AccountId: 011433970860
ContactId: e474b77d-8cd5-43c9-8be3-beede38f1132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1283500 ms
Total Talk Time (AGENT): 440337 ms
Total Talk Time (CUSTOMER): 562329 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/e474b77d-8cd5-43c9-8be3-beede38f1132_20250404T21:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you. I'm calling because I'm I'm trying to set up our account online so that we can make payments and all that other good stuff, but it says no user was found with the information entered, but I'm, I'm, I'm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm entering as a new user, so I don't think.
[AGENT][NEUTRAL] Right, so that the information that you enter does have to match what we have in our system so we can go through and verify all of that most of the time the hiccup is going to be the email address uh so we'll go through and make sure that all of that is correct um what was your name? I'm sorry.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and this was for your um individual policy, correct?
[CUSTOMER][NEUTRAL] No, this is, uh, I'm the employer.
[AGENT][NEUTRAL] Oh, so this is for the entire group.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Oh, I see. OK, uh, let's see, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and what was that group number please?
[CUSTOMER][NEUTRAL] Um, I have a, uh, I have a master number and I have individual group numbers.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not quite sure uh one.
[CUSTOMER][NEUTRAL] Yeah, so I'm looking at my I'm looking at my invoice, right, and I have, you know, I have a master number of 26728 and a group number of 26732. However, I have four different group numbers.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] Let's see, is it uh 50 eggs Restaurant Concepts LLC?
[CUSTOMER][POSITIVE] Yes, ma'am. You found me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did let's see, make sure that this one is up to date.
[CUSTOMER][NEUTRAL] Uh. Oh.
[AGENT][NEUTRAL] Just for good measure, can you.
[CUSTOMER][NEUTRAL] Cause I, I do have a login.
[CUSTOMER][NEGATIVE] I'm sorry, I, I do have a log in, right, but it, it gives me my old account and there's no information and I was told that I needed to create new accounts.
[AGENT][NEUTRAL] No, no, no, you're OK. Uh-huh.
[AGENT][NEUTRAL] I see. OK, OK, OK, so I know you gave me the 26728. Could you give me that other number as well?
[CUSTOMER][NEUTRAL] Sure, so I have uh 26732.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have, let's see.
[CUSTOMER][NEUTRAL] 26733
[CUSTOMER][NEUTRAL] 26728 and I'm sure I'm missing another one.
[AGENT][NEUTRAL] That's OK. Let me try this one because I think some of them are just a bit older. Um, let's just verify, so this one, the 26733 is Adlib Restaurant LLC.
[CUSTOMER][POSITIVE] Correct, that's correct.
[AGENT][NEUTRAL] OK. Let's see if this one is up to date.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh this is gonna sound like a funny question, [PII], but are you supposed to have multiple groups?
[CUSTOMER][NEUTRAL] Yup. Yup, yeah. Well, the way it should be set up, right, each, each individual restaurant, it's its own LLC, which means each one has its own billing. It doesn't roll up to one, I think, I think, but I could be wrong because on all of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] On all of them, I see the same master number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was that master number? Was that the 26728?
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and is that the one that we're supposed to be creating an account for?
[CUSTOMER][NEUTRAL] Yeah, that's my, yeah, those are my, that's my active policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, really quick, um, if you would, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then um the email address that we've got on file for you please.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] That's it, yes, OK, now, uh, what was that zip code again one more time? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, now is this the information that you're entering when you go to create the account?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm looking at so group number, right? I'm gonna enter 26732, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I did well, 267 0 excuse me, 26728 is the one that I'm looking at.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, hold on, 26728 because I tried that one too, 33137. Uh, what phone number do you have for me? Is it the [PII]?
[AGENT][NEUTRAL] Let me see where is that?
[AGENT][NEUTRAL] The phone number I have is [PII].
[CUSTOMER][NEUTRAL] Uh, that's probably what it is because that's my main phone number.
[AGENT][NEUTRAL] Is that, is that wrong?
[CUSTOMER][NEUTRAL] Well, that's, that's the main phone number which I don't I always use the [PII].
[AGENT][NEUTRAL] OK, well, here this is what I'm going to do, [PII] because I do see I'm gonna go through um all of these group numbers because for the [PII] I'm showing that one has an existing account already. The user name is uh [PII] so that one has an account already, so I'm going to look at these other ones and just kinda go from there. Let's see, hang on just to make sure.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, because if I go to, uh, if, if I go to log in, right, um, I have a login and when I log in it gives me, it says my billing 0, my employees 0, and my recent activity 0, and it doesn't, uh, group contact info it doesn't give me any account numbers on this page so I don't know what this is tied to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I will say the 26733 I am showing under that group of course multiple active members um and then this one does not have an account so I would use that number the 26733 um but it is also that other um phone number.
[CUSTOMER][NEUTRAL] This is definitely an old account.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] Hang on let me get back to that. That is the one that uh the 2533. Now unfortunately I am unable to change that if you wanted to change that information you would have to email us with the updated information, but for the sake of creating the account you can go ahead and just enter that number if you're OK with it.
