AccountId: 011433970860
ContactId: abfc098f-0148-4216-9a4d-4bb3ab2c1a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572309 ms
Total Talk Time (AGENT): 160430 ms
Total Talk Time (CUSTOMER): 230692 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/abfc098f-0148-4216-9a4d-4bb3ab2c1a0f_20250602T13:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling ATL. This is Melit group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I am calling from Goodwill Industriesa, Florida, and I just log in in the.
[CUSTOMER][NEUTRAL] In the web page APL to to be able to.
[CUSTOMER][NEUTRAL] To get the invoice, no, and, and submit the invoice for each group. We have two groups, but when I log in this is another web page that say welcome to the online service center. I'm just trying to log in and they request my email address instead of my user, but OK, when I put in the email address, they don't let me they say that doesn't't recognize my.
[CUSTOMER][NEUTRAL] My credential also I go to create your online service center account and when I enter the information that's an error.
[CUSTOMER][NEGATIVE] Um, the thing is that I don't do anything.
[CUSTOMER][NEUTRAL] From the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the APL home page portal.
[AGENT][NEUTRAL] OK, and, and what was that group number?
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It is 15 of them it is 15434.
[AGENT][NEUTRAL] 15434 and what is the other group number, please?
[CUSTOMER][NEUTRAL] The other group is 18 123.
[AGENT][NEUTRAL] OK. And what was your name again?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII], um, so what is a good callback number just in case?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct mhm.
[AGENT][NEUTRAL] All right, [PII]. And um hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII] can um would you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Yes, it's I.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Because I got somebody else on here hold on just a moment, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have [PII] as our contact person on this group.
[CUSTOMER][NEUTRAL] No, [PII] isn't in the no Barbaized for another group.
[CUSTOMER][NEUTRAL] I am the contact for for the first group because I can according to APL and the broker I cannot hold both accounts. [PII] is the account is the is the contact for the other group even though she's the the I'm the manager I am the benefit manager and she's the, the human resources director.
[AGENT][NEUTRAL] OK. And I've got her as
[CUSTOMER][NEUTRAL] But one group I have my my login on on that group and [PII] have their login on the other group.
[AGENT][NEUTRAL] OK, but I have um [PII] as our contact on both groups.
[AGENT][NEUTRAL] OK, but I do, and never mind. I'll say
[CUSTOMER][NEUTRAL] OK, I can give you the, I can give you the the.
[AGENT][NEUTRAL] OK, never mind. I see your information right here and I do apologize. I just looked over that. um, OK, and what is your email address? [PII]?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for that and can you verify the address that we have on file for this group as well, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you so much for that. OK, so what you're saying is is that you're unable to log in to your account?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, this is a a new web page that I that I don't have it, not for the last month.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And normally I log in, I submit the invoices, review the boys, submit them boys, printed out my the invoice for my copy and send it to pay.
[AGENT][POSITIVE] Right, I understand that. I do apologize.
[CUSTOMER][NEUTRAL] Mhm, but I, I am not able to log in, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] Hold on just a moment. I'm looking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let's see.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] [PII] will need to do this first.
[AGENT][NEUTRAL] And then add you as a user.
[AGENT][NEUTRAL] Since she is set up as our primary contact.
[CUSTOMER][NEUTRAL] What you need sorry go ahead what what what you need to do?
[AGENT][NEUTRAL] Uh, [PII] will need to be, uh, be the one to set it up first to go in there and then add you as a user.
[AGENT][NEUTRAL] For um to set up the new uh set up the.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Let me work so fine.
[AGENT][NEUTRAL] Information for you.
[CUSTOMER][NEUTRAL] OK, but how to do it in the you need to contact the the number she what she, what you need to do because you know she's not she's not the one that they handle this. Go ahead.
[AGENT][NEUTRAL] She needs to go in and.
[AGENT][NEUTRAL] She would be the one to create a new create the new account and then add you as a user.
[CUSTOMER][NEUTRAL] She needs to create a new account.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need to go to the website and um let let me let me let me get the instruction because normally she doesn't handle this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you have to go to the page and create click on create your service online service center, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she has to put, she has to put the information.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And add it and added, and this is not something that can be done for you from from from the service because she's very busy, OK.
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[AGENT][NEUTRAL] I understand that and I do apologize that she would be that I, I, I can't do that for her. No, ma'am.
[CUSTOMER][POSITIVE] OK, let me try to help her because I know that she keeps very busy. OK, thank you so much bye bye.