AccountId: 011433970860
ContactId: 8b1645d4-5543-4a9f-a15c-75687fed5c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1728150 ms
Total Talk Time (AGENT): 403250 ms
Total Talk Time (CUSTOMER): 438519 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8b1645d4-5543-4a9f-a15c-75687fed5c65_20250620T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII] how are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good. It's Friday. I'm only laughing is because my coworker, whether or not I don't know what prompts I picked, I picked two, but my coworker had been on hold for 40 minutes and nobody answered, and I just called back and pressed this this link, and then you pick up. That's why I'm, if you hear laughter kind of in my voice, that's why.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, yeah, he'd been we've been listening to your music and we got, he got tired so we hung up. um, we, I'm hoping you can help. No, it's not on you. I'm hoping that you can help us, um, um, [PII] does the billing for our company and we're trying to pay a bill, but he's having a problem with his log in.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK, um, I can help you with that. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] Um, I'm [PII] and he's [PII]. Um, I'm afraid to do you want me to try and transfer it? OK, let me try and transfer you over to his phone. Do you mind?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, hold on one second. What are you 502?
[CUSTOMER][NEUTRAL] No, go to hold on.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Am I speaking with [PII]?
[CUSTOMER][POSITIVE] Yes, good morning. How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Great thank you. This is an issue that we've been trying to resolve since yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Basically, what happens is that uh once you're, you got into you APL created a new system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we need to log on with an email address.
[CUSTOMER][NEUTRAL] And when we try to create
[CUSTOMER][NEUTRAL] Uh, the account, the OSC as they call it, OSC OSC, yes, that's what it is. We put the group number, my email address, and it gives us an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, [PII], who is the account administrator.
[AGENT][NEUTRAL] Let's see if we can fix this.
[CUSTOMER][NEUTRAL] Added my, my email address.
[CUSTOMER][NEUTRAL] To to the account?
[CUSTOMER][NEGATIVE] But I keep getting error. No user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, um, what's a good callback number in case we get, OK.
[CUSTOMER][NEUTRAL] If this error persists contact customers.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] 17886.
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] And what is the name of the company?
[CUSTOMER][NEUTRAL] Paramount Consulting and Engineering LLC.
[AGENT][NEUTRAL] OK, um, I believe it was me you spoke with yesterday and I told you that [PII] would need to create the account.
[CUSTOMER][NEUTRAL] Uh, well, she, she went through the process and, and she did, she did. She, I mean, she has her master, uh, login.
[AGENT][NEUTRAL] And it wasn't able to?
[CUSTOMER][NEGATIVE] She added a user uh but then she needed to add me as well and she's having issues adding me for some reason.
[AGENT][NEUTRAL] OK, so she, but she was able to create the account?
[CUSTOMER][NEUTRAL] As if my email address already.
[CUSTOMER][NEUTRAL] Right, as if my email already exists.
[AGENT][NEUTRAL] Alright, let me see what's going on here.
[AGENT][NEUTRAL] OK, yeah, cause I do show one is pending and I'm assuming that that would be you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And so just so that I can understand fully what's going on um she went into new users and she added your email and your email is not working.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's going on here.
[AGENT][NEUTRAL] I'm showing the email for you is your [PII].
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEGATIVE] OK, I don't know why it's not working.
[AGENT][NEUTRAL] Alright, so are you on your email where you can see that she sent you the link to the site?
[CUSTOMER][NEUTRAL] No, no, I'm not, I'm not there.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] You all right? No, I'm not there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Did an email ever get to you saying that um she tried to add you as a user?
[CUSTOMER][NEUTRAL] No, I, I never re
[AGENT][NEUTRAL] You never received it?
[CUSTOMER][NEGATIVE] No, I never received that email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could, could it be that she needs to delete me and then re add me?
[AGENT][NEUTRAL] Um, I'm not showing you as in there, so, um, yes, I would go ahead and if you'd like me to stay on the line or you can transfer me to her and I can walk her through it, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, 11 2nd please, let me, let me make sure she's at her desk right now. 1 sec.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, but I think she may want you to be on.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm gonna transfer you to her right now, OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I, I am seeing.
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][NEUTRAL] Good, I'm trying to get [PII] access. I am showing that there was an account pending, but he's saying that he never got the email so I just wanted to see um if you are at the portal right now or if you could log into the portal real quick with me, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Give me 1 2nd, let me get in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me hang on one second.
[CUSTOMER][NEUTRAL] I'm in in front of my desk right now let me go into the portal.
[AGENT][POSITIVE] Great. Take your time.
