AccountId: 011433970860
ContactId: 895eb18e-b130-4826-afe8-8b9b0ded4357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438540 ms
Total Talk Time (AGENT): 174681 ms
Total Talk Time (CUSTOMER): 188212 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/895eb18e-b130-4826-afe8-8b9b0ded4357_20250605T18:25_UTC.wav
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[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good good afternoon. How are you doing? This is [PII] from Claims.
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm very good, thank you for asking. [PII], I have um Ms. [PII] from group number 1865 uh I'm sorry, 18637 on the line. She has been trying to create the OSC account.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEGATIVE] But unfortunately she's having some issues with it. I even, I even tried myself and
[CUSTOMER][NEUTRAL] You know we have the same error saying that it's there's no.
[CUSTOMER][NEUTRAL] Records of this information being entered.
[CUSTOMER][NEUTRAL] Would you be able to assist, sir?
[AGENT][NEUTRAL] Sure. Um, what was the error message that you received?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Their says uh already closed it out.
[AGENT][NEUTRAL] Oh, it's OK. I can ask her.
[CUSTOMER][NEUTRAL] Yeah, you know, is that error that it says that no.
[AGENT][NEUTRAL] No user found?
[CUSTOMER][NEUTRAL] No user found with this the with the information entered, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, yes, you can definitely send her through.
[CUSTOMER][POSITIVE] OK, she already knows she's gonna be transferred. Here she comes. Thank you very much, [PII]. Have a good day.
[AGENT][NEUTRAL] Alright, hold on, what was her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] No problem. Here she comes. Thank you. Hi, yes. yes.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hi, this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing well. Um, so [PII] was telling, telling me that you were having some issues with the online service center. Um, our website, we just launched our website on last Friday, so we've been having a lot of issues with it, but when you were trying to log on, did you use your username and password or email?
[CUSTOMER][NEUTRAL] Yeah, that's.
[CUSTOMER][NEUTRAL] I wanna go to the other flag.
[CUSTOMER][NEUTRAL] Go take go one.
[CUSTOMER][NEUTRAL] An email because now the new one asked me for an email, not for a username.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] An email.
[AGENT][NEUTRAL] You use your email? OK. Were you um did you create a new account or you just entered the email there?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No, I'm trying to create a new account with my email, because now it doesn't ask me for a username it just asked me for an email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it won't let me.
[AGENT][NEUTRAL] What's the error message that it's giving you? Is it saying no user found?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so let me go ahead and add you to this, um, spreadsheet so I can give you a call. Um, did you prefer a call back or an email for assistance?
[CUSTOMER][NEUTRAL] Um, may I call back?
[AGENT][NEUTRAL] OK, and um what's a good contact number for you?
[CUSTOMER][NEUTRAL] OK. Gonna be.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of browser are you?
[CUSTOMER][NEUTRAL] And extension 1201.
[AGENT][NEUTRAL] I'm sorry, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what type of browser are you using?
[CUSTOMER][NEUTRAL] I'm using Microsoft Edge.
[AGENT][NEUTRAL] Edge, OK.
[AGENT][NEUTRAL] Well, I will go ahead and send this over, but in the meantime, were you needing to get like any information off of there or is there something I can assist you with?
[CUSTOMER][NEUTRAL] Well, we need to pay the bill.
[AGENT][NEUTRAL] OK, did you want to make the payment over the phone or you want to wait to hear from IT?
[CUSTOMER][NEUTRAL] Um, you're not gonna call me today?
[AGENT][NEUTRAL] Um, I'm not sure. We're sending, I don't know what happens after we put it on the spreadsheet, um, we're sending it to IT.
[CUSTOMER][NEUTRAL] OK, yeah, because I'm not the one that's gonna make the payment's gonna be the AP manager, so.
[CUSTOMER][NEUTRAL] I need to ask her to call back. And I do have 3 different accounts because we have 3 different companies with the same email. Do you think that's the problem? We shouldn't be?
[AGENT][NEUTRAL] Right, if you have 3 different groups, each group would need a new email.
[CUSTOMER][NEUTRAL] Oh, so you need to change um the email that you have on.
[CUSTOMER][NEUTRAL] On record, because maybe if I put a different one, I can put like my assistant one.
[AGENT][NEUTRAL] Well to
[CUSTOMER][NEUTRAL] I don't know if, if the, mhm.
[AGENT][NEUTRAL] So to change the um like if you have multiple groups and you want to, like you said, as your assistant as the group admin or with the email, um, you'll just have to email the care team any of the changes that you want us to make, but the email address that's on file for this first group here that she gave me, I'm sorry, he gave me 18637 is your email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, but I have the other ones, all three are my emails.
[AGENT][NEUTRAL] Right, I was just letting you know to if because you're trying to sign into the online service center for now it's using yours, but once you send us the email with the other emails that you want us to use, we'll update the other groups.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I am working on email like care team at[PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. OK, so, uh, so that must be the, the error, right? That's the same email.
[CUSTOMER][NEUTRAL] Public.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that should be it, right? If I change the email, I'm gonna be able to create a new account?
[AGENT][NEUTRAL] Right, once you send, well, there's issues with the website anyway because of the launch, but once that's fixed, when you are able to log in, yes, once you send us the email, we'll have the other groups updated to the emails that you specify.
[CUSTOMER][NEGATIVE] OK. Yeah, because I don't have to change the email, they can all stay the same. I don't wanna do it, because it's gonna be a mess.
[AGENT][NEUTRAL] For the system though, each group is going to need a different email.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Well, thank you, I'm gonna wait for the call.
[AGENT][POSITIVE] You're welcome. All right, and I'm sending it over to them now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that'll be all for now. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] did I.