AccountId: 011433970860
ContactId: c6bbcf70-76c5-4764-8224-71528000930b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409440 ms
Total Talk Time (AGENT): 212893 ms
Total Talk Time (CUSTOMER): 137803 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/c6bbcf70-76c5-4764-8224-71528000930b_20250625T16:54_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]. Excuse me. My name is [PII], and I'm calling on behalf of our um
[CUSTOMER][NEUTRAL] Group number 18899 Hewlett Environmental Services.
[CUSTOMER][NEUTRAL] I'm trying to log on.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm so sorry to interrupt you, uh, you said 18899 was that group number?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh anyway, I was trying to log on online to see if our premium was ready for July and I can't get in and it wants me to um.
[CUSTOMER][NEGATIVE] Create an OSC account but it's, it's giving me an error.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so I will say of course first off that I do apologize for any of the confusion um our website did undergo quite a big change as of just a couple of weeks ago and with that change it is making all users uh have to create a new account.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, and so, particularly with groups, um, a lot of users have been experiencing issues. One possible fix, it does sound silly, I know, um, but is to only fill out the fields that have an asterisk, leave the other ones completely blank, so that would be the uh group number and then the email address that we've got on file for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, well I kind of inherited this uh website for as part of my duties and they never set me up with my own login. I was using someone else's.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And um that person is no longer here and.
[AGENT][POSITIVE] No worries, OK.
[CUSTOMER][NEUTRAL] And I'm just having like.
[AGENT][NEUTRAL] No, you're fine. OK, give me just a moment here.
[CUSTOMER][NEUTRAL] So if I put in the group number and you're saying the email on record.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'm gonna try that.
[AGENT][NEUTRAL] So I do see.
[CUSTOMER][NEGATIVE] It still gives me an error.
[AGENT][NEUTRAL] Right, OK, so I do see that we have, you are a, a contact, um, but it appears that we have two email addresses on file. I think that's going to be the hiccup there because there does have to be just the one, so one looks like it is yours. I've got your first initial last name at bugs.com and then we've also got another one that's, uh, looks like it's for [PII]. I is she still with the company?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, she is, she's over in HR department.
[AGENT][NEUTRAL] OK, so we would.
[CUSTOMER][NEUTRAL] I'm in the accounting department.
[AGENT][NEUTRAL] Got it so we've got both of y'all's email addresses and we need one. So what you would have to do, [PII], is email our care team. I can give you that email address um with the email that y'all want associated with this group, and that's going to be the email that you would use uh to log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So being that she's HR I'm sure she looks at the employees and who's eligible and all that good stuff. I'm just looking for the premium.
[CUSTOMER][NEUTRAL] So that I can pay it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, um, and so that's, you know, it's completely up to y'all, uh, whichever email you prefer to use to log in, uh, I can go ahead and check for you. Are you just wanting to see if there is an open invoice?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it
[CUSTOMER][NEUTRAL] It should drop this week.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's why I was looking.
[AGENT][NEUTRAL] OK, uh, let's see, yes, I do have one. I see one open invoice, uh, so if you'd like uh to go ahead and pay that I can go ahead and transfer you to our billing department, um, but as far as the portal is concerned, again I'm very very sorry for the confusion and inconvenience, um, but yes, I would get with uh [PII] and whoever else and you know decide which email address y'all want associated with the account and then send us an email with that information.
[AGENT][NEUTRAL] So that we can get that updated on our end.
[CUSTOMER][NEUTRAL] OK, to the care team?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, did you want me to go ahead and transfer you to our billing department?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, um, really quick, [PII], I apologize.
[CUSTOMER][NEUTRAL] That's the only way I'm gonna get this paid.
[AGENT][NEUTRAL] Uh, can I get a good call back number from you in case there's a disconnect?
[CUSTOMER][NEUTRAL] [PII]. That's my direct line.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Got it thank you. All right, give me just a moment I'm gonna put you on a brief hold um again, I appreciate your patience with us and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alrighty you too. Thanks for your help.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you uh I've got a group admin on the line wanting to pay on an invoice.
[CUSTOMER][NEUTRAL] By card.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] By card, by credit card?
[AGENT][NEUTRAL] I believe so she was trying to use the portal but they're having, they're gonna have to email us some information regarding their email so she just said she wants to go ahead and pay it over the phone.
[CUSTOMER][NEUTRAL] OK, I just asked by card because sometimes they don't realize they can't do it by ACH over the phone.
[AGENT][POSITIVE] Oh, I didn't ask. I'm sorry.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No, no, it's fine. I was just thought I would ask I thought, uh, just trying to get logged into the site where I could take the payment. What's that group number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is 18899.
[CUSTOMER][NEUTRAL] 18899.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] And our callback number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Let me just go one more place.
[CUSTOMER][POSITIVE] OK, I'm ready for whenever you are.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.