AccountId: 011433970860
ContactId: cbc2cab8-75c7-435b-b573-ec72d02a857e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487519 ms
Total Talk Time (AGENT): 142670 ms
Total Talk Time (CUSTOMER): 268819 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/cbc2cab8-75c7-435b-b573-ec72d02a857e_20250620T17:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, [PII], my name's [PII] and I'm the HR manager for a company here in [PII], Concrete Polishing and Restoration.
[CUSTOMER][NEUTRAL] And uh we have an a group um with the APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm the administrator and I've always been able just to go uh online log in and print my bills and then have the accounting pay them well, I don't know if you if they've changed the system or what, but now when I try to get in, it takes me to welcome to the online service center and then I hit the log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Hold on one second. So, we did um launch a new website a couple of weeks ago. So everyone needs to has to create a new account because this version asks for your email address, which will sync with your old address, your old uh portal and sync the two together. So go ahead and click, well, first, I'm sorry, I kind of jumped the gun. May I have your group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes ma'am, it is 17956.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] Talk about jumping the gun. I was talking your head off. I didn't even give you a chance to talk.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] That's the way these Southern guys are, I guess. Oh [PII], I was trying to get on there to pay the let the give the accounting the bill, and I thought, well, [PII], because I've been doing this now for 6 or 7 years and I thought I always go straight in there and now this is happening, but I think I see what you're saying. I see where it says create your OSC account.
[AGENT][NEUTRAL] Yes, and I just, um, can you verify just the, well, you already gave the group name, just the address, your email address and the phone number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am, the address here at the shop is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] and then my direct line here into my office is [PII], but now that may have the switchboard number, uh, and I can give you both of them. It doesn't that if you need them and then my email address here to my office is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so thank you so much for verifying and on the um welcome to online service center, go ahead and click on create your OSC account.
[CUSTOMER][NEUTRAL] OK, I just did and.
[AGENT][NEUTRAL] And then group
[AGENT][NEUTRAL] And next,
[CUSTOMER][NEUTRAL] OK, group number. OK, let me put this in here 1756 zip code [PII].
[CUSTOMER][NEUTRAL] I have phone number [PII].
[AGENT][NEUTRAL] The phone number is the one that you um that you're calling from the [PII].
[CUSTOMER][NEUTRAL] [PII] OK yeah that's the switchboard I'll put that in.
[CUSTOMER][NEUTRAL] I give it mine straight to the office to a lot of people so they don't have to go through that. They can just come straight to me, OK, [PII] City is curable.
[AGENT][NEUTRAL] To you
[CUSTOMER][NEUTRAL] OK, and the state is [PII].
[CUSTOMER][NEGATIVE] Man ought not be jumping so fast and want to pay a bill, should he?
[CUSTOMER][NEUTRAL] Oh [PII], here we go, uh, complete your account set up continue maybe?
[AGENT][NEUTRAL] Uh-huh. Go ahead and click continue.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It's gonna ask you for verification.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, please, please, oh, they're gonna ask for a code. I give a, give my email address and they'll send me a code.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] I think they may have just sent that. No, couldn't have how you said they they are concrete.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sending verification code. Let me grab my phone here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get my glasses on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't think it's sending me a code though.
[AGENT][NEUTRAL] It does take a little uh a well.
[AGENT][NEUTRAL] I don't wanna say a few seconds cause it's longer than that, but it's not a few minutes either.
[CUSTOMER][NEUTRAL] There it is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on there it is, here we go [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Uh, verify code OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] says change email, but I don't guess that's if I wanna change the email correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so new password maybe yeah.
[CUSTOMER][NEUTRAL] Let me get this in here. I'll put something.
[AGENT][NEUTRAL] Yes, you can update the password if you like.
[CUSTOMER][NEUTRAL] I'm just trying to put something I can remember real quick and then if I need to change something I can.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Display name I don't know what that is.
[AGENT][NEUTRAL] So display name will just be um
[AGENT][NEUTRAL] Like whatever you want to show up like welcome, that, that's usually the group name for that one, but it, it's your preference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then right under that it has concrete Roberts. What's that all about?
[AGENT][NEUTRAL] Oh, you don't have to fill that out. Um, I, I, I, I don't know what that field is for. We just leave them blank.
[CUSTOMER][NEUTRAL] OK, let me get rid of the Roberts part then.
[CUSTOMER][NEUTRAL] OK, continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I agreed to the terms. Yes, policy privacy policy, yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Save continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Your account has been successfully created go to dashboard.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Welcome, then I can go log in it should let me in.
[AGENT][NEUTRAL] No, it's gonna take a
[CUSTOMER][NEUTRAL] It's always gonna send the ver.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] OK, go ahead, uh, it's always gonna send the verification code for this point on.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, because that's what it took me back to.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] It did, oh yes, when you're trying to log back in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Mhm. And then your, um, oh man, I lost my train of thought.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, probably listen to my big mouth.
[AGENT][NEUTRAL] What was I gonna say to you? Oh, it was just, um, so, so it will take a few minutes for everything to sync from the news, old system to the new, um, so I know you were looking for the invoices and everything, so it's not gonna pop up. I just didn't want you to think it's gonna pop up automatically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] We got it. I'll check it here in about 30 minutes or so. We don't have to have it till in the morning anyway. I'm just trying to get it all together, so we will see if it works out. If not, we'll give you a call back and we'll talk again.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] I believe we're OK, I hope.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.