AccountId: 011433970860
ContactId: 70287347-331f-4d72-b88e-95cce68f6bb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 885580 ms
Total Talk Time (AGENT): 230536 ms
Total Talk Time (CUSTOMER): 456180 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/70287347-331f-4d72-b88e-95cce68f6bb9_20250602T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my team is trying to log in today, um, into the website to pay the bill, and none of us can log in it's not recognizing any of our email addresses. um, I don't know if you guys have changed your website or something, but we didn't get notified to do anything different.
[CUSTOMER][NEGATIVE] And none of us can log in.
[AGENT][NEUTRAL] Um, and yes ma'am, it is, um, a new system, so you will have to re-register. um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] with Magaya Corporation and my number is [PII].
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] Group number I'm seeing on this invoice. I'm not sure if they're the same on all invoices um I'm waiting for accounting to tell me, but the group number here shows 23556.
[AGENT][NEUTRAL] I can check that for you. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah, we should have several different mini groups within a group so I think that's probably the main one.
[AGENT][NEUTRAL] And you said it was um what was the, the name?
[CUSTOMER][NEUTRAL] McGai Corporation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, can you verify the address and phone number?
[CUSTOMER][NEUTRAL] Um, [PII]. Probably the number that you have on file would be our main number which is [PII].
[CUSTOMER][NEUTRAL] Actually, let me look. I'm remote, so I don't use this number. Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm not seeing that phone number.
[CUSTOMER][NEUTRAL] I that's our main switchboard number, so I have no idea when we registered years ago what it could have been.
[AGENT][NEUTRAL] OK, give me just a moment, let me look.
[CUSTOMER][NEUTRAL] Yeah, I don't.
[CUSTOMER][NEUTRAL] Uh, um, there's no way for me to know what are the phone numbers there could be. That's the only number I have.
[CUSTOMER][NEUTRAL] And I've been here 5 years, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Yeah, so, um
[CUSTOMER][NEUTRAL] What else can you do to verify?
[AGENT][NEUTRAL] It does look like you are also in um renewal currently um and you said you wanted to pay your bill?
[CUSTOMER][NEGATIVE] We're, yeah, we're just trying to log in and it's not recognizing any of us we have tried to do the create the OSC account, um, and it says the email address on file and then it says mine for example doesn't exist and I know I'm an admin in there the accounting department is experiencing the same problems.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we don't know where to reregister that's what we need to do.
[AGENT][NEUTRAL] OK, yeah, it should still be at [PII]. Um, let me go ahead and see if we can troubleshoot that real quick, um.
[AGENT][NEUTRAL] So what browser are you using?
[CUSTOMER][NEUTRAL] Cause I've got 3 members.
[CUSTOMER][NEUTRAL] Um, we're using, um, actually I'm using Edge, but we've got 3 users that none of us, it's not recognizing any of our email addresses.
[AGENT][NEUTRAL] Any of you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Something's going on for sure.
[AGENT][NEUTRAL] OK, and can I go ahead and get you to verify your email address, the spelling for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII] initial last name, [PII], which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we do have the spelling correct. Let me see.
[CUSTOMER][NEUTRAL] So I didn't forgot password, it sent me a link.
[AGENT][NEUTRAL] And you said you tried to
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Um, it sent me a link and it said, here's your verification code. Whenever I put in the verification code, it said, we have not, we don't know this user. So it's like it's in this weird cycle because it sent me an email. So I know my email's right, and it knows I'm here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you did get the verification code, but it's not letting you? OK.
[CUSTOMER][NEUTRAL] But it's not letting me in.
[CUSTOMER][NEUTRAL] Right, it's telling me we don't have that email address on file. So then I went to try to create a new account under the the option is, um, I have two options, well 3 options log in, which doesn't work, forgot password, which only partially works, and then create your OSC account. I'm thinking, well, maybe something changed. I need to create a new account. When I do that, it just says I do it as a group and it says address on file, email address on file. I put my email address in and it says we don't recognize that user.
[AGENT][NEUTRAL] OK, and you are the main group admin so um I'm going to go ahead and send in a ticket to get this um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To get this troubleshooted I will say when you create a new account, um, once it gets resolved you will need to re-add any of the group admins that you currently have um just like you did the last time you'll you'll manage the users um and it'll be just like last time so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I can put that ticket in for you.
[CUSTOMER][NEUTRAL] Yeah, it's really weird because it it like I said it sent me an email and sent me a verification code so it knows I exist, but then when I put that code in it says nope sorry no that's the wrong email.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And would you prefer us to call you back or email you?
[CUSTOMER][NEUTRAL] Either one is fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm available. Um, if you call me back I would have to give you a different phone number though because I'm not.
[CUSTOMER][NEUTRAL] The number I gave you because I'm not at the office.
[AGENT][NEUTRAL] OK, and what's the number?
[CUSTOMER][NEUTRAL] [PII]. That is my cell phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Then I'll put your work email in.
[AGENT][NEUTRAL] Alright I just sent that request in um let me send you to group billing and then you'll be able to pay over the phone um but you are in renewal currently until.
[AGENT][NEUTRAL] Um, [PII], but let's get you over there and see if you can still, if you can go ahead and pay your bill, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL care team.
[CUSTOMER][NEUTRAL] Hi
[AGENT][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.
[CUSTOMER][NEUTRAL] Hey, what's up?
[CUSTOMER][NEUTRAL] Yeah, it's um they were they're uh we're having, uh, they were having issues that 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, it.
[AGENT][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.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] Same.
[AGENT][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 556 Magaya Corporation and I have verified her it is [PII]. I'm not even gonna try that last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see they said they have a hub request open from today. Is that?
[CUSTOMER][NEUTRAL] The, I think.
[AGENT][NEUTRAL] I didn't even see the Hubbardquest.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, they have let me see what that is really quick.
[CUSTOMER][NEUTRAL] Oh, this is something else. Um.
[CUSTOMER][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?
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] Yes.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, yeah, and I see that it's.
[AGENT][NEUTRAL] In renewal until the the [PII] um I didn't even think to ask if it was an outstanding invoice or if not, I apologize for that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][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.
[AGENT][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] And nothing and I told her to clear her browser history and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][POSITIVE] Oh awesome OK.
[AGENT][NEUTRAL] And what is your name again? and I'll introduce you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][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.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm great, [PII]. How are you?
[CUSTOMER][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.
[CUSTOMER][NEGATIVE] Yeah, and uh I I think I did only one when I saw that you log in and if I couldn't log in I was like, yeah, they're bombarded right now because they've done something yeah something's broken yeah.
[CUSTOMER][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] OK.
[CUSTOMER][NEUTRAL] So I don't know which one 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 do the forgot password it's, um, said I couldn't find my email address so then I did um.
[CUSTOMER][NEUTRAL] The create the OSC account it said it couldn't find my email address. I went back and thought something's weird here, so 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 it's in a weird little loop.
[CUSTOMER][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] 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].
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] OK, what we have is.
[CUSTOMER][NEUTRAL] No, you're fine. What we have is [PII].
[CUSTOMER][NEUTRAL] Well, that's my personal phone number.
[CUSTOMER][NEUTRAL] Yeah, that's what that's what we have in the system as your groups. I can put that in if you want me to see if that helps. Yeah, so yeah, so put that number in with your email um which we have.