AccountId: 011433970860
ContactId: 8226eec9-e734-4cf6-9fe6-75f5756d92d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462609 ms
Total Talk Time (AGENT): 172891 ms
Total Talk Time (CUSTOMER): 199029 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8226eec9-e734-4cf6-9fe6-75f5756d92d2_20250620T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I know you have a new web system. I can't get in under my old email address, but I also can't register under the new system.
[AGENT][NEUTRAL] OK, um, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And are you calling on behalf of yourself or are you a group or a broker?
[CUSTOMER][NEUTRAL] Group.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] 22996.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Can you verify the um
[AGENT][NEUTRAL] The group name and then the address.
[CUSTOMER][NEUTRAL] Latino salute [PII].
[AGENT][POSITIVE] OK, and you're at, you're at um secure. Amublic right now?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Keep saying it can't create it with this information.
[AGENT][NEUTRAL] OK, I know that we're having some issues when people are putting it. I know it sounds weird. Whenever we put in the information, all of the information, I would only fill out what's required, so just the group number and email.
[AGENT][NEUTRAL] And see if you're able to do it that way.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] I'll stay on the phone with you. Yeah.
[CUSTOMER][POSITIVE] Yeah, no, stay on the line with me.
[CUSTOMER][NEGATIVE] Uh, there's no way for me to turn off the state.
[CUSTOMER][NEUTRAL] I can only change the state.
[CUSTOMER][NEUTRAL] Let's try refreshing.
[CUSTOMER][NEUTRAL] Maybe that's the way I can leave the state off.
[CUSTOMER][NEUTRAL] This is um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] IT should not be paid, it's that simple.
[CUSTOMER][NEGATIVE] No, it won't let me do it. I'm putting in just email and group number.
[AGENT][NEUTRAL] I'm not letting you get it.
[AGENT][NEUTRAL] OK, and you are the group admin, so.
[AGENT][NEUTRAL] Um, let me go ahead and verify your email. Is it [PII]?
[CUSTOMER][NEGATIVE] Yeah, if you can just send me a temporary password I can't spend more time on this.
[AGENT][NEUTRAL] OK, I'm not able to do that. Um.
[AGENT][NEUTRAL] Are you needing to, to pay a bill?
[CUSTOMER][NEUTRAL] I need to see my invoice to finish a report for a funder.
[CUSTOMER][NEUTRAL] I've been trying to see my invoice for 2 weeks.
[AGENT][NEUTRAL] OK, um, give me just one moment and let me see if I can get someone from group billing to at least be able to email you that, um, that way you at least have that while we get this worked out, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL.
[AGENT][NEUTRAL] Uh, care team, I have a group admin on the line, [PII], uh, group number 22996.
[AGENT][NEGATIVE] Um, he is unable to to create an account and he's the group admin, so I don't know what's going on. Um, he's pretty short and upset. Um, I'm showing that it's already in here, so it says group pending, but
[CUSTOMER][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] Um, in my
[CUSTOMER][NEUTRAL] He started the process. He just hasn't finished it.
[AGENT][NEGATIVE] So what else does he need to do? I, I don't understand how we're supposed to see that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Do you, you don't know what step he was at like he's has he gotten the verification code?
[AGENT][NEUTRAL] I don't know. He said he doesn't want to spend any time on this, but um I, I can go through that with him or um.
[AGENT][NEUTRAL] Uh, he was wanting some invoice OK, he was wanting, um, his, his, uh, invoices emailed to him as well so he can see them.
[CUSTOMER][NEUTRAL] I, I can do it if you want me to.
[CUSTOMER][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, I could take care of that. So just so you know for future reference, when they hit the verification code, when they put it in, there's a there's a couple of fields where you can set your password and whatnot. You can't do that until after you verify the code. I don't know why those fields are there, but people are entering all the information and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've been telling people that.
[AGENT][NEUTRAL] That that's why I stay on the line with them when they do it, but I mean if they're doing it on their own, I can't, I can't help them through that. But I didn't know whenever it says pending and stuff like that, but I always tell them verify the email for because they just want to go boom boom boom, and I'm like, man, I did not tell you to do that yet. Like that's why I'm on the phone with you. But um if you could.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just wish it wasn't there.
[AGENT][NEUTRAL] I know, and I wish that we could do like I, I mean, I'm changing positions next week anyway so I won't have to deal with this anymore, but um I am, uh, it's, it's a little weird that I'm not able, we're not able to kind of like give them temporary passwords or anything like that, so I didn't really know what to do um but I'll go ahead and send him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No worries, you can send him on over to me.
[AGENT][NEUTRAL] OK and your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I will um introduce you, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Alright [PII], I have [PII] from Group billing on the line she's gonna be able to help you with sending those invoices and helping you with your account, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], like you said, this is [PII]. How are you?
[CUSTOMER][POSITIVE] Um, well, we can get this fixed, I'll be fine, but it's Oh yes sir, I apologize for the frustration. I do believe there might be a little bit of delay in our call, so if I speak over you, I do apologize.
[CUSTOMER][NEUTRAL] So I see that you started the process of logging in or creating the account. Have you received your verification code?
[CUSTOMER][NEUTRAL] Uh, when are you seeing that I started that?
[CUSTOMER][NEUTRAL] I just see that it says pending so yeah I think I first tried um.
[CUSTOMER][NEGATIVE] Like 10 days ago and I think I checked the wrong box like agency um I didn't receive anything I forgot all about it. I went in today and they started again and I'm not getting anything because what I'm getting every time is unable to complete it's not saying go check your email it's just saying the information's wrong, unable to complete our call customer service.
[CUSTOMER][NEGATIVE] So she was passing me to you because I'm at the deadline now. I need my invoice I need the last invoice because I can't even see what I'm paying and then somebody else can set it up later and fix it but for now I need the invoice.
[CUSTOMER][POSITIVE] Absolutely I'll get that right over to you. I'm just gonna um I think you can just start the process again by creating an OSC account if you choose group it should walk you through the process pretty seamlessly. Tried it it's giving me an error message every time.
[CUSTOMER][NEUTRAL] Your prior, uh, rep told me to leave off everything that isn't required, so I started over with the number and email and I get an error message.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me pull up.
[CUSTOMER][NEUTRAL] Let's see, she gave me the group number 22996. That's right.
[CUSTOMER][NEUTRAL] All right. So,