[CUSTOMER][NEUTRAL] Which is the
[CUSTOMER][POSITIVE] That's OK. I can live
[CUSTOMER][NEUTRAL] It's, yeah, yeah, I'm OK with it's [PII], what is it again? [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's fine. Yeah, OK. And then the city is [PII] and then the email on record is [PII] and then the state is [PII]. Alright, let's see what happens.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Ah, OK, perfect. So now send me a verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what it was. So, do I need to open one account for every group? Or can I, is there one place where I can see everything at the same time?
[AGENT][NEUTRAL] I don't believe so. I do believe it would have to be for each group, um, that's just how this operates. Now of course that 26728 has that existing account already. um, I can check this other one, the 26732 give me just a moment.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] Well, there's no way to, to have one master account with all of these accounts in them?
[AGENT][NEGATIVE] No, as they are separate groups unfortunately no.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me check this one.
[CUSTOMER][NEUTRAL] OK, so 508 C or see what, what was the and uh uh just uh because I don't have it in front of me. I'm sorry, and I wanna, I wanna create these user names correctly. What was the account that I just, uh.
[AGENT][NEUTRAL] Well, that's OK.
[AGENT][POSITIVE] Oh, absolutely.
[AGENT][NEUTRAL] OK, so the one that you just created, yes, that was 26733.
[CUSTOMER][NEUTRAL] What was the account that I just uh.
[CUSTOMER][NEUTRAL] OK, and that's what company?
[CUSTOMER][NEUTRAL] Add
[AGENT][NEUTRAL] Oh yes, let me go back to verify. Hang on just a moment. I'm sorry. I don't wanna get mixed up.
[CUSTOMER][NEUTRAL] Yeah, because what I'll, I'll, yeah, because what I'll have to do is I'll have to create, I wanna make sure that my username reflects the company name so that I don't get lost.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Absolutely, yes, OK, so yeah, that was Adlib Restaurant LLC.
[CUSTOMER][NEUTRAL] 50 ad uh APL OK and then I'm gonna use the password.
[CUSTOMER][NEUTRAL] I have to do [PII].
[CUSTOMER][NEUTRAL] Uh, I still have to use the same phone number, right? I can't change it.
[AGENT][NEUTRAL] Yes, that is the same phone number that we have on file yes it has to match what we have.
[CUSTOMER][NEUTRAL] All right. And yeah, because um it says primary number, I'll use that one and then text message I'll use my phone.
[AGENT][POSITIVE] Yeah, that's perfectly fine.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh let's see, OK.
[CUSTOMER][NEUTRAL] Now let me ask you, am I able to add additional users to this?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, when you say that, um, do you mean for the actual OSC account or do you mean like they could call us and speak with us regarding the account?
[CUSTOMER][NEUTRAL] Uh, be able to log in here and process payments.
[AGENT][NEUTRAL] Um, let me see, uh-huh.
[CUSTOMER][NEUTRAL] So my accounting team, right? If I wanna get my accounting team a separate login, am I able to do that or do I just share mine?
[AGENT][NEUTRAL] Let me verify that. Give me just a moment.
[AGENT][NEUTRAL] I think it's just a single log in. I've not seen multiple before.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] Yes, it would just be that single.
[AGENT][NEUTRAL] User
[CUSTOMER][POSITIVE] Perfect. Alright, so ad lib. I did ad lib. Can you, uh, so I'm gonna log out and then I'm gonna put new user again.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I have this next one. This is, yes, this is 26732.
[CUSTOMER][NEUTRAL] And then what's the 2nd?
[CUSTOMER][NEUTRAL] What's the next one?
[AGENT][NEUTRAL] And that one is [PII] Restaurant.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, uh, so that one is [PII] is next hold on.
[AGENT][NEUTRAL] Mhm and all of the information is identical it's the same email, same phone number, everything.
[CUSTOMER][NEUTRAL] So I'm in 33 1.
[CUSTOMER][POSITIVE] Perfect. So that makes it easy. [PII] email on record is [PII].
[CUSTOMER][POSITIVE] Alright, let's see what my verification code is. I appreciate you helping me through this.
[AGENT][POSITIVE] Oh, no worries, absolutely.
[CUSTOMER][NEUTRAL] There's the next verification code so it's this one.
[CUSTOMER][NEUTRAL] Alright, and so this one would be [PII].
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] If this uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I will say to [PII], just in case there's ever any uh confusion and you've, you know, lost the username or you don't remember what one of the user names are, that's very easy to recover. All we would need is of course the group name or the group number and we'll be, we could recover that very easily.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hold on a second, perfect.
[CUSTOMER][NEUTRAL] I'm just making sure that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] The 316.
[CUSTOMER][NEUTRAL] 2553 and then the next is [PII].
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][POSITIVE] Perfect. A account has been created.
[CUSTOMER][NEUTRAL] Let me just confirm.
[CUSTOMER][POSITIVE] Perfect. Let's see here. Alright, now I need to do a 3rd 1.
[CUSTOMER][NEUTRAL] Uh, new user, right, the next one.
