AccountId: 011433970860
ContactId: 95513603-2d06-4d27-8791-fc29efef9fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 948229 ms
Total Talk Time (AGENT): 192769 ms
Total Talk Time (CUSTOMER): 512359 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/95513603-2d06-4d27-8791-fc29efef9fa1_20250625T12:54_UTC.wav
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[AGENT][NEUTRAL] Well, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm [PII] with Rightsro Supply in [PII]. I pay you guys every month. I cannot get the invoice on my computer this morning.
[CUSTOMER][NEGATIVE] So I can't pay it. I'm, I just have to wait for it to come in the mail if I can't get it on the computer this morning. It keeps telling me my account cannot be found.
[AGENT][NEUTRAL] OK, let's take a look. I'm sorry for the frustration. What is the group number?
[CUSTOMER][NEUTRAL] OK, I can find it on the last 1 239-69.
[AGENT][NEUTRAL] Thank you, [PII]. And then if you'll just verify again the name of the group and the address.
[CUSTOMER][NEUTRAL] It's rights for supply and [PII], or you could have a PO box as an address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. OK. Thank you.
[AGENT][NEUTRAL] Alright, so in the last two weeks, [PII], the online service center did change. Everybody's having to create a new login for the site. So when you get to the site you do have to click create new OSC account.
[CUSTOMER][NEUTRAL] Well, let's just do it. Can you just hold on a minute?
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] Yeah, I'll walk through it with you.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see, your most recent invoice is now available for easy access, click here. That's where I usually go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Welcome to the OSC and we will continue. The online provides and log in.
[AGENT][NEUTRAL] So instead of logging in.
[CUSTOMER][NEUTRAL] OK, it won't smack deep.
[AGENT][NEUTRAL] Right, we need to click on create your OSC account because you haven't created a new one yet.
[CUSTOMER][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] all that
[CUSTOMER][NEUTRAL] Let's see where is that? Let's go to log in there create your OSC account OK.
[CUSTOMER][NEUTRAL] All right, sign up which role describes you? I am a provider.
[AGENT][NEUTRAL] Group, you're gonna click group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Slit group? OK.
[AGENT][NEUTRAL] Group. Uh-huh.
[CUSTOMER][POSITIVE] Keep you on it.
[CUSTOMER][NEUTRAL] First step to you the right to the your agent of Brooklyn. OK, we did all that. Let's see.
[AGENT][NEUTRAL] So on this page, [PII], just put in.
[CUSTOMER][POSITIVE] Let's get, maybe we can go.
[AGENT][NEUTRAL] Just put in the group number and the email, which is your Yahoo email address.
[CUSTOMER][NEUTRAL] OK, the group number.
[CUSTOMER][NEUTRAL] My group number I just showed it to you. Let's see.
[AGENT][NEUTRAL] 23969.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK. And the zip code, now which zip code to the [PII]?
[AGENT][NEUTRAL] You don't need to put the zip code in, just put the group number and email.
[CUSTOMER][NEUTRAL] Email OK and they've got me down here.
[CUSTOMER][NEUTRAL] 30909, that one.
[CUSTOMER][NEUTRAL] Alright, do I need to do state or any of that?
[AGENT][NEUTRAL] No, just make sure you're putting in your Yahoo email and the group number, that's it.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, do next.
[CUSTOMER][NEGATIVE] Error return.
[CUSTOMER][POSITIVE] Alright great.
[AGENT][NEUTRAL] So the email that you're putting in.
[CUSTOMER][NEUTRAL] Zip code is
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] OK, they got 309.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right. So which one is wrong there, the zip code [PII]. There's two zip codes.
[CUSTOMER][NEUTRAL] It's [PII] for the PO box that they have here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that would be wrong.
[AGENT][NEUTRAL] Again, yeah, [PII], just put in the group number and the email, nothing else.
[CUSTOMER][NEUTRAL] OK, it kind of came up. You want me to just back off the phone number here, just take it out.
[AGENT][NEUTRAL] Just delete anything else aside from the group number and email.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you're getting a few calls, aren't you?
[CUSTOMER][NEUTRAL] Oh, next, all right, complete your account set up, continue.
[CUSTOMER][NEUTRAL] Change the changes you may, may not be saved.
[CUSTOMER][NEUTRAL] Cancel or leave?
[AGENT][NEUTRAL] Just click on continue or leave, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, verification is necessary. Email address [PII], that's right. Send verification code.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so now you need to put.
[CUSTOMER][NEUTRAL] Are they gonna put that on my email or they?
[AGENT][NEUTRAL] So the code's gonna come to your email. You need to put that code in and then click verify and then create the password down below.
[CUSTOMER][NEUTRAL] Then you code, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, I'll go to my email.
[CUSTOMER][NEUTRAL] Does that take a minute?
[AGENT][NEUTRAL] It does. Mhm.
