AccountId: 011433970860
ContactId: abd709a4-f387-4f50-a450-208631f1aed2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1002599 ms
Total Talk Time (AGENT): 481001 ms
Total Talk Time (CUSTOMER): 279196 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/abd709a4-f387-4f50-a450-208631f1aed2_20250624T13:47_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].
[CUSTOMER][NEGATIVE] But anyway, I'm calling, I'm calling because I have two group accounts with y'all, and when I went online to try to pay them, it's like something's changed on the website where my password's not working, like, you know, did y'all change something?
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK, [PII]. So are you the group administrator of the groups? OK, so yes, ma'am. I can help you with this. There was a change, [PII], um, but first, what I'll need to do is to get some information from you and pull up the groups, um, and verify some things with you for security. So first off, uh, what is, how do you spell your [PII] first off?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and mine[PII]
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is, uh, you can go ahead and give me both group numbers if you want to.
[CUSTOMER][NEUTRAL] OK, I'm gonna look at the balance, um, group number for one of them is 25669.
[AGENT][NEUTRAL] OK, and the other one?
[CUSTOMER][NEUTRAL] And the um.
[CUSTOMER][NEUTRAL] It is CAP.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 25636
[AGENT][NEUTRAL] OK, so let me get that first one pulled up for you.
[AGENT][NEUTRAL] Alright, so just one moment, [PII].
[AGENT][NEUTRAL] OK, so first off, on the 256-69, if you could just verify the group's name and address.
[CUSTOMER][NEUTRAL] Um I'm looking at the right one.
[CUSTOMER][NEUTRAL] OK, 25669 that is Robertson Roofing [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. And your email address on that account?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that is, um, what phone number would we have as the primary contact number?
[CUSTOMER][NEUTRAL] Mm, you might have the office. It's probably the office number which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so let's go ahead and verify the other group name.
[AGENT][NEUTRAL] And address?
[CUSTOMER][NEUTRAL] The other group, OK, the other group name is um Southern Rehab Physical Therapy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um let me see what address I have. That's my son's business, but anyway, um I think it's the same address, yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now, on that one, OK, OK.
[AGENT][NEUTRAL] Right. And then your email address for that group?
[CUSTOMER][NEUTRAL] Uh, let me see, um.
[CUSTOMER][NEUTRAL] I don't remember if I used his email or not. Just give me a second. I'm gonna search the email.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Is it um [PII]?
[AGENT][POSITIVE] No, um, it isn't pricey.
[CUSTOMER][NEUTRAL] Is it um is it [PII]?
[AGENT][NEUTRAL] No, this one looks.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm, like it's gonna be the same as your other one.
[CUSTOMER][NEUTRAL] Oh, the [PII]
[AGENT][NEUTRAL] OK. Yeah. OK. So what's the primary phone number? Now, the phone number on file for that group is the one that you gave me initially is your callback number, so is that the correct number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's my cell number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's my cell number.
[AGENT][NEUTRAL] All right, so first off, [PII], yes, there was a change in the online service and there was an update done to it. So you will have to create new profiles now.
[AGENT][NEUTRAL] You will also, before you're gonna be able to set up the one for Southern rehab, physical therapy, we are going to have to get your uh email updated. The the new OSC cannot have the same email at tied. I mean, it cannot be tied to multiple groups.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So like you have your [PII] or, you know, the Robertson roofing email is what's on file for the Southern rehab.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I can give you the email address.
[AGENT][NEUTRAL] For you to send in the request to have that updated to a different email once that is done then you will be able to set up the profile. Now you can go ahead and set up the new one under Robertson Roofing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can actually email you [PII] the user guide for how to set up the portal and then about using it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So give me just a moment to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just it's gonna take me just a second for to do this for you.
[AGENT][NEUTRAL] OK, so I'm going to send you this email and it's gonna come from [PII] team at [PII], [PII], and it will have two user guides attached. One is for creating.
[AGENT][NEUTRAL] And one is for using it at the group level, OK? So that is on its way to you now, and it may take a second to come through. It shouldn't go to your junk or spam folder, but you might wanna check that in just a minute. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you haven't seen it in your inbox, you might want to check one of those other two folders, but I don't really think that it's gonna go there now that email that I was referring to to send to get the information updated on your son's business so that you can set up your profile, you can send that request.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] To care to that same email care team [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And should I send it from my [PII] in reference to him? I'll go ahead and use one of the the uh email addresses I use.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, you can send it, uh, from the email that's currently on file that way they will see that this is what's currently on record for this group, however, it's needing to be updated, um, and then of course include the new email, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that you will be able to set up the profile for his group as well because we will have to get that updated on this side for security purposes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll be able to set it up.
