AccountId: 011433970860
ContactId: 82647746-0a7b-4d4a-927d-017903023b35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116750 ms
Total Talk Time (AGENT): 47822 ms
Total Talk Time (CUSTOMER): 65301 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/82647746-0a7b-4d4a-927d-017903023b35_20250313T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], excuse me, this is [PII], and I signed, I'm the employer and I signed on to APL yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I added.
[CUSTOMER][NEUTRAL] Or manage a user.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And that user was supposed to receive an email.
[CUSTOMER][NEGATIVE] So that they could sign up and they have not received it.
[AGENT][NEUTRAL] Receive an email to sign up for.
[CUSTOMER][NEUTRAL] To access the website so that they can go in and and view the uh uh the invoice pay the invoice that sort of thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On behalf of the group,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I just want to make sure I'm understanding. Um, we don't usually send an email, but if you want to add someone to be a contact for the group, I can tell you how to do that.
[CUSTOMER][NEUTRAL] Go ahead please I'm on the website.
[AGENT][NEUTRAL] OK, so when you're on the website and you see the managed um user, you see whoever you're wanting to add?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, so then there's no email. If you see them there, they can just go to our website and create their login as long as you see their name there.
[CUSTOMER][NEUTRAL] Uh, OK, OK, so if I, OK, right, because I created her username, OK, I got it. Alright, well thank you for.
[AGENT][NEUTRAL] Yeah, so like if you didn't see her, oh sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, no, that's fine. OK, so tomorrow what I can say to her is go to the website, here's your username, sign up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you'll have access.
[AGENT][NEUTRAL] Mhm, and then she'll have like her own login under the, the big like the parent group.
[CUSTOMER][POSITIVE] Yeah, terrific.
[CUSTOMER][POSITIVE] Thank you so much. Have a good have a good evening. Alrighty, bye bye. Thank you.
[AGENT][POSITIVE] You're very welcome. Well, you also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.