AccountId: 011433970860
ContactId: 6f7ab8f6-72c3-4462-ba4e-c21166217524
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243570 ms
Total Talk Time (AGENT): 70139 ms
Total Talk Time (CUSTOMER): 78299 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/6f7ab8f6-72c3-4462-ba4e-c21166217524_20250616T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, I'm calling from Haikuinwood.
[CUSTOMER][NEUTRAL] LLC
[AGENT][NEUTRAL] Yes, I just spoke to you a little bit ago and and we need to have the um the primary contact reach out to us in order to give you the bill.
[CUSTOMER][NEGATIVE] Yeah, like I just want to make a payment uh while I try to log into the portal, but I'm unable to log into the portal. So like might be some due to technical issues.
[AGENT][NEUTRAL] May I ask who this is?
[AGENT][NEUTRAL] May I ask who this is?
[CUSTOMER][NEUTRAL] You what?
[AGENT][NEUTRAL] What what is your first name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] OK, I am not seeing you as the primary contact.
[AGENT][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] Yeah, we are the bookkeeper for the haiku, like, uh, we are the bookkeeper for the haiku, like all the payment has been processed from our end itself. Uh like uh all the client name is [PII].
[AGENT][NEUTRAL] So [PII] would have to give you access to the portal.
[CUSTOMER][NEUTRAL] Yeah, we have the portal access, but uh we have the login credential as well, but we are unable to log in into that. So I just need assistance on that part.
[AGENT][NEUTRAL] Yes, so we, we updated our portal, so we, um, so you would have to create a whole new login.
[CUSTOMER][NEUTRAL] Whole new login.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So, like, uh, is there any portal, is there any website from which I can create a whole entire process or like, what, uh, can you please guide me on that part?
[CUSTOMER][NEUTRAL] What I have to do?
[AGENT][NEUTRAL] Um, so the primary contact of the group has to add you to the group's portal so that way you have access to it, we cannot add you.
[CUSTOMER][NEUTRAL] Mm. So do you have the log and like do you have any link or some time of, of, uh, email address or something, uh, from which I can react to the previous website?
[AGENT][NEUTRAL] Yeah, if you go to [PII] then you can find um portal to go into um it's gonna be on the right hand side where it says sign in.
[AGENT][NEUTRAL] And then that's how you get the portal.
[CUSTOMER][NEUTRAL] Yeah, in public
[CUSTOMER][NEUTRAL] Uh, like, uh, just go slow, uh, after in public what I have to do?
[AGENT][NEUTRAL] Uh, on the right hand side it will say sign in.
[CUSTOMER][NEUTRAL] Just a second. Uh, in public on the right-hand side, we have
[CUSTOMER][NEUTRAL] Don't have
[AGENT][NEUTRAL] Can I put you on a brief hold for a second?
[CUSTOMER][NEUTRAL] Yeah, why not?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.