[CUSTOMER][NEUTRAL] Right, um, do you know about how long that'll take because I'm going out of town and I'd like to pay the bill before I leave. Um, will it be done by the end of the week, you think?
[AGENT][NEGATIVE] It should not
[AGENT][POSITIVE] Yes, oh yes, it should be done definitely by then. And you can even um put that, include that in there so that they will know that this is, you know, a pretty high priority thing, but yes. With that only being Tuesday, yes, that should be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sufficient time to have that updated. It's usually really about 24 hours.
[AGENT][NEUTRAL] To get that updated.
[CUSTOMER][NEUTRAL] OK good alright well I have your email so.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, well, good. So, um,
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] Now when you get to the screen on the set up, [PII], if you wanna set this first one up with me on the phone, we can do that.
[AGENT][POSITIVE] To make sure that you don't have any difficulty.
[AGENT][NEUTRAL] But that's entirely up to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're just gonna still go to the [PII] like you did before.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me know when you get that pulled up.
[CUSTOMER][NEUTRAL] Can you hold on one second? Let me talk to this person. Alright, hold on.
[AGENT][POSITIVE] Absolutely. Sure. Sure. Yeah, no worries.
[CUSTOMER][NEUTRAL] OK, let's see, alright, so I'll go into sign in and then.
[AGENT][POSITIVE] Actually, you're gonna do, correct, you create your OSC account.
[CUSTOMER][NEUTRAL] Create
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Then you will select group.
[AGENT][NEUTRAL] Click next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, on the next screen, just enter that group number and your email address. Those two boxes should be the only one that have the red asterisks beside them.
[CUSTOMER][NEUTRAL] OK, done.
[AGENT][NEUTRAL] OK, and then you
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Just click, uh, next, I believe.
[CUSTOMER][NEUTRAL] Yeah, um, it's asking me to put a password in and everything, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, now before it, it should ask you, it should talk about a verification code. Yes, so you'll need to do that first because it's gonna have to verify your email and that may take just a second for that email to come through with the verification code. Some sometimes it's really quick and sometimes it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh send direct yeah OK click on that.
[AGENT][NEUTRAL] Takes a couple of minutes.
[CUSTOMER][NEUTRAL] Yeah it's here.
[CUSTOMER][NEGATIVE] Claim not verified email address but it sent me a um verification code.
[CUSTOMER][NEUTRAL] OK, unless I used what I to.
[CUSTOMER][NEUTRAL] So I used the right verification code.
[AGENT][NEUTRAL] And then did you click verify code?
[CUSTOMER][NEUTRAL] But it's says claim yeah and it says claim not verified.
[CUSTOMER][NEUTRAL] Change, you know.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Wait, hold on, let's see. Please wait. OK, I had to hit continue again, so terms of use, I agree.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, your account has been created.
[CUSTOMER][NEUTRAL] So I just log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, you'll go back to that first screen now. Now, it is, I think it's going to. I know that it definitely does on this first time, and honestly, I'm not 100% sure about every time, but yes, that's essentially like a two-factor or multi-factor authentication.
[CUSTOMER][NEUTRAL] It does it ask for that verification code every time it looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For security.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, there's there's my code so it's.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me just make sure is the billing part of it look any different?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So for, for your, do you pay by ACH, [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, so you're just gonna go, when you get to your dashboard.
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][NEUTRAL] Should OK, so you should be able to click like my group do you see where it says my group? And then you should see in the screen group details, invoicing and so you would just.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like invoicing?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you should see open invoices.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] In the center of the screen, it would be a box.
[AGENT][NEUTRAL] You should say open invoices and submitted invoices.
[CUSTOMER][NEUTRAL] It's still trying to load seems like oh here, so it has open invoices please review and submit the invoice so.
[AGENT][POSITIVE] Oh, OK. I'm getting ahead of it.
[AGENT][NEUTRAL] Yes. So you can just click on your that's correct. Yes, ma'am. And then once it's been processed, it will move into that next.
[CUSTOMER][NEUTRAL] That would be the one that's.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Space, you know, I submitted invoices.
[CUSTOMER][NEUTRAL] And just hit submit it right after reviewing please submit. OK, alright, and then I gotta set up my banking information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If your ACH, if it's, if that's how you had it set up before, it should be there, is my understanding.
[CUSTOMER][NEUTRAL] Again.
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] All right, that one's paid, so I'll just work on the other one, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thanks for all your help appreciate it.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome and if you have any other issues, you know, just give us a call and we'll be happy to help you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, [PII]. Well, you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.