AccountId: 011433970860
ContactId: 8517070e-8b2f-414b-93b1-d98894cd61c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445559 ms
Total Talk Time (AGENT): 177695 ms
Total Talk Time (CUSTOMER): 206560 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8517070e-8b2f-414b-93b1-d98894cd61c3_20250620T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with APL.
[CUSTOMER][NEUTRAL] Uh, care team, I have a group admin on the line, [PII], uh, group number 22996.
[CUSTOMER][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.
[AGENT][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] He started the process. He just hasn't finished it.
[CUSTOMER][NEUTRAL] Um, in my
[CUSTOMER][NEGATIVE] So what else does he need to do? I, I don't understand how we're supposed to see that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you, you don't know what step he was at like he's has he gotten the verification code?
[CUSTOMER][NEUTRAL] I don't know he said he doesn't wanna spend any time on this, but um I, I can go through that with him or um 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.
[AGENT][NEUTRAL] I, I can do it if you want me to.
[AGENT][NEUTRAL] The, the
[AGENT][NEUTRAL] Sorry, go ahead.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've been telling people that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][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 wanna 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.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just wish it wasn't there.
[CUSTOMER][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.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No worries, you can send them on over to me.
[CUSTOMER][NEUTRAL] OK and your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, I will um introduce you, OK?
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Hi [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? OK.
[AGENT][NEUTRAL] Hi [PII], like she said, this is [PII]. How are you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, well, if we can get this fixed, I'll be fine, but it's turning into a pain in the neck.
[AGENT][POSITIVE] 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, um.
[CUSTOMER][POSITIVE] No worries.
[AGENT][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?
[AGENT][NEUTRAL] I just see that it says pending so.
[CUSTOMER][NEUTRAL] Today today or?
[CUSTOMER][NEUTRAL] 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.
[AGENT][NEUTRAL] I see.
[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.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][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.
[CUSTOMER][NEGATIVE] Tried it, tried it, it's giving me an error message every time.
[AGENT][NEUTRAL] All right, so
[CUSTOMER][NEUTRAL] Your prior uh rep told me to leave off everything that isn't required, so I started over with just group number and email, and I get an error message.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me pull up.
[AGENT][NEUTRAL] Let's see, she gave me the group number 22996.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] All right. So,
[AGENT][NEUTRAL] I wanna make sure I have the right thing pulled up because.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Sometimes my screen doesn't update it wasn't showing me any open invoices, but.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Not not open um I think it auto pays as I understand it. I need to see what was on it so I can show that to our funders.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh absolutely I can definitely do that for you. I thought you were needing an open invoice but I have found the most recent one, and I'm going to send it your way.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, let me, let me double check with you then while you're doing that so um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I see on my bank statement there was a payment on the [PII] for $3,886.64. That's the invoice I need.
[AGENT][NEUTRAL] Yes, sir. That's what I have here.
[AGENT][NEUTRAL] And is the Spain at um
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Letting us, yeah.
[AGENT][POSITIVE] I thank you. I did not want to butcher that. I apologize. Let's see here.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEGATIVE] I'm gonna send that straight away.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] 22996.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And that was invoice yes 302.
[AGENT][NEUTRAL] Well, if I could pull up the right window, I apologize. All right.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] There we go. I've got it coming your way.
[AGENT][NEUTRAL] And if you have tried again and it's and you've only put in the required field um I tell you what the email address that we have is the one I just sent the um invoice to is that the one that you are attempting to log in with? Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know why I would give you the error message. Let me give it a go. Let's see here.
[AGENT][NEUTRAL] I'm sure I'll have the same.
[AGENT][NEUTRAL] Outcome, but
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I got one of the 9s.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am going to put in a.
[AGENT][NEUTRAL] Service ticket for this.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna hang up now because I gotta get back to the work, but I do see the invoice that came into me, so I'll work on this and I'll let you guys get me back to a log in in another day. Um, I'm gonna put it on your team's hands. I'm not good. OK, thank you so much.
[AGENT][POSITIVE] Oh fantastic.
[AGENT][POSITIVE] I will stay on top of this.
[AGENT][POSITIVE] No problem have a great day thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.