AccountId: 011433970860
ContactId: ca9135b3-7b5c-4b14-994c-8893795e5863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245149 ms
Total Talk Time (AGENT): 100954 ms
Total Talk Time (CUSTOMER): 133240 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ca9135b3-7b5c-4b14-994c-8893795e5863_20250620T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from [PII] [PII]. I'm calling because I got an email saying we have an outstanding balance.
[CUSTOMER][NEUTRAL] And I haven't been able to log into our account, um, so I was hoping you could help me out with that and just so I can pay it so it's current, but it's saying that my account doesn't exist, but it's the email that I'm getting right here so I don't know what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Let's take a look. Alright, do you have the group number, [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It says regarding so I'm assuming that's probably the group number on this letter 17,030.
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Or if I have the invoice number it's in the letter as well that might.
[CUSTOMER][NEUTRAL] Help you maybe.
[AGENT][NEUTRAL] What is the invoice number?
[CUSTOMER][NEUTRAL] Uh, the invoice number on here is 000638.
[CUSTOMER][NEUTRAL] 7206
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did and I actually have a recent update to our online service center. I don't know if you guys have logged in recently, um, with the change everybody's having to reset up their login and passwords and so going forward, uh, the username is gonna be the email and then you'll create a new password. It looks like it is your email I believe on file for the group. It's A [PII] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. That's it. So.
[CUSTOMER][NEUTRAL] Do I need to go to create your OSC account then?
[AGENT][NEUTRAL] Mhm, that's where you're gonna go, and then when it asks which role describes you, yeah, you just click group.
[CUSTOMER][NEUTRAL] OK, because I did forget, yeah.
[CUSTOMER][NEUTRAL] Provide group, got it. Group next.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then the only thing you need to put in on the next.
[CUSTOMER][NEUTRAL] Uh, and do you know our group number?
[AGENT][NEUTRAL] Yeah, it's the 17,030.
[CUSTOMER][NEUTRAL] 1703017
[CUSTOMER][NEUTRAL] 030 OK perfect and then email on record is mine.
[AGENT][NEUTRAL] Yeah and you only need to put in the group and the email you don't need to fill out anything else.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. OK, that makes more sense because I was like, how is my thing not sound?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And then I'm trying like well just because everything needs to be under an old office manager and it was just a mess I'm like trying her going through her email it's not going there it's still an active account so like a verification code went there but it's not correct. I was like, oh my goodness.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, right, OK.
[CUSTOMER][POSITIVE] OK, so that is helpful.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I'll be able to [PII] learn.
[AGENT][NEUTRAL] So once you get in there [PII] you should be able to see the invoices but I do show that May is showing on our side unpaid.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll double check. I thought it was paid but I mean.
[CUSTOMER][NEUTRAL] I have my bookkeeper who has started handling this so I'll have to double check and see um for the name should I put our group name or my name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not even required honestly um it's optional, so yeah, you can skip that.
[CUSTOMER][NEUTRAL] Display them.
[CUSTOMER][NEUTRAL] Oh, continue.
[CUSTOMER][NEUTRAL] Uh, it says verification is necessary. Please click oh send here we go.
[CUSTOMER][NEUTRAL] That's just to verify my email.
[AGENT][NEUTRAL] So yeah you
[AGENT][NEUTRAL] Right, you have to put that up there and then put in the verification code, then do the password and complete the account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I will take care of that then and as long as the invoices are showing and I can pay them, then we are good to go.
[AGENT][POSITIVE] Yeah, they'll they'll show in there absolutely.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][POSITIVE] All right. Have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] Just waiting for this. Thank you so much you too appreciate your help so much. Take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah. You're welcome. Bye-bye.