AccountId: 011433970860
ContactId: b755746b-0b4c-497e-abf5-addb6b1aa8c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261480 ms
Total Talk Time (AGENT): 95132 ms
Total Talk Time (CUSTOMER): 113681 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/b755746b-0b4c-497e-abf5-addb6b1aa8c2_20250620T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, my volume was off on my headset. Sorry about that. This is [PII] with Special Service freight. I am trying to um.
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEGATIVE] Online to pay my bill and um it tell me that my my password is invalid and then when I ask it to send me a code it sends me a code and it tells me I can't it can't find my account.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what's a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling on behalf of a group, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, Special Service Freight is the company. Uh, give me just one second, let me pull that back up.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] The group number is 26653.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] And can you verify the address?
[AGENT][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] Uh, I'm not sure if you, I think you guys have our PO box. It's [PII].
[AGENT][NEUTRAL] Um, it looks like we have the actual physical address.
[CUSTOMER][NEUTRAL] Yeah, the physical address that's [PII].
[AGENT][POSITIVE] OK, thank you so much. And I'm, I'm so sorry, did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's legally [PII], but I go by [PII].
[AGENT][NEUTRAL] OK, OK, I just wanted to make sure.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, because it looks like [PII] is the primary admin and I didn't know if that was, that was you or not, um, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's me, that's me.
[AGENT][NEUTRAL] Can you verify your email that we have on file for you?
[CUSTOMER][NEUTRAL] Mhm mm.
[CUSTOMER][NEUTRAL] Uh, I'm not for sure which one if you got my [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have accounts payable. So, um, what it is is a couple of weeks ago we got a new uh provider for our online platform.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And so we're asking everyone to go in and you'll go into [PII] and you'll need to create a new account um once you create a new account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I tried that and it told me it can and I tried that and it told me it could not find my account because I chose that I was a group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm did you add all the information?
[CUSTOMER][NEUTRAL] And then I hit next and then I put in my.
[CUSTOMER][NEUTRAL] Yes ma'am, I put in group number now what it may have kicked it back on was I put the PO box in instead of the physical address so let me.
[AGENT][NEUTRAL] So what I would do is I would only fill out the required information um because I have heard some some issues with people putting in all of the information I would only put in the required.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Only put in the required, OK.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Which I believe is just group number and email.
[CUSTOMER][NEUTRAL] And now let me ask
[CUSTOMER][NEUTRAL] Email so that's and I can't remember I had it under [PII] I've had it under accounts payable.
[AGENT][NEUTRAL] It's the accounts payable. Mhm.
[CUSTOMER][NEUTRAL] On the email.
[CUSTOMER][NEUTRAL] Uh, it got me in.
[AGENT][NEUTRAL] Alright, yeah, I don't know what it is, but if you add all the extra information, it actually makes it harder to find you, so it's just easier if you only add the required information.
[CUSTOMER][POSITIVE] OK, alright, I'll get this set up and I'll get my bill paid. Thank you.
[AGENT][POSITIVE] Alright thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.