[CUSTOMER][POSITIVE] [PII] very good.
[CUSTOMER][NEUTRAL] OK, let me log in.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK, um, go to your manage users.
[CUSTOMER][NEUTRAL] Go where? I'm sorry?
[AGENT][NEUTRAL] Uh, where you go to manage users.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, hang on one second, [PII], don't leave. I have here inactive [PII]. Why is she inactive?
[AGENT][NEUTRAL] I'm sorry, are you talking to me or someone else?
[CUSTOMER][NEGATIVE] Yes, to you. I have, I activated two users, [PII] and [PII], but [PII] is inactive. Why is she inactive?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And I tried to activate [PII], but it doesn't let me. It tells me that he already has a profile set up.
[AGENT][NEUTRAL] Right, I'm showing uh [PII] is as being active right now.
[CUSTOMER][NEUTRAL] Right, how about [PII]?
[AGENT][NEUTRAL] I'm not I'm all I'm showing is uh what looks like it's UT 7 on and then [PII]. Those are the only two and then I just see one pending. I don't see any other.
[AGENT][NEUTRAL] Um, I only see those two.
[CUSTOMER][NEUTRAL] You see [PII] appears as inactive here. [PII] appears as inactive and I added her, so I don't know how to activate her and then [PII], when I try to put him in, it says that he already has an account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Um, I'm, yeah, I am only showing the two, are you able to delete [PII] and delete the other one that's inactive?
[CUSTOMER][NEGATIVE] I, I don't even see, I don't even see [PII]. Let me try and delete [PII], but I don't even see [PII] here, um, so and when I click on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, all I'm seeing is one is pending.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You see, when I click on a lien user details provide the details for the user you wish you wish to edit it doesn't let me delete people.
[AGENT][NEUTRAL] It doesn't need to delete? OK.
[CUSTOMER][NEUTRAL] Like it's, nope, it looks like like it's locked.
[AGENT][NEUTRAL] OK, she might be the one that's pending.
[AGENT][NEUTRAL] Um, because it's not showing me who's pending.
[CUSTOMER][NEUTRAL] So does she need
[AGENT][NEUTRAL] So she might need to go into her email.
[CUSTOMER][NEUTRAL] OK, so does she need to accept?
[AGENT][NEUTRAL] Yes, she should she should accept it.
[CUSTOMER][NEUTRAL] Oh, she needs to go into her email and accept.
[AGENT][NEUTRAL] Yeah, she'll have to accept it and that might be the pending one.
[CUSTOMER][NEUTRAL] Hold on, let me, let me.
[CUSTOMER][NEUTRAL] She may be the pending one. Give me 1 2nd. Give me 1 2nd. Don't hang up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello ma'am?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] Yes, I'm here. I'm back. OK, so she's gonna go activate, but how do I add [PII]? Do I try doing it now?
[AGENT][NEUTRAL] OK, try doing it now with his first and last name and then I just want to verify uh the email that I have with him.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Yes, an error account with this email already exists. If the error persists, please contact customer service and it gives me a number.
[AGENT][NEUTRAL] OK. No, no, I don't know why it's doing that because, OK, um.
[AGENT][NEUTRAL] The only thing I can think of is if he is.
[AGENT][NEUTRAL] Using his um.
[AGENT][NEUTRAL] If he is using his um I'm sorry, work email for his personal policy um it's not going to work whenever um you do your personal policies like if he has a policy with APL um they will need to use their um.
[AGENT][NEUTRAL] Their personal
[CUSTOMER][NEUTRAL] So he needs to change the email to personal?
[AGENT][NEUTRAL] Email otherwise.
[AGENT][NEUTRAL] Yes, um, for his.
[CUSTOMER][NEUTRAL] For his personal account management.
[AGENT][NEUTRAL] Right, for his policy, and then that should help alleviate that, OK?
[CUSTOMER][NEUTRAL] Hang hang on one second, let me go.
[CUSTOMER][NEUTRAL] OK, let me go find that out. Give me one second, OK? Don't hang up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, he says that he made that change yesterday.
[AGENT][NEUTRAL] OK, yes, and I, while I was on hold, I went.
[CUSTOMER][NEUTRAL] That his account was set up with the Paramount.
[AGENT][NEUTRAL] OK, while I was on hold, I looked that up too just in case. I am showing that, but I don't know why it's not letting him do it now. Let me see.
[CUSTOMER][NEUTRAL] Yeah, it's not letting us do it.
[CUSTOMER][NEUTRAL] Would you hold on one second please?
[AGENT][NEUTRAL] Sure, that's OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, I am working on seeing what we need to do to get this fixed, so if you'll give me just a moment, um, let me see what all we need to do to get that fixed, OK?
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah, now it's active [PII]. OK, [PII] is active now.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Alright, let me put you on a brief hold while I figure out what we need to do for this, OK?
[CUSTOMER][POSITIVE] Absolutely, no worries.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright [PII], it looks like I'm gonna have to put an IT ticket in to see um so that we can research into this further and see what we need to do for next steps um would you prefer someone to email you or call you back?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh email please.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Thank you, yeah, because that way we have it on record and then I can get back to whomever I can get back to or do whatever it is it is that needs to get done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just one moment while I fill out this ticket. It looks like we will need IT to look into it.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And just for IT purposes what browser were you using?
[CUSTOMER][NEUTRAL] Um, grow
[AGENT][NEUTRAL] Chrome, OK.
[CUSTOMER][NEUTRAL] Google Chrome
[AGENT][NEUTRAL] Alright, I just put in that service ticket. In the meantime, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] Great
[AGENT][POSITIVE] Alright, well, again, I'm, I apologize for this error, um.
[AGENT][NEUTRAL] We'll see what we can get done, OK?
[CUSTOMER][NEUTRAL] OK, so how do we go in and pay?
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Is there anything else I can help you with in the meantime?
[CUSTOMER][NEUTRAL] Yes, how do we go in and pay?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Oh, how do you go in and pay? OK.
[CUSTOMER][POSITIVE] Yeah, how do we go, yeah, because [PII] needs to be able to do this.
[AGENT][NEUTRAL] All right, it looks like you will go to uh.
[AGENT][NEUTRAL] Billing, uh, so you'll go to my group.
[AGENT][NEUTRAL] And there will be 3 tabs and one of the tabs says invoicing.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You will click um invoicing and you'll click the uh whatever open invoice you'd like to pay.
[CUSTOMER][NEUTRAL] So it would have to be me. I have to make the payment?
[AGENT][NEUTRAL] Um, yes, you, you should be able to do it from the website unless you have a card and I can transfer to group billing and you guys can pay over the phone with a card.
[CUSTOMER][NEUTRAL] Mm, no, because, um, due to schedule maintenance, the ability to download your invoice is unavailable at this time. For assistance, please email our billing team at [PII]. OK, so you guys have an array of issues. Please review and submit the invoice so we're not able to open it up. Is that what it is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because we have our we have our our bank account linked to this.
[AGENT][NEUTRAL] Yeah, you should be able to get in there that error message I think is just so you're not able to download it just yet. You should be able to pay it though so does it have an option to click continue or click review?
[CUSTOMER][NEUTRAL] So I'm
[CUSTOMER][NEGATIVE] See, give me one second. Unable to find the invoice you're looking for if this error persists, please contact customer service. I'm not sure what's going on with the account.
[CUSTOMER][NEUTRAL] Because I'm on, I am in invoicing and I'm not able to.
[CUSTOMER][NEUTRAL] Do anything with the invoice.
[AGENT][NEUTRAL] Alright, let me see what's going on here.
[AGENT][NEUTRAL] Just because I am showing that the bank account is is in there um and you're not able to click on it and um just click off the error message.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Um, no, it's, I'm clicking on the invoice.
[CUSTOMER][NEUTRAL] And when I click on the invoice to pay it.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Action required after reviewing please submit the invoice to complete the process. So now it let us in.
[AGENT][NEUTRAL] Yeah, so, um,
[AGENT][NEUTRAL] You'll just click pay. OK.
[CUSTOMER][NEUTRAL] Let me call [PII] so he could do it from from here from my from my computer so he can review it and pay and pay it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Until the problem is resolved, how long do you foresee the problem to be?
[CUSTOMER][NEUTRAL] Resolved
[AGENT][NEUTRAL] Um, well, depending on the research, um, hopefully someone will get back to you either by the end of today or hopefully tomorrow.
[CUSTOMER][POSITIVE] OK, fantastic. Well, tomorrow is Saturday, so it wouldn't probably have to be on Monday.
[AGENT][NEUTRAL] Oh, I'm sorry, I'm off. I'm off a day. Um, yeah, either.
[CUSTOMER][POSITIVE] It's OK, no worries.
[AGENT][NEUTRAL] Uh either today by the end of today or um Monday.
[CUSTOMER][POSITIVE] OK, no worries at all. Thank you so much for the timeline for the assistance. I will get him here so he can now come and go in and pay.
[AGENT][POSITIVE] Alright thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, miss.
[AGENT][NEUTRAL] Mm bye.