AccountId: 011433970860
ContactId: 755d2db6-a3cb-451e-a40b-d56852d24244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299160 ms
Total Talk Time (AGENT): 118268 ms
Total Talk Time (CUSTOMER): 63461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/755d2db6-a3cb-451e-a40b-d56852d24244_20250507T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to register um as a new user on the portal, the online portal, and it keeps telling me that um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Like it's asking me for an email on record and then it's telling me that there's they can't find anything uh.
[CUSTOMER][NEUTRAL] I don't really know what's wrong.
[AGENT][NEUTRAL] OK, let's take a look. Are you um an individual or you a provider group?
[CUSTOMER][NEUTRAL] Um, I'm a pro a group.
[AGENT][NEUTRAL] You're a group. OK.
[AGENT][NEUTRAL] Do you have your group number?
[CUSTOMER][NEUTRAL] Yes, it is um 257-43.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and then if you could verify with me the group name.
[CUSTOMER][NEUTRAL] Uh, sure, um, Pelican Energy Consultants.
[AGENT][POSITIVE] Thank you. All right, let me see if I can find anything here.
[AGENT][NEUTRAL] All right. And then for documentation, can I just grab your first name?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Um, so I do show that the group has actually logged on before. Um, do you want, I can give you the username. Do you have that?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK, let me give that to you. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's Pelican Energy.
[AGENT][NEUTRAL] 2023 and the P [PII] Pelican is capital.
[AGENT][NEUTRAL] And then it looks
[CUSTOMER][NEUTRAL] OK, is it, uh, go ahead.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, I was just gonna say like is there a way I can register like the human resources? I think that's for accounting.
[CUSTOMER][NEUTRAL] But um can we have more than one under it?
[AGENT][NEUTRAL] Yeah, so that's the, um, because I was gonna say the email with it is a payable so maybe that you're right that is accounting. Alright, give me just a second here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean I can probably log in and change it um because the accounting is not.
[CUSTOMER][NEUTRAL] We're approving these invoices now, so accounting is not.
[AGENT][NEUTRAL] Yeah, I just was trying to see.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I can't change the user name I know but I there's just gotta be a way to add another one. I'm just trying to find it. I appreciate your patience.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] OK, so if you have access, if you can get in and reset the password, it looks like once you guys are in under my account there is a manner excuse me, can't even talk manage users option.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And so it looks like from there you can click create new user and then you could um add an additional one and then use that going forward.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Will that work for you guys?
[CUSTOMER][NEUTRAL] Alright, I am, yeah, that's fine. I'm just gonna get um the uh the girl in payables to give me the um.
[CUSTOMER][NEUTRAL] Give me the code.
[AGENT][NEUTRAL] OK, yeah, so there's a green uh button there that you'll see it says create new user and it's gonna be under the manage users in my account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check on anything else, [PII], or?
[CUSTOMER][POSITIVE] Uh, no, I think I'm good.
[AGENT][POSITIVE] If you need anything else, feel free to call us, we're happy to help.
[CUSTOMER][POSITIVE] Will do thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.