[CUSTOMER][NEUTRAL] Cause there's so many cos here from where I tried. I don't know whether that's the last one or not.
[AGENT][NEUTRAL] Yeah, I mean, delete any old ones.
[CUSTOMER][NEUTRAL] 508
[AGENT][NEUTRAL] You might ask.
[CUSTOMER][NEUTRAL] This last 1, [PII]. I don't, 847. No, that's got to be all too.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's gonna be the last one.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then you should
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then just
[CUSTOMER][NEUTRAL] And then verify code or let's leave that alone.
[AGENT][NEUTRAL] Click verify code, yeah.
[CUSTOMER][NEUTRAL] New password.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That based on everything we've seen that I've seen it all out.
[CUSTOMER][NEUTRAL] Don't need to.
[CUSTOMER][POSITIVE] The right spot at each target.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Of a
[CUSTOMER][NEUTRAL] but
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let me be sure maybe how did I write that down.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] Display name. It comes down there with my name.
[AGENT][NEUTRAL] Well, yeah, and that's not required you can skip over that and just click continue.
[CUSTOMER][POSITIVE] All right, just to continue. OK. Safe password, most definitely. I agree to the terms and continue.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] A required field is required. Please fill all required fields and try again.
[CUSTOMER][NEUTRAL] Uh, how will I go back here? Continue.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, yeah, you should be able to just X out of the pop-up and see what was missed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I feel like
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] I don't know how I'm gonna get out of that.
[AGENT][NEUTRAL] Click click continue if it has that option.
[CUSTOMER][POSITIVE] This is right here. This information is required. OK. There we go.
[CUSTOMER][POSITIVE] Your account's been successfully created.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] OK, so go back to get started of where I started this morning, yeah, your invoice is there.
[AGENT][NEUTRAL] Oh, so now, yeah, so now you have an account created, it should take you back to the login page.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] View it.
[CUSTOMER][POSITIVE] View bill. All right, that looks right. Thank you so much.
[AGENT][NEUTRAL] You're welcome, Moita. Anything else?
[CUSTOMER][POSITIVE] Not right now thank you so much appreciate it.
[AGENT][POSITIVE] Mhm. You're welcome. Bye-bye.
[CUSTOMER][NEGATIVE] Oh well then you know what? that's that's my gas bill that's not that bill.
[CUSTOMER][NEGATIVE] So that's not gonna work.
[CUSTOMER][POSITIVE] Hold on just one minute. That's it's too good to be true.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Angle billing that was another insurance APO.
[CUSTOMER][NEUTRAL] Let's try again click to set up your account. We've done that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of this
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got to get another code.
[AGENT][NEUTRAL] Yeah, I will do that every time you log in now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We're still
[CUSTOMER][NEUTRAL] Email address verification code that's gonna be on my email?
[AGENT][NEUTRAL] Mhm it'll send to your email every time.
[CUSTOMER][NEUTRAL] Another one.
[CUSTOMER][NEUTRAL] Alright 5%.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, there it is. No, that's the one that was [PII].
[CUSTOMER][NEUTRAL] [PII], so it hadn't sent it yet.
[CUSTOMER][NEUTRAL] Are they gonna mail me one if this does not work out today?
[CUSTOMER][NEUTRAL] I'm gonna be closed next week, so it'll be late.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] Mail you an invoice?
[CUSTOMER][NEUTRAL] Yeah, they normally mail me one too.
[AGENT][NEUTRAL] Yeah, I'm sure that there was one probably also sent out. I can.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 906, that's it. 906-105, maybe that's it.
[CUSTOMER][NEUTRAL] Alright, let's go back to this.
[CUSTOMER][NEUTRAL] So but.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's where it says create your account again.
[AGENT][NEUTRAL] It didn't log you in.
[CUSTOMER][NEUTRAL] Questions.
[CUSTOMER][NEUTRAL] I guess not.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] If you're in you should see like my group a dashboard.
[CUSTOMER][NEUTRAL] Alright, uh, 7 now.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] what happened.
[CUSTOMER][NEUTRAL] So, so
[CUSTOMER][NEUTRAL] Where it says create your account, that's that, that's the only thing you let me do.
[CUSTOMER][NEUTRAL] It's start all over again. Well, we've already done that.
[AGENT][NEUTRAL] OK, um, close out of your window that you're in and just open a whole new internet browser and just go back to our site.
[CUSTOMER][NEUTRAL] Uh, AMC and other.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Don't go through the link in the email for the invoice, just go back to our site, which is [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me put that in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No that is.
[CUSTOMER][NEUTRAL] OK, there's two here APLOSC secure [PII] sign up login. So login is the one I want.
[AGENT][NEUTRAL] Yeah, you wanna click on log in.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And then put an email it should ask for email and password.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, it's got the email they send verification code.
[CUSTOMER][NEUTRAL] I don't have to send another verification code.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, I done lost my email at the top here to get it.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.