AccountId: 011433970860
ContactId: 927fac5c-0865-49bc-84a6-2bdd97a4d503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482279 ms
Total Talk Time (AGENT): 246457 ms
Total Talk Time (CUSTOMER): 176024 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/927fac5c-0865-49bc-84a6-2bdd97a4d503_20250610T12:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Cerria USA Bakery, and um I was actually calling. I was trying to log into my account and it's saying that it can't find me.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So are you're the group administrator and you're trying to sign into the portal, is that correct?
[CUSTOMER][NEUTRAL] I, I am, I'm trying to sign in um it looks a little bit different than it always did, but it says online service center.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes ma'am, uh huh. So [PII], what I, I can help you with this. So first off, what I'll need to do is to uh get some information from you and pull up the group's information to verify some things for security. So what is your last name please?
[CUSTOMER][NEUTRAL] Um, it is [PII]
[AGENT][POSITIVE] Thank you and your callback number?
[CUSTOMER][NEUTRAL] It is um here at the office it's [PII] and it's extension [PII] sorry.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. OK. Thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] Um, let me pull up a previous bill real quick.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is 25823.
[AGENT][NEUTRAL] 25823, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[AGENT][NEUTRAL] OK, so if you could please um verify first off the name of the group and the group's address.
[CUSTOMER][NEUTRAL] Um, it's labeled as Cerrea, and you said the group's address is [PII], and that's in [PII].
[AGENT][NEUTRAL] OK and you said the street number again is what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And who would we have listed as the primary contact for the group, [PII]?
[CUSTOMER][NEUTRAL] Um, it may be [PII]. It may be [PII].
[AGENT][NEUTRAL] OK, and what
[AGENT][NEUTRAL] OK, what is Japanese email?
[CUSTOMER][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary phone number that we would have on file for the group.
[AGENT][NEUTRAL] It is different than what you gave me.
[AGENT][NEUTRAL] Just a little bit. I don't know, maybe [PII]'s number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Would it be [PII]?
[AGENT][NEUTRAL] No, it's very similar to the number you gave me.
[AGENT][NEUTRAL] As your callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I open up my.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Spreadsheet sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] And if you hear me sniffling, I'm very sorry. I am having some allergies today. So I apologize about that, [PII]. Oh, goodness. I don't know.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, gosh, I honestly, I would not even know what that would be. Our main telephone is [PII], but that's not similar to mine.
[AGENT][NEUTRAL] There was only one, yeah, OK. So, uh, first off, it sounds like that we may need to receive an email, Dina, to get some information updated on this phone number. Cause like I said, it was very similar to what you gave me when I ask you for your callback number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, so [PII] is.
[AGENT][NEUTRAL] Except for
[CUSTOMER][NEUTRAL] [PII] is listed as the main person on this account, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's not [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, all right, I will wait until she gets in and have her reach back out to you guys.
[AGENT][NEUTRAL] Yeah, and so, so let me just um I can go ahead and explain, yeah she's gonna need to reach out to us because of the phone number first off and then what she.
[AGENT][NEUTRAL] Yeah, because there was a change in the portal and she should have received an email regarding that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is, go ahead and verify.
[CUSTOMER][NEUTRAL] That would have been tied to my access to it, is that correct? So whatever she received it was something to verify whoever had access to it.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] So let's go ahead and do this. What is your email address?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you so just based on the information um that you were able to provide for me so because she's the main contact for the group, what she's gonna have to do is to create a new OSC profile with those changes like I said she should have received an email regarding that once she sets up the new profile, then she will be able to assign different users just like she did before.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she will have to actually set up the profile and then do that. And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she needs to set up her own profile first before she can manage the rest of us, is that what you're saying?
[AGENT][NEUTRAL] Correct, because she's the primary, yes, she sets it up and then she assigns you mhm to create under the under where it says log in there's a create OSC account she would just need to do that, uh huh but she also needs to send an email to verify what is the primary phone number that we should have on file for the group as a whole.
[CUSTOMER][NEUTRAL] OK, so she would just go to the website?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I do see that yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that email can be sent to care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] I see that here, OK.
[AGENT][NEUTRAL] Yes. Mhm. And just, uh-huh.
[CUSTOMER][NEUTRAL] Your team at AM OK.
[AGENT][NEUTRAL] And so that we can get that.
[AGENT][NEUTRAL] Correct because I can tell you you were able to verify everything but that the the number we have ends in a [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if that's
[CUSTOMER][NEUTRAL] Uh, yeah, I don't, we've got so many different numbers. It may be her phone number. She just doesn't have it on her signature. I don't, I don't quite know because she may use her cell phone truthfully, but OK, I will, uh, let her know that and thank you so much for your help today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] That'll do it.
[AGENT][POSITIVE] OK [PII], well thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.