] I have my phone number in there. That's OK.
[CUSTOMER][NEUTRAL] see.
[CUSTOMER][NEUTRAL] It's still thinking.
[CUSTOMER][NEUTRAL] Got a lot of thinking to do.
[AGENT][NEUTRAL] The new new launch on Monday.
[CUSTOMER][NEUTRAL] Oh, you bet.
[CUSTOMER][NEUTRAL] Never, never a dull moment on Mondays, Mondays and Fridays. Fridays sometimes they're worse than Mondays.
[AGENT][NEUTRAL] Yeah, the only thing good thing about it being is that at least we have the weekend to look forward to.
[CUSTOMER][POSITIVE] Yeah. When you, when you get past the day, you're like, OK, now then, now I'm gonna be able to breathe.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did it still be spinning?
[AGENT][NEUTRAL] If it's if it's still spinning, I would, since you've been in there for a minute, um, like I would click out of it and then just go to the link again and go to create a new account um but it might just be taking a minute because.
[AGENT][NEUTRAL] I don't know why yeah.
[CUSTOMER][NEUTRAL] Because everybody's having the same problem?
[AGENT][NEUTRAL] Oh, I would say in my last group it wasn't spinning for this long, so we might just need to like refresh and open a new page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, try that.
[CUSTOMER][NEUTRAL] See if I can really make it match.
[CUSTOMER][POSITIVE] Hey, it, it went this time so let's try this.
[CUSTOMER][NEUTRAL] I want a new password with that real quick.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEUTRAL] I'm gonna send the verification code again. We're gonna see what happens.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it shouldn't it shouldn't be on a claim. Uh, did you accidentally click like start a new claim?
[CUSTOMER][NEUTRAL] I got an email
[CUSTOMER][NEUTRAL] No, I didn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was setting up the account but let me just see what happens.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do know they had the um my last week had the inter.
[CUSTOMER][NEUTRAL] Yeah, that was just some
[CUSTOMER][NEGATIVE] Now it says I've been verified, so it was so weird.
[AGENT][NEUTRAL] OK, good, because I know my last year had to enter in a verification code twice I think.
[CUSTOMER][NEUTRAL] It was just a weird thing to learn.
[CUSTOMER][NEUTRAL] That wants to send me another one, but I'm trying to trying to log me in so at least it recognizes something now.
[AGENT][NEUTRAL] Yeah, so this verification code should be the last one and then you should be in.
[CUSTOMER][NEUTRAL] Which is progress.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK, so before you go to pay an invoice, uh, we'll have to save your bank information again so you don't have to like enter it again, but if you go to on the top right you should see like a little icon it should have like an initial or something in it.
[CUSTOMER][NEUTRAL] Look under my profile.
[AGENT][NEUTRAL] Yeah, and it, yeah, click that and go to your profile where it'll show your banking information and click edit.
[CUSTOMER][NEUTRAL] It does show it there but I can reenter it.
[AGENT][NEUTRAL] Yeah, you don't have to reenter it just click edit and then um after you click edit, click save, um, because it'll make you resave it and then you can submit invoices.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Looks like it's trying to make me enter it all.
[CUSTOMER][POSITIVE] But I'm OK with theming it all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's updated.
[AGENT][NEUTRAL] All right, so now you'll go to your invoice.
[CUSTOMER][NEGATIVE] Yeah, my only option was to edit or delete and when I clicked edit it made me put everything back in just so you know.
[AGENT][NEUTRAL] OK, OK, that's good to know just so I know for the future, um, and now you'll go to your invoices.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me know when you're able to see those.
[CUSTOMER][NEUTRAL] And can I
[CUSTOMER][NEUTRAL] OK, and then I can add people, right?
[AGENT][NEUTRAL] Um, I believe they told us that for now that it will only allow one account or one email to be created in the new in this new system.
[AGENT][NEUTRAL] Um, as far as like users.
[CUSTOMER][NEGATIVE] Oh, that's not good because
[AGENT][NEUTRAL] Yeah, but if you need to add like employees or something.
[CUSTOMER][NEUTRAL] Yeah, because accounting is way different than us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because I need accounting to be able to get to.
[CUSTOMER][NEUTRAL] The invoices.
[AGENT][NEUTRAL] OK, because I think they will have to use yours but um I will double check on that but I know um in a meeting they they did say that initially that it would only be one.
[AGENT][NEUTRAL] Um, user per email or something like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or one email per account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well I can I can log in with him or something like that. I don't like to give my details to anybody else, but I can do it with him on the phone. Now it's telling me there's an error processing the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what happened with the last group and we had to re-save their, their account information and then it worked, but you already did that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] Let me see, let me refresh this.
[CUSTOMER][NEUTRAL] I reentered it completely in fact.
[AGENT][NEUTRAL] Let me refresh and see what um your accounts. OK, so it's showing that May was submitted and that June is still outstanding.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] So are you trying to pay June now?
[CUSTOMER][NEUTRAL] So I just want to pay.
[CUSTOMER][NEUTRAL] I'm trying to say May.
[AGENT][NEUTRAL] You, you did, um, and so I think that maybe it gave me.
[CUSTOMER][NEUTRAL] Uh, it did pay me.
[AGENT][NEUTRAL] Yeah, so if you refresh the screen and go where it shows your invoices, it should show um under submitted invoices it'll show invoice 6387839 um for May and it's showing that it's submitted so it'll process overnight and then by tomorrow it'll be in your paid invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, is it.
[CUSTOMER][POSITIVE] Well, as long as we've got that page and that's good. OK, we're good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Nope, I think that takes care of me. Thank you so much for this. I appreciate it.
[AGENT][POSITIVE] Yeah, no problem. If you have any other issues or any, any, um, any other questions you can always give us a call back or email our care team, um, and we'll be happy to assist you because we know it's a little bit of a process, um, with this new system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes. Well, I, I envy you, um, do not envy you, I mean, I, I feel sorry for you for the day, um, but you know, it's gonna make your day go fast. And you're gonna have to be an expert in the system by the time you get this figured out. So that's the best way to learn, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, exactly, but I appreciate you giving us a call.
[CUSTOMER][NEUTRAL] We'll try to get through your Monday and tomorrow and
[CUSTOMER][NEUTRAL] I'm sorry, you were talking sleep time. I was, I did, I didn't, I thought you were done. I'm so sorry.
[AGENT][POSITIVE] No, you're fine. I was just saying I appreciate you giving us a call and like I said, just reach out if you have any other issues, and we'll be happy to walk you through it because like you said, it helps us learn too we have to help you guys.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No problem well I appreciate your help very much thank you.
[AGENT][POSITIVE] You're welcome. You have a great day bye.
[CUSTOMER][NEUTRAL] You too bye bye.