AccountId: 011433970860
ContactId: ad95a509-e414-4792-a884-66d93f684e52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227639 ms
Total Talk Time (AGENT): 117608 ms
Total Talk Time (CUSTOMER): 88775 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ad95a509-e414-4792-a884-66d93f684e52_20250619T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am trying to log into the APL site to pay for our invoice, but it looks like the site had been upgraded or we no longer have the account, so that's why I'm calling to get access.
[AGENT][NEUTRAL] We did actually create um a new online service center. Do you have the group number [PII]?
[CUSTOMER][NEUTRAL] Yes, one second, let me get that.
[CUSTOMER][NEUTRAL] So the group number is 18026.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, everybody's having to create new logins and everything.
[CUSTOMER][NEUTRAL] Yeah, that was a shocker.
[AGENT][NEUTRAL] I'm sorry. um, OK, can you verify with me the name of the group and the address, please?
[CUSTOMER][NEUTRAL] Yes, it's Crestford Services Inc. DVA Total Cleaning and then the address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Alright, so when you go to um our website on the login page you're gonna have to click create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then it's gonna ask which role best describes you. You're gonna click on group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The next page then asks for a bunch of information. Now, the only thing that's needed is what the red asterisk has next to it, so the group number and email. Now the email that's on here for the group is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, [PII], OK, can we change that to [PII]?
[AGENT][NEUTRAL] So we can do one of two things if you want the email to be permanently changed for the contact on the group you'd have to send an email to update it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can, if this is still a good email you guys can go ahead just set up the log in with this email once you then get in you can add additional users and other email addresses if you need to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that should allow us to go in. OK, yeah, for now I just wanna get.
[AGENT][NEUTRAL] Yeah, so it's gonna send like
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] I just need to get that paid OK so.
[AGENT][NEUTRAL] I hear you um yeah, so it sends like a verification code to the email so whoever's email that is does need to be available to give.
[CUSTOMER][NEUTRAL] Yeah, that's the director's email.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, that's probably why I didn't see it. OK, so here just basically, uh, set it up with his email and then later on we can add another user and, and add the main email we want the, the notifications to go to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Mm.
[AGENT][POSITIVE] Yeah, absolutely it has a manage users tab and you can add the HR email and everything like that the the email is gonna be the user name going forward.
[CUSTOMER][POSITIVE] OK, not a problem thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, [PII]. If you guys have any problems, please call, OK?
[CUSTOMER][POSITIVE] Will do thank you so much have a great day.
[AGENT][NEUTRAL] Uh-huh, you, you too, bye bye.
[CUSTOMER][NEUTRAL] Bye.