AccountId: 011433970860
ContactId: df3cac3c-0d61-44e7-a96e-3cb5f300ef67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684520 ms
Total Talk Time (AGENT): 218341 ms
Total Talk Time (CUSTOMER): 212292 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/df3cac3c-0d61-44e7-a96e-3cb5f300ef67_20250613T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, I'm calling because I guess you guys changed like websites or platform or something and um we had spoken to someone last week and they said maybe it was a firewall so we had um our IT people remove the firewall but it's still showing that when I try to log in to pay my bill um it's showing that my username is not found still.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, let's see. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the group number?
[CUSTOMER][NEUTRAL] Yeah, I'm pulling up one of our previous invoice. Give me 2 seconds.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK, our group number is 26769.
[AGENT][NEUTRAL] OK, and I just need to verify the name of the group, the address and the email address.
[CUSTOMER][NEUTRAL] Uh, it's Iron USA at supposed to be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the email address?
[CUSTOMER][NEUTRAL] Um, I believe it's under.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, uh, so you receive a call to have those um removed or um.
[AGENT][NEUTRAL] Well, I see here I know that we spoke to Miss [PII] So was she able to create the account, do you know?
[CUSTOMER][NEGATIVE] No, she still can't get in or anything.
[AGENT][NEUTRAL] OK. So are you trying to create the account for her?
[CUSTOMER][NEUTRAL] Um, so I'm the one who handles paying the bill and everything, so my access, um, is on here, so I should have the access completely I believe because it could only be one email, so I think we use ours or mine. I'm sorry.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] OK, so let me get this straight. I just want to understand this [PII]. OK, so the, the OSC to create the account through the OSC was a successful put in, so it's already created. Is that correct?
[CUSTOMER][NEGATIVE] No, we, no, we cannot even create.
[AGENT][NEGATIVE] No, it was not created.
[AGENT][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] Right, we can't even if that's not found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, is Miss [PII] available so I can get permission to do this with you on the line because we're gonna have to use her information to create this account.
[CUSTOMER][NEUTRAL] Um, I mean, I can, I mean, I have her information. I can, I can try to do a three way for for her. She's my boss.
[AGENT][NEUTRAL] OK, yeah, I just need authorization because she's, you're gonna need to use her information, so I wanna make sure that, you know, you, you're authorized to use her information to do it.
[CUSTOMER][NEUTRAL] Um, OK, give me one second, sorry.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So where is she where is she? It's too far.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ma'am, are you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I have [PII] on the line so she can approve for me to do what I need to do.
[AGENT][NEUTRAL] OK, um, Miss [PII], this is [PII] with APL. Hi.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Hi, yeah, we used to be able to access, but now all of a sudden we can't.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I just need um she's gonna try to recreate the account and she we need your permission for for her to use your information to create this account because it looks like we have your information as the contact admin person.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes, and you can actually add her if you like as a contact.
[AGENT][NEUTRAL] Uh, we cannot add her, um, over the phone, um, but once it's, once the account is created, you have a way of adding anybody that you want to be added under that, um, online service center, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, no problem, um, you can, you can do whatever she needs you to do to get it added.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I'll go ahead and um put this in notes. OK, thank you, Miss [PII].
[CUSTOMER][POSITIVE] OK, thanks so
[CUSTOMER][POSITIVE] OK, no problem thanks bye.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, all right, so, um, let's see, Ms. [PII], so we're gonna go ahead and um just close any history or any anything in the browser pertaining to our website and go ahead and go to the website one more time. Um, you can go to [PII] and click on sign in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sign in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it's gonna open the new page where you're gonna see this is welcome to the online service center. Go ahead and click on create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna choose group and click on next.
[CUSTOMER][NEUTRAL] OK, next.
[AGENT][NEUTRAL] You're gonna put the group number and the email on records. The email on record is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, well, that's probably why because [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] If I can't type it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] click next.
[CUSTOMER][NEUTRAL] OK, just hold on one second. I'm gonna put her phone number.
[CUSTOMER][NEUTRAL] For the contact just in case.
[AGENT][NEUTRAL] Oh, you don't have to do all that. It's just the group number and the email. That's all we need the group number and the email. The rest is optional.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I need to update too because it's incorrect on our bills.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And I have to put the email address as hers also again or can I change it to our accounting email?
[AGENT][NEUTRAL] No, everything has to be with her information because that's what we have in the system.
[CUSTOMER][NEUTRAL] I say that all.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Display name? I don't know.
[CUSTOMER][NEUTRAL] Claim not verified email address [PII].
[CUSTOMER][NEUTRAL] Let me try to take you [PII] ya.com.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, sorry, it's just gonna take a minute because I said she's gonna check her email, of course.
[AGENT][NEUTRAL] Yes, uh-huh, yeah.
[CUSTOMER][NEUTRAL] ation code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hopefully she's by her desk. We were working remote today, so that's why none of us are in the office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Alright, 976 9.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEUTRAL] Oh wait it up 976961.
[CUSTOMER][NEUTRAL] 176
[CUSTOMER][POSITIVE] I agree, I agree, continue.
[CUSTOMER][POSITIVE] Go to dashboard perfect. Oh wait.
[CUSTOMER][NEUTRAL] Try to
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Gotta do this again.
[CUSTOMER][NEUTRAL] Hi, and then I can update their the email to our accounting one or something for this, right?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Once I get in
[AGENT][NEUTRAL] Um, once, OK, now that you created the account, you, you can add members, so you will add your member yourself and you will use your email address, um, to like you, you will create, so it's gonna send you a code to your email so you can go ahead and get access to the portal.
[CUSTOMER][POSITIVE] OK perfect I'm in it and I'm good so I'm gonna go ahead and bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I will manage the users.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I think it's good to go.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] I think that's it. I really appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][POSITIVE] You're welcome thank you bye bye.