AccountId: 011433970860
ContactId: 97a230ac-eb73-47c3-a586-b7130717bdb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515340 ms
Total Talk Time (AGENT): 237725 ms
Total Talk Time (CUSTOMER): 227354 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/97a230ac-eb73-47c3-a586-b7130717bdb4_20250604T17:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling A. This is. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I called yesterday to try to get help creating the new log in for our account and got nowhere and I was told I'd get an email with with further instructions didn't get one so I am back at the create the online service center create your account thing and I have entered the group number I have entered everything and it's still it's not working.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, can I please get your name and your number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, the group number is 257-57 and my name's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], let me look up your group real quick.
[AGENT][NEUTRAL] Give me just a moment while I pull you up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK Ms. [PII] I'm gonna ask for you to verify all your information for your group so we can make sure everything's correct on our side that will tie into the online service center. Can you please give me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yep mhm sure.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and then I'm also showing that we have a physical address too that that was your geographic, OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ready? [PII], same zip code.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then can you also give me your email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and your phone number, please?
[CUSTOMER][NEUTRAL] Um, it is, um, [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and then is that phone number also a good number to call you back on if we get disconnected? OK.
[CUSTOMER][NEUTRAL] Mhm sure, yep yep, that's fine.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] All right, so what I'm gonna have you do is
[AGENT][NEUTRAL] And go back to your browser.
[AGENT][POSITIVE] And clear it completely out and reenter secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on, you know what I'm just gonna go, can you, can you just hit pause for a second? I'm gonna open up Microsoft Edge and just try a whole different browser window.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so secure, right, secure, yep, mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Secured with a D.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then when you get to the welcome screen, will you please let me know?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I am there.
[AGENT][NEUTRAL] OK, so once you go into the welcome screen.
[AGENT][NEUTRAL] Where it says log in underneath is going to be set up your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's it says create so I'll click create and I'm a group, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You're a group.
[CUSTOMER][NEUTRAL] We're a group, OK, OK, just making sure I wasn't given that information another time.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then you'll just need to follow the prompts.
[CUSTOMER][NEUTRAL] Yep, OK, I got everything entered. I'm hitting next and same thing error no user was found with the information that was entered, so you're 100% sure that that's our group number?
[AGENT][NEUTRAL] Yes ma'am, your group number is 257-57.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Yeah, all right, well something's broken because I got the same thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And you said that you did report this yesterday?
[CUSTOMER][POSITIVE] Yes I did and we need to be able to get in and pay and do all that good stuff so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[CUSTOMER][NEUTRAL] I know you just yep I know you you had the update over the weekend but we're on Wednesday still still not in there.
[AGENT][NEUTRAL] Yes ma'am I understand and they are the IT department is working on it. If you did report it yesterday, I will send another report that you called back today and you still can't get in the first step.
[CUSTOMER][NEUTRAL] Mhm, OK, so what would be, what would be super helpful is like you give a case number? Is this a different case? Is it the same one? I mean, I just don't, you know, I want there's some accountability for you guys actually getting from point A to point B. So do I have a case number for today's case? Is it the same? What, what are we doing?
[AGENT][NEUTRAL] No, ma'am, you will not have a case number. We don't give case numbers um for this we're just um sending it into our IT department so that they know that we're having issues and still having issues um and like I said everybody is diligently working on it to try to iron out the kink.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm not the only account that's having this, so we aren't the only account that's having this problem.
[AGENT][POSITIVE] Correct. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, um, how should I expect to, how, how should I, how should I expect to be contacted by somebody? Am I gonna get an email? Am I gonna get because I got nothing yesterday.
[AGENT][NEUTRAL] So I will make sure that I.
[AGENT][NEUTRAL] Right, um, once the issue.
[CUSTOMER][NEUTRAL] So you know I if it's if there's if there's nothing happening.
[AGENT][NEUTRAL] Right, if there's nothing happening, it just means that it hasn't been corrected yet. Once the issue is resolved, I can request that an email be sent to you at the email address that you gave me so that you know that it's it's fixed.
[CUSTOMER][NEUTRAL] Go on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK, so do you have the ability we've got an account that is um added as like a pay a payment method in there can you run the charge for now so I don't have to just keep calling and calling so we can pay on a timely basis? Are you able to run the charge?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] We can't run the charge ourselves, but.
[CUSTOMER][NEUTRAL] Great, let's do that then I don't.
[AGENT][NEUTRAL] But what I can do is transfer you over to the group billing department and you can pay it over the telephone if you would like to do that. OK, alright, so it's, yes ma'am, it's gonna be a brief hold while I transfer you on over Ms. [PII] and I'm sorry for all the problems. OK, you take care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, let's do that right.
[CUSTOMER][POSITIVE] All right, sounds sounds good.
[CUSTOMER][POSITIVE] Yep, yep, well, I'm sorry you have to take a million calls like mine. Good luck.
[AGENT][NEUTRAL] That's OK. It's OK. Alright, it's gonna be a brief hold. You're welcome.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ACO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She is with group 25757 Real Water Sports.
[CUSTOMER][NEUTRAL] Say that the group number one more time.
[AGENT][NEUTRAL] She wants to
[AGENT][NEUTRAL] Yes, it's 257-57.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She wants to pay her invoice over the phone. She's been trying to use the OSC is a little frustrated, but she wants to go ahead and pay over the phone today.
[CUSTOMER][NEUTRAL] Does she know that she can only pay with a debit card or credit card?
[AGENT][NEUTRAL] I just told her she could pay over the phone today.
[AGENT][NEUTRAL] She said we have her banking information and I just let her know that we can't run it automatically for her through the online service center and but if she wanted to pay today over the phone she could.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK. Well, we do not take, um, we, we can't do the
[CUSTOMER][NEUTRAL] Routing number bank account it's gotta be a debit card or credit card, but you can send it to me and I'll let her know.
[AGENT][NEUTRAL] OK, thanks [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.