[AGENT][NEUTRAL] OK, so the 72, the one ending in 728, that one already has an existing account, um, and I didn't get a 4th.
[CUSTOMER][NEUTRAL] Which one is that one?
[AGENT][NEUTRAL] Um, I think that was 50 eggs. Let me go back to that.
[AGENT][NEUTRAL] And then I can get you that information.
[CUSTOMER][NEUTRAL] But that's the one that I, that's the one that I log into if, if, if there's an.
[AGENT][NEUTRAL] 50 eggs restaurant.
[CUSTOMER][NEUTRAL] Yeah, there's an existing account on that one. I don't know what the uh the credentials are because I log into.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The account that I shared earlier and there's nothing in there, no information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see, give me just a moment, make sure that this one is active. OK, so I am showing of course active members for this one. Let me get that, um, let me go back and get that correct, uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, I'm putting, uh,
[AGENT][NEUTRAL] User name and then if you need to reset that password you can ask for what we'll just kind of go through show me like tell me what you see whenever it comes up so hang on just a moment let me get that user name for this.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] Is that the [PII] Martinez and then the.
[AGENT][NEUTRAL] No, this one for 26728 and that is 50 eggs Restaurant Concepts LLC uh that username is [PII] ERC.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Or she
[CUSTOMER][NEUTRAL] Alright, and [PII] ERC correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Alright, so let's forget or reset password.
[CUSTOMER][NEUTRAL] And then [PII] ERC correct next.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, and then here.
[CUSTOMER][NEUTRAL] All right, it's sending me a verification code now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh, thank you so much. I really appreciate your help with this, uh.
[AGENT][POSITIVE] Oh yeah, of course, absolutely.
[CUSTOMER][NEUTRAL] OK, verification code is OK, found it, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invalid user, OK, hold on, I see here, hold on, save, so let's try this.
[CUSTOMER][NEUTRAL] OK, alright, I got that one. So hold on just 50 eggs is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] right, I got that one and then um the I'm, I should, I'm missing one for Wakura which is Japanese maximum.
[CUSTOMER][NEGATIVE] And I'm missing one for CL Las Vegas.
[AGENT][NEUTRAL] OK, so there are 2 others, but you don't have those, uh, group numbers?
[CUSTOMER][NEUTRAL] Uh, hold on, let me, I, I gotta go through my billing. Let me just pull billing up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right at the [PII].
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Alright, what's this one?
[CUSTOMER][NEUTRAL] All right, uh, [PII], it is [PII].
[AGENT][NEUTRAL] [PII]. OK one moment.
[AGENT][NEUTRAL] OK, there it is.
[AGENT][NEUTRAL] And all of the information again is identical. let me just verify and make sure that there's not a log in. OK, so this one does not have an account set up either, um, but again it's all the same information, sure.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] Alright, hold on a
[CUSTOMER][NEUTRAL] Alright, give me one second. Let's get this one set up as well. So the group number is, let me just open that invoice again, shoot.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was 267. Yes, sir.
[CUSTOMER][NEUTRAL] 26731
[CUSTOMER][NEUTRAL] Alright, perfect, 331-37 and then 786360-2553 [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Alright, verification code coming through.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] All right, so we'll do [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[CUSTOMER][NEUTRAL] 150. OK, let me take a screenshot of this.
[CUSTOMER][NEUTRAL] next.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So we submit let's see make sure alright.
[CUSTOMER][NEUTRAL] All right, that one works. And then my last one would be hold on let me find it billing.
[AGENT][POSITIVE] Awesome. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My last one would be here we go.
[CUSTOMER][NEUTRAL] Uh hm.
[CUSTOMER][NEUTRAL] We did 26731, right? Yes.
[AGENT][NEUTRAL] Yes sir, that was the last one we did.
[CUSTOMER][NEUTRAL] So now, no, alright, here we go. 26,730.
[AGENT][NEUTRAL] 720. OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, Japanese maximum LLC.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it's 26733.
[AGENT][NEUTRAL] OK, this one also.
[AGENT][NEUTRAL] Yes, this one also does not have an account and again all of the information is the same.
[CUSTOMER][POSITIVE] Beautiful. This is so much help. Thank you.
[AGENT][NEGATIVE] Oh, you're very welcome. This is uh very confusing.
[AGENT][POSITIVE] And hopefully soon they are definitely working um on revamping the OSC system so hopefully it might be a bit easier in the future for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome alright so here we go.
[CUSTOMER][POSITIVE] Perfect, so this would be 50 WAK.
[CUSTOMER][NEUTRAL] L V
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] Beautiful. That worked. So, let's go ahead.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright, so I work 10.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, I think that's all of them. I, yeah, that's all of them.
[AGENT][POSITIVE] Good to go?
[CUSTOMER][POSITIVE] I'm good to go.
[AGENT][POSITIVE] All right awesome. Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's it. I appreciate it. This has been incredibly, uh, uh, perfect. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Absolutely yeah, happy to help and I hope you have a great weekend.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thank you you too bye bye.