AccountId: 011433970860
ContactId: ef6e072e-7ddf-46d5-846e-5176bf10afd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367250 ms
Total Talk Time (AGENT): 152128 ms
Total Talk Time (CUSTOMER): 113495 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ef6e072e-7ddf-46d5-846e-5176bf10afd3_20250609T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling on behalf of Rosal Independent School District. Um, our payroll specialist is currently out ill. I've been trying to set up, um, our new account. She didn't have