AccountId: 011433970860
ContactId: a9af9a9e-858f-40fc-a568-41d376a46462
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1133939 ms
Total Talk Time (AGENT): 215514 ms
Total Talk Time (CUSTOMER): 401829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a9af9a9e-858f-40fc-a568-41d376a46462_20250617T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I work for a company named Van Sports. I'm, uh, I'm trying to recreate the account in the new online service center, but it's not recognizing my information. Can you help me?
[AGENT][NEUTRAL] OK, um, what is your group number?
[CUSTOMER][NEUTRAL] 19993.
[AGENT][NEUTRAL] And your
[CUSTOMER][NEUTRAL] Van Sports LLC.
[AGENT][NEUTRAL] OK, um, let me get that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, and I missed your name. What was that again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify the group uh address for me, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what would be the email address for the group?
[CUSTOMER][NEUTRAL] Uh, I, here I'm entering mine [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because I used to receive emails from APL because I'm the one who approved the invoices and pay.
[AGENT][NEUTRAL] OK, and you're doing create your OSC account?
[CUSTOMER][NEUTRAL] Yes, I'm creating my account.
[AGENT][NEUTRAL] OK, and then did you pick group?
[CUSTOMER][NEUTRAL] I put the group number, I put the zip code, I put my phone number. C, I put US [PII], my email.
[CUSTOMER][NEUTRAL] And the state [PII].
[AGENT][NEUTRAL] And what phone number did you put?
[CUSTOMER][NEUTRAL] When I click next.
[CUSTOMER][NEUTRAL] The phone number I put mine, [PII].
[AGENT][NEUTRAL] Um, looks like we have a [PII] number.
[CUSTOMER][NEUTRAL] Yeah, maybe this was the very, very old, like [PII] years ago administrator that we had here in the company.
[AGENT][NEUTRAL] OK, um, can you try just putting the group number and the email and nothing else?
[CUSTOMER][NEUTRAL] OK, just the group number.
[CUSTOMER][NEUTRAL] And email. OK, hold on. I'm removing estate, I'm removing everything.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I cannot remove the state.
[AGENT][NEUTRAL] Oh, OK, that's fine.
[CUSTOMER][NEUTRAL] Continuing her.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and I can't remove the
[CUSTOMER][NEUTRAL] The [PII], the state.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Just my email and the group number doesn't go.
[AGENT][NEUTRAL] Uh, OK, so, so if you'll put [PII].
[AGENT][NEUTRAL] Zip code we have is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the zip code we have is [PII]. Is that right?
[CUSTOMER][NEUTRAL] [PII], exactly.
[AGENT][NEUTRAL] OK, and then the the telephone number we have is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0, [PII], and the city is [PII] or [PII] only, how do you have the city?
[AGENT][NEUTRAL] And we have [PII]
[CUSTOMER][NEUTRAL] OK, let's see now.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Continue with er.
[AGENT][NEUTRAL] And it says what?
[CUSTOMER][NEGATIVE] It's strange because I received the invoices from you guys in my email and how come it's not recognizing my email, right?
[AGENT][POSITIVE] What browser are you using? because I'm, I'm able to go to the next step and get it set up.
[CUSTOMER][NEUTRAL] I'm using the Microsoft Edge. Do you want me to move to Google?
[AGENT][NEUTRAL] No, it, that shouldn't matter. Um, so what error are you getting?
[CUSTOMER][NEUTRAL] Uh, here comes no user was found with the information that was entered. Please try again if they are persist, call customer service and the number that I dial.
[AGENT][NEUTRAL] OK, well, can you just get out of it and then get back in it, so just X out of it.
[AGENT][NEUTRAL] And then pull it up again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just close it down and then um reopen it.
[CUSTOMER][NEUTRAL] Let me open.
[CUSTOMER][NEUTRAL] Yeah, I'm doing this [PII].
[AGENT][NEUTRAL] You're at [PII] or [PII].
[CUSTOMER][NEGATIVE] Mm, it's not going, can't reach the page.
[CUSTOMER][NEUTRAL] Strange.
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Doesn't go, oh, what is wrong with y'all?
[CUSTOMER][NEUTRAL] I'll try Google.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] Not going.
[CUSTOMER][NEUTRAL] Strange.
[CUSTOMER][NEGATIVE] Yeah, it's not opening your page, can't reach this page.
[AGENT][NEUTRAL] Um, are you having internet issues? Because I, I'm able to set your account up on my side.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, we, uh, I'm here in the office. I'm connected in the browse everything normal.
[AGENT][NEUTRAL] Um, can you try going to a different website, just something totally different?
[CUSTOMER][NEUTRAL] Yeah, let me
[CUSTOMER][POSITIVE] Yeah, it's working. I can go to a GP.
[CUSTOMER][POSITIVE] Yeah, it's working.
[AGENT][NEUTRAL] OK, um, will you try going back to [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You know what? I'm not gonna pay and then.
[CUSTOMER][NEUTRAL] Because I've been
[CUSTOMER][NEUTRAL] I was 44 minutes before being able to talk to you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, would you be able to, do you know how to
[CUSTOMER][NEUTRAL] Yeah, why don't
[AGENT][NEUTRAL] You know how to clear out the browsing data?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] No, how we do it.
[AGENT][NEUTRAL] Um, so you should have in the top three corners, are you on Microsoft Edge?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the very top right-hand corner, there's 3 little dots.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should pull up a list of things, you know, if you go to settings.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Settings, OK.
[CUSTOMER][NEUTRAL] And clear browsing data.
[AGENT][NEUTRAL] Yes, and then make sure that the time range says.
[CUSTOMER][NEUTRAL] Is this?
[AGENT][NEUTRAL] Yes, so that would be for all time.
[CUSTOMER][NEUTRAL] All time clear now, OK.
[AGENT][NEUTRAL] I think clear now.
[AGENT][NEUTRAL] OK, and then after that's completed, if you can try to get back in.
[CUSTOMER][NEUTRAL] Mhm. It's still delete browsing data it's still moving, moving, moving, moving, moving.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um, can you just make sure that you can have my email and my telephone number? So, uh, when I try to do this.
[CUSTOMER][NEUTRAL] Uh, by myself, it will work or no? I need to be here in line with you.
[AGENT][NEUTRAL] No, you, you could
[CUSTOMER][NEUTRAL] Because I have a meeting in 15 minutes.
[AGENT][NEUTRAL] You you can try by yourself, but you only need to enter the group number and the email. That's all that needs to be entered. You don't have to enter any other information.
[AGENT][NEUTRAL] So just your group number and your email.
[CUSTOMER][NEUTRAL] It's [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It's not opening, it's not going.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] A, uh, it's secure, it's secure.
[AGENT][NEUTRAL] Here, let me, let me send you the link in an email real quick.
[CUSTOMER][NEUTRAL] Thank you. No, it's not going. I don't know.
[AGENT][NEUTRAL] OK, I just sent that to you.
[CUSTOMER][POSITIVE] Thank you. Let me see.
[CUSTOMER][POSITIVE] Interesting. OK.
[AGENT][NEUTRAL] Were you able to open that one?
[CUSTOMER][NEGATIVE] No, you are not right here.
[CUSTOMER][NEUTRAL] Did you send to [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's perfect.
[CUSTOMER][NEGATIVE] No, they don't arrive here.
[CUSTOMER][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] It should be from [PII].
[CUSTOMER][NEUTRAL] So that I can send if I send you back.
[CUSTOMER][NEUTRAL] Uh, the message will go to you know, right?
[AGENT][NEGATIVE] Uh, no, it won't.
[CUSTOMER][NEGATIVE] They can't reach off the page.
[CUSTOMER][NEGATIVE] They can't reach out the page then refresh.
[CUSTOMER][NEUTRAL] And nothing happens.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][MIXED] Thank you so much, but I don't think we will be able to fix this.
[CUSTOMER][NEUTRAL] And I will be waiting when I receive the invoice printed invoice. I'm glad that I didn't go online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have someone
[CUSTOMER][NEUTRAL] And when I receive the paper, then I will, we will start paying late because.
[CUSTOMER][NEUTRAL] Yeah, I, I can't.
[AGENT][NEUTRAL] OK, do you have an IT department or someone that can help you or I can put in a ticket. It's just we're not having any issues with our website, so I don't know what's going on on your side.
[AGENT][NEUTRAL] Can you restart your compu you might try restarting your computer and then
[AGENT][NEUTRAL] Trying it then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can do it. Let me close everything.
[CUSTOMER][NEUTRAL] Let me try the other computer that I have here.
[CUSTOMER][NEUTRAL] I'm trying another computer here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, even in the other computer it says can reach this stage.
[CUSTOMER][NEUTRAL] In the link that you just gave me.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're you're using Microsoft Edge?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's not Firefox.
[CUSTOMER][NEGATIVE] Uh, no, no.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Now let me try to, to come here to
[CUSTOMER][NEUTRAL] Google
[CUSTOMER][NEUTRAL] No, in Google me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][POSITIVE] No miracle. I appreciate your help. Uh, I have a meeting in 4 minutes that I need to go downstairs. I apologize.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK. Um, give me your number though, um, and I'll, uh, I'll have this ticket turned in. Um, what, what's your number?
[CUSTOMER][NEUTRAL] 786.
[CUSTOMER][NEUTRAL] 863.
[CUSTOMER][NEUTRAL] 3690.
[AGENT][NEUTRAL] OK, OK, I will get this ticket turned in and um we'll investigate and see what's going on, but I, I'm, I'm not sure what's happening because like I said I can reach it on my page and set up your account successfully, but we'll get this turned in and um we'll give you a contact you back within 24 to 48 hours, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a wonderful day, all right?
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But