AccountId: 011433970860
ContactId: 79a87389-0812-4f8a-8190-01b07a828a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436380 ms
Total Talk Time (AGENT): 199399 ms
Total Talk Time (CUSTOMER): 254965 ms
Interruptions: 8
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/79a87389-0812-4f8a-8190-01b07a828a49_20250320T15:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm actually the, um, human resources manager of the employee employer, and I'm trying to log on to our the website so I can pull invoices, but I'm, I'm trying to reset the password. I just don't know if I reset it where it would go.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the OK I can try to help you. Do you have the group number for the employer that you're calling in regards to? OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, the group number is.
[AGENT][NEUTRAL] I can go out and look.
[CUSTOMER][NEUTRAL] Um, it's under Flex all packaging and there's a, I have a few of them, so one of them, um, it's for FilmTech, it's 17723.
[AGENT][NEUTRAL] Let me try to see if I can.
[AGENT][NEUTRAL] I just need the number so I can go out on the web. Let me just grab our admin screen here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] Um come on.
[AGENT][NEUTRAL] 17723.
[CUSTOMER][NEUTRAL] Yeah and then I have uh.
[AGENT][NEUTRAL] So what is your username?
[AGENT][NEUTRAL] Are you going in under the agency or are you going in at the group level? You're probably going at the agency level, correct?
[CUSTOMER][NEUTRAL] Um, it's Deb
[CUSTOMER][NEUTRAL] Yeah, like an agency or group level, um, so my username is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like all lower case deh that was like our old old old HR manager and I was told I'm not able to change the user name so we just been using it.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK. That's OK.
[AGENT][NEUTRAL] Yeah, OK, there you are WH. So, OK, no worries. Group number 1604A is what it looks like. OK, so it says it's, yeah, let me look in here, which one are you trying to access?
[CUSTOMER][NEUTRAL] So sorry.
[CUSTOMER][NEUTRAL] Yes, that's the other one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All, all three of them, um.
[AGENT][NEUTRAL] OK, all three of them. OK, let me go under. I need to look under the agency level, so that's probably where I need to look. Is this under what's your agency name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, flex all packaging, Filmtech, um, and also Isopoly. Well, I don't do Isopoly.
[AGENT][NEUTRAL] So you're with the employer. You're with those employers, OK, never mind. OK, um, OK, got you, got you. OK, hold on just a second. So on this one it says it's acted, so did you do a password reset on group 16048 Flex all packaging?
[CUSTOMER][NEUTRAL] Um, I think, yes, I, yes, I'm the employer, yeah.
[CUSTOMER][NEUTRAL] Um, I, I didn't because I don't know where that email is gonna go. I'm a little nervous to press the button, so I, I get, I figured I would call first.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's gonna go to what's your email address?
[CUSTOMER][NEUTRAL] Um, my email address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what we have is the address on here so it should go to that address for that group, yeah, let me, let me check the other groups because that's for whatever reason that came up that's the only.
[CUSTOMER][POSITIVE] Oh sweet OK all right thank you.
[AGENT][NEUTRAL] Hm, let me check this other group. Hang on just a second because I didn't see you on, I didn't see you on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I need to change the primary phone.
[AGENT][NEUTRAL] OK, what's the primary phone? I don't think it will make a big deal.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, it's ending in [PII], but I don't recognize that number.
[AGENT][NEUTRAL] OK, I don't think that, I mean, that's not, I don't think that's that big, that's not gonna keep you from accessing it, but let me see if I can.
[CUSTOMER][NEUTRAL] OK, no, [PII]. I got a code. Let me put oopsy, too many 4s in there.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Submit.
[AGENT][NEGATIVE] Oh goodness, what happened, go back the other way.
[CUSTOMER][NEUTRAL] OK, so new password is gonna be.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, well, my last admin must have changed it. Oh, that doesn't match. OK, let's see if that works.
[CUSTOMER][POSITIVE] Awesome, all right.
[AGENT][NEUTRAL] All right, and so let's see, let me look under go ahead. Mhm.
[CUSTOMER][NEUTRAL] OK, so now that I'm, yeah, now that I'm in there.
[CUSTOMER][NEUTRAL] I want to make sure I can see all of the locations.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't think you will because that's at the group that's well let me, I think you have to log in under each group, so I don't see that you have, I don't see you have an access under Filmtech Corp that needs to be set up whoever is the admin for that one, it looks like it's [PII]. Is she still there? If she can give you access.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][NEUTRAL] Um, [PII], yeah, yeah.
[CUSTOMER][NEUTRAL] OK, so let me because I'm, I'm technically [PII]'s boss, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, she just can log in and it says manage users and she logs in and she can just give you access.
[AGENT][NEUTRAL] And how many groups are there?
[CUSTOMER][NEUTRAL] Um, there should be 3, so under Isopoly, which we technically they can I think [PII] can go in and pull and pay that on her own.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I don't need
[AGENT][NEUTRAL] Do you have the group number for that one?
[CUSTOMER][NEUTRAL] Uh, no, um.
[CUSTOMER][NEUTRAL] Hold on, let me find it in the group number.
[AGENT][NEUTRAL] What's the, what's the name of it? I saw you said? I can look it up. Let me look it up.
[CUSTOMER][NEUTRAL] Isopoly
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Iopoly.
[CUSTOMER][NEUTRAL] 166416447.
[AGENT][NEUTRAL] 36447. OK, give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So Iopoly Films, which [PII] should have access to go in and pull those invoices, OK.
[AGENT][NEUTRAL] You have access
[AGENT][NEUTRAL] I've got your email on this one, but your username is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] With a capital I.
[CUSTOMER][NEUTRAL] With a capital I, alright, let me jot that down. Hold on sweetheart, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me change the password to this one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then, yeah, because Iopoly goes to [PII], but the username is Isoflex.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And do you have a separate email address for that group?
[CUSTOMER][NEUTRAL] Um, it should be it should be reflected as [PII] or it could still be under me, [PII], but I don't think I've ever logged into that one.
[AGENT][NEUTRAL] And so I, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I've got your email address with the isoflex attached to it, [PII]. Mhm.
[CUSTOMER][NEUTRAL] Because [PII]
[CUSTOMER][NEUTRAL] It does? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. OK, I think that one's OK because um [PII] goes into that one so I don't, I don't really check that one. It's the 16048 that I don't that um I pull um but then and then I emailed [PII] to give me access to the film tech one, or she will need to send me that bill each month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm. OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yup.
[CUSTOMER][POSITIVE] Um, OK, alright, I appreciate you, thank you, yes ma'am.
[AGENT][POSITIVE] That's it. You're most welcome. You have a great day. Have a great day, [PII]. Thanks for calling. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.