AccountId: 011433970860
ContactId: b11a563c-d765-4028-a877-5211561f22d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209500 ms
Total Talk Time (AGENT): 73342 ms
Total Talk Time (CUSTOMER): 84389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/b11a563c-d765-4028-a877-5211561f22d0_20250616T14:54_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII]. I'm calling from the Gaping Network and I'm calling because I'm trying to log in to make a payment because it's already like due, um, and, um, you kind of changed the.
[CUSTOMER][NEGATIVE] The, the website and now um it's not allowing me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, to log in.
[AGENT][NEUTRAL] OK, so we did have an update to our online service center about a week and a half ago. If you haven't logged in since then, everybody does need to create a new logins, so you would want to click.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Create new OSC account.
[CUSTOMER][NEUTRAL] OK, yeah, I didn't realize I had to do a whole new log in, so create your OSC account, correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm and if it's for the group you're gonna need to use whatever emails on file for the group initially to get logged in the email is gonna be the username.
[CUSTOMER][NEUTRAL] OK, group number let me open up the invoice group number.
[CUSTOMER][NEUTRAL] Ever, no user was found, um, because I know I have my own login.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] The group number is 17143.
[AGENT][NEUTRAL] All right, [PII], and then can you verify the address for the group, please?
[CUSTOMER][NEUTRAL] Yeah, the address is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm showing on here [PII] the contact is listed as Enid [PII] and the email is [PII].
[CUSTOMER][NEUTRAL] Right, she's the HR, but I also had um access because I'm the director of finance and I pay the invoices.
[CUSTOMER][NEUTRAL] Um, and it was it she should have had also my email there because I was logging in under it [PII] a gap in [PII].
[AGENT][NEUTRAL] So Ena is the main email on file. So what you guys will need to do is initially set up the log in under that email and group number. Once you get logged in with that email and password, there is an option to manage users and add additional emails where you can then add yours so you can just go in and pay invoices um.
[AGENT][NEUTRAL] You'll need to access it though with that email first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, let me, let me call HR because they probably make sure that they haven't done this already. Either way, it'll go through her email anyway. OK, no problem. Let me call them now. OK, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK. You're welcome. Bye bye.