AccountId: 011433970860
ContactId: 778af98e-ddef-466d-a8b6-7d160c9fb687
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538960 ms
Total Talk Time (AGENT): 139001 ms
Total Talk Time (CUSTOMER): 213191 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/778af98e-ddef-466d-a8b6-7d160c9fb687_20250625T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, uh, I have an account with you and uh for what I'm trying to see, it looks like you guys have an updated OSC uh system.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEGATIVE] So I tried to log in but it does not recognize me. I tried to create uh a new account and it doesn't recognize me either. Can I give you my group number?
[AGENT][NEUTRAL] Yes, what is that number?
[CUSTOMER][NEUTRAL] Because I'm trying to make a payment, it's 23609. For what? I'm, I'm not asking what is this for, please. No, ask her what is it for? Tell her that I'm, I'm in a meeting.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Was that 236-09?
[CUSTOMER][NEUTRAL] And she can tell you what is this.
[CUSTOMER][NEUTRAL] Yes, 23609 is for First Baptist Church of Westwood Lake.
[AGENT][POSITIVE] Thank you. And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And could you just give me the physical address and phone number for that group to make sure I have the right one pulled up?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][POSITIVE] OK, I've got that. Thank you so much. All right, let's see here.
[CUSTOMER][NEUTRAL] Something about working for aftercare.
[CUSTOMER][NEUTRAL] I guess she hires her.
[AGENT][NEUTRAL] 23609.
[CUSTOMER][NEGATIVE] Is it for camp or for no I we're not hiring. I don't know what for no.
[AGENT][NEUTRAL] OK, I don't see that the process has been started to um.
[CUSTOMER][NEUTRAL] Ask her who sent her to me. Just say, who sent you to to see her.
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] It's OK. I don't see that the process has started in the system for a new account you said you tried to create the new account?
[CUSTOMER][NEUTRAL] Yes, we are not a new a new group. We have been with ALPO for years.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Yes ma'am, it's just that since we launched our new site, everyone has to reregister to get into the new one so yeah.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yeah, so I went
[CUSTOMER][NEUTRAL] I want to create, right? I click on create your OSC account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I select the group, is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It says which role group. OK, let me try to do it with you, see if it works, and then I went next and then I enter my group number. Is that my group number 23609?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 23609 and then the zip code is [PII].
[CUSTOMER][NEUTRAL] And then our phone number.
[AGENT][NEUTRAL] So I tell you what, just enter in the information that has an asterisk next to it, don't provide any extra information for some reason that's been giving some people an issue.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, that's probably what it is because I'm like this information is correct.
[AGENT][POSITIVE] I'm hoping that's all it is.
[CUSTOMER][NEUTRAL] Yeah, OK, uh let me see.
[CUSTOMER][NEUTRAL] Alright, let me see, so I only enter group and my name which is the asterisk.
[AGENT][NEUTRAL] So, um, it says the email on record is gonna be, it looks like your email address.
[CUSTOMER][POSITIVE] OK, yeah, it helped me.
[CUSTOMER][NEUTRAL] Yeah, so I was able to go in and now it's asking me for email.
[AGENT][POSITIVE] OK. Oh yay.
[CUSTOMER][NEUTRAL] And your password and then I should be good to go, right?
[AGENT][POSITIVE] Yeah, you following those steps, yes ma'am, that should be um how you should get in there. I can send you the steps just in case there's an issue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Let me, uh, do you have a minute so I can complete the enrollment just to make sure I go OK perfect.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What is this plain name my name?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claims not verified email address [PII].
[AGENT][NEUTRAL] So when it's asking you for that pass.
[CUSTOMER][NEUTRAL] This display name will be my name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Oh it it's asking to send a verification. Verification is necessary. Please click OK.
[AGENT][NEUTRAL] Yes, have it send that before you enter in a password.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm not 100% sure why they put those uh.
[CUSTOMER][NEUTRAL] Let me, I just requested it.
[AGENT][NEUTRAL] Those boxes there for the password when they don't need it yet. I, I don't, I'm not sure about that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You also want to just verify the code prior to putting in a password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like it's going through.
[AGENT][NEUTRAL] Just let me know whenever you're able to get onto your dashboard.
[CUSTOMER][NEUTRAL] Go to that one.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's asking again for a verification code. Let me see.
[AGENT][NEUTRAL] Yes, and just put that number and hit verify code rather than putting in the password and everything.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm waiting for the call.
[CUSTOMER][NEUTRAL] OK, here it is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me see I'm in the dashboard.
[AGENT][NEUTRAL] Oh yeah, OK, over on the left hand side.
[CUSTOMER][NEUTRAL] I see my agent, uh huh.
[AGENT][NEUTRAL] You'll see um a a tab that says my groups or my group and t[PII] if you click on that you'll see on that screen it'll show invoicing and that's where you'll go to adjust or pay whatever the case may be.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK, [PII]ds good.
[CUSTOMER][NEUTRAL] How do I do if I need to add like uh my HR manager so she can have access to the account?
[AGENT][POSITIVE] I tell you what, let me get this email over to you. I'm gonna send you the user guide. It's gonna show you how to do everything, uh, that you'll then you that you should be able to do.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see groups.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Alright, there's your email APL user guide.
[AGENT][POSITIVE] All right, that should be coming your way.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for your help.
[AGENT][POSITIVE] If you have any issues you're more than welcome to give us a call back.
[CUSTOMER][POSITIVE] Thank you very much have a good day bye bye.
[AGENT][POSITIVE] Yes, ma'am. You have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.