AccountId: 011433970860
ContactId: cd934999-9fd1-479b-af2d-31511b1439eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443750 ms
Total Talk Time (AGENT): 253354 ms
Total Talk Time (CUSTOMER): 131572 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/cd934999-9fd1-479b-af2d-31511b1439eb_20250624T18:54_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], this is [PII] with Cowboy Community Action. I had just got online to pay our bill and it says I need to call a representative. I don't, um.
[CUSTOMER][NEUTRAL] If we were already established, do I still need to make a log in?
[AGENT][NEUTRAL] Um, yes, so we launched, are you with the group? I wanna make sure that I'm.
[CUSTOMER][NEUTRAL] I guess that's what we would be considered um yeah I mean we're we're an employer.
[AGENT][NEUTRAL] Following, like, are you the group contact?
[AGENT][NEUTRAL] OK, what's the group number? Do you have that?
[CUSTOMER][NEUTRAL] Let me see if it's in my notes.
[CUSTOMER][NEUTRAL] Is it like a just a number this is it some kind of number?
[AGENT][NEUTRAL] Uh, what's the group name?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What's the group name?
[CUSTOMER][NEUTRAL] Uh, Cowboy Community action.
[AGENT][NEUTRAL] Can you spell it for me? Is it CO?
[CUSTOMER][NEUTRAL] Yeah, OK. It's K I B O I S.
[CUSTOMER][NEUTRAL] May I have the action?
[AGENT][NEUTRAL] K I
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Sorry you're cutting out real bad.
[AGENT][NEUTRAL] I'm cutting out. Can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you now.
[AGENT][NEUTRAL] OK, so it's cowboy, right?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, I've known I, I know I've seen this group name, but it is not coming up, um.
[AGENT][NEUTRAL] So KI.
[AGENT][NEUTRAL] Space B O Y S.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] They might have put it all together. You might try it without a space just K I B O I S.
[CUSTOMER][NEUTRAL] And it's Community Action Foundation just we usually just CAF.
[AGENT][NEUTRAL] Right, is it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right, let me look at it a different way, but I don't, I'm not finding it so I just really need to know if you're how you are associated with the group because um we launched a new OSC.
[AGENT][NEUTRAL] Um, and we launched it on [PII] and communication was sent out that everybody, regardless if you had a previous account, all accounts have to be recreated in the new site, but um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just need to know if you're like the agency if you're the group contact.
[AGENT][NEUTRAL] Um, because that's, that would be how you would create an account. Are you the broker?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, but I cannot.
[CUSTOMER][NEUTRAL] My supervisor is not even here for me to ask.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh wait, I'm not in the right screen. Give me a second. OK.
[CUSTOMER][NEUTRAL] I would say we're an agency.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] Are you out of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 89887 is the group number.
[CUSTOMER][NEUTRAL] OK, I'll write that down.
[AGENT][NEUTRAL] 89.
[AGENT][NEUTRAL] 8987 perfect OK and OK, so what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like you're part of the contact, like the group contact it looks like it's [PII] you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so whenever you go onto our website.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and you go to log in like you would normally do, um, underneath the blue login button it says create OSC account.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you need to follow that you need to click on group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um you can put in your name if you'd like as well hold on let me see. I've done this a million times, but Lord, I cannot remember what each one asked for, so give me just a second.
[AGENT][NEUTRAL] Group next. OK, so the group number, so put in the group number 8987.
[CUSTOMER][NEUTRAL] Oh, I understand.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then just do email on record, which it looks like it's [PII]'s. Do you have that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have [PII]'s.
[AGENT][NEUTRAL] OK, so just do the group number and then the email and then you're gonna hit next is uh is he or she available, [PII]?
[CUSTOMER][NEUTRAL] No, she is out um she handed this job over to me when I started here um but I had a log in under my name um she they set me up for my own log in which now you know we have to make a new one.
[AGENT][NEUTRAL] Mhm. The only problem.
[CUSTOMER][NEUTRAL] I could probably get into her computer.
[AGENT][NEUTRAL] Oh, that's what I was gonna say. The only problem is, is all of this is gonna be associated to hers. So if you would like before you set this up to send me an email with [PII] CC'd on it and just asking if we can change the email to you in our system.
[AGENT][NEUTRAL] Then we can get that taken care of and then that way when we create the account, the account for the group, it belongs to you and not [PII] because she would be getting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] All of the verification codes and we don't want that.
[AGENT][NEGATIVE] Kind of a hassle.
[CUSTOMER][NEUTRAL] OK, OK, so just send an email and asking her if it's OK. OK, do you want me to stay on the phone with you while I do this or um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's totally up to you. It would take, if you just want to send us an email asking [PII] to approve that the email get moved to your email, and then just send it to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have to make a request for this group contact to be changed anyway, so I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think staying on the phone would be necessary. I think if we can just get that email then I'll send it over to our um billing department to handle that to get it changed, and then I'll let you know and we can we can get back on and I can walk you through the process if that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that was [PII].
[AGENT][NEUTRAL] Yes, that's us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and do I need to attention it to anyone?
[AGENT][POSITIVE] No, you don't have to. It comes into my um inbox. My name's [PII] um when I email you back you'll have my direct contact and then I'm and then I'll have your phone number as well once you email me so then we can get back on and we can finish setting this up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right I'll do that thank you so much all right OK you too bye bye.
[AGENT][POSITIVE] OK, of course, I hope you enjoy your day.
[AGENT][NEUTRAL] Bye.