AccountId: 011433970860
ContactId: af4fec8a-6291-47cc-be65-d3a77c881632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475209 ms
Total Talk Time (AGENT): 140423 ms
Total Talk Time (CUSTOMER): 149590 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/af4fec8a-6291-47cc-be65-d3a77c881632_20250603T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling because I can't seem to log into uh my account and I am one of the administrators to make sure the account gets paid.
[AGENT][NEUTRAL] OK, um, well, I can definitely help you with the account. It's not anything you're doing, it's the new system that, um,
[AGENT][NEUTRAL] Dropped on Friday. They're having issues or we're having issues with the login, um.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] But let me get your group number and a good contact number and I'm gonna, well, I have a few questions, but let me pull up your group first.
[CUSTOMER][NEUTRAL] OK, I'm just trying to download my last, my last two bills, so here's my group number is 26867.
[AGENT][NEUTRAL] May I
[AGENT][NEUTRAL] 26867. OK, hold on one moment.
[AGENT][NEUTRAL] OK, and may I have your name, the group name, address, and email address?
[CUSTOMER][NEUTRAL] My name is [PII]. The group name is Anatomy 1212 LLC, um, [PII] and my email is [PII].
[AGENT][POSITIVE] Thank you for that. And [PII], what's a good contact number um for the group or in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, you said you need your last um two invoices, so May and June?
[CUSTOMER][NEUTRAL] Last, the I, yeah, the one, the 1 April, May, June.
[CUSTOMER][NEUTRAL] Last 3, sorry.
[AGENT][NEUTRAL] OK, that's OK. Hold on one moment.
[AGENT][NEUTRAL] OK, the April invoice is paid in full. You want May and June?
[CUSTOMER][NEUTRAL] They're not paid in full?
[AGENT][NEUTRAL] No, they are. The only one, hold on one second.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The only one.
[CUSTOMER][NEUTRAL] It should be all paid in full.
[AGENT][NEUTRAL] You just need a copy of the invoice?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Why they're not, uh, no, no, I wanted the Excel, the, you know, the CSV file so I can for April, May and June.
[AGENT][NEUTRAL] OK, so let me, I can, I'm just trying to get what you need so I can send it to you because they're all showing paid. So I, I wasn't.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So that's what you need?
[CUSTOMER][POSITIVE] OK perfect yeah yeah I know they're paid. I just need to, I, yeah I just need them yeah that's it.
[AGENT][NEUTRAL] OK, you want me to go ahead and email those to you, to the email you um confirmed?
[CUSTOMER][POSITIVE] That would, that would be great.
[AGENT][NEUTRAL] OK, so I'll send you April, April, May and June.
[CUSTOMER][NEUTRAL] Yeah, to the email that I confirmed, yeah.
[CUSTOMER][POSITIVE] Perfect, thank you so much and then I guess I'll be able to log in at a later date.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I'm gonna put your, well, let me ask you this about the online service center. Um, OK, so for the new system, you're going to have to use the email address, you know, you, um, previously we used the username and password. With the new system, you'll have to use the email address. Have you clicked on the link uh that says create OSC account on the
[CUSTOMER][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] No, I didn't. I wasn't, I wasn't sure. OK, alright, so I, I can do that. I wasn't sure if I.
[AGENT][NEUTRAL] Yes, so go ahead and do that.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And follow the prompts and use the email address. Um, I'll still put your name on the spreadsheet, but go ahead and do that and you want to do it, can you do it now to see if you can get in or you want to do it later?
[CUSTOMER][NEUTRAL] I'm, I'm here I'm, I'm here in it right now to provide sign up. I'm a provider, right? So provide the following information for provider account tax ID. Yeah. All right, good bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, no, no, no, no, hold on, you're a group.
[CUSTOMER][NEUTRAL] OK, I'm a group. OK.
[CUSTOMER][NEUTRAL] Group right.
[CUSTOMER][NEUTRAL] Alright, let me get the number 26867.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] State is [PII].
[CUSTOMER][NEUTRAL] OK, complete your set up, continue.
[CUSTOMER][NEUTRAL] OK, so I get the email.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait, display name is what I want shown, right?
[AGENT][NEUTRAL] Yes, for the group. Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, for the group display name is the group, not my name.
[AGENT][NEUTRAL] Oh, well, which section are you on? It's 2, which section, um, is it asking for like the group admin?
[CUSTOMER][NEUTRAL] How much verification is necessary. So I'm, no, so I'm setting up the, I'm setting up my password so display name would just be my name, right?
[AGENT][NEUTRAL] Right, right, right, yes.
[CUSTOMER][NEUTRAL] OK hold on.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] OK, so I'm, I'm there. Let me see, log in. Let's see if this works.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So it is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, so I'm here. OK, alright, I logged in thank you so much.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] OK, you're welcome and I'm getting the invoices together now. I'm getting ready to attach June, so you should be getting the email in a few minutes, OK?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No, that's it. Have a good day. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL you also. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.