AccountId: 011433970860
ContactId: dbae653b-96e6-4002-b700-59736d3924ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203550 ms
Total Talk Time (AGENT): 63114 ms
Total Talk Time (CUSTOMER): 85152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/dbae653b-96e6-4002-b700-59736d3924ec_20250606T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to get into the website to pay the invoice. Um, I'm not, did you guys change the.
[CUSTOMER][NEUTRAL] Um, I'm not sure if I have to like resign in with you guys.
[AGENT][NEUTRAL] Um, yes, you'll have to create.
[CUSTOMER][NEUTRAL] Um, the portal looks kind of different.
[AGENT][NEUTRAL] Yeah, you'll have to create a new account, but let me um get your group number and make sure all the information matches before you create it so you don't have any issues.
[CUSTOMER][NEGATIVE] Yeah, that's why I'm calling because I'm having issues.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to, I said, I'm like, OK, maybe I'm supposed to create an account, um, group, the group number is 24051.
[AGENT][NEUTRAL] Let me get that
[CUSTOMER][NEGATIVE] Yeah, something's off, it's not, it's not.
[CUSTOMER][NEGATIVE] It's not picking up on, on what I'm entering.
[AGENT][NEUTRAL] OK. And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the group name?
[CUSTOMER][NEUTRAL] Events for Structures Corp.
[AGENT][NEUTRAL] Um, it looks like the only contact we have on file is [PII].
[CUSTOMER][NEUTRAL] OK, then that's where the problem is.
[AGENT][NEUTRAL] Yeah, so you'll have to
[CUSTOMER][NEUTRAL] I have my own, I have my own account.
[AGENT][NEUTRAL] She's the group contact so she's gonna have to be the one that creates the account and then adds you as a user um if she wants to change you to the group contact then she can email our care team [PII].
[CUSTOMER][NEUTRAL] OK, let me write that down.
[CUSTOMER][NEUTRAL] Is there a form that she needs to fill out?
[AGENT][NEUTRAL] No, uh uh.
[CUSTOMER][NEUTRAL] What is it called? AM?
[AGENT][NEUTRAL] Um, if she wants to change you to the group contact instead of her, then she'll email care team.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Otherwise, she will have to create the new OSC account and then she can add you as a user and then you can create your own account.
[CUSTOMER][NEUTRAL] And would this be the, the site I'm looking at right now?
[CUSTOMER][NEUTRAL] Uh, so that means that you guys have the email at [PII], right?
[AGENT][NEUTRAL] Yeah, so you
[AGENT][NEUTRAL] Uh, that's the email I have, yes.
[CUSTOMER][NEGATIVE] Yeah, well that's her email. That's why because I'm putting my email uh it still says error anyways.
[CUSTOMER][NEUTRAL] The, the city is at, let me see, I think it's [PII]. It's either [PII] or [PII].
[CUSTOMER][NEUTRAL] Yep, it's [PII]. Complete your account set up.
[CUSTOMER][NEUTRAL] Um, OK, I'm gonna see how much I could do, and then I'm waiting for her. She stepped out for a moment and, uh, I'll connect with her so she could help me and then add me as a user then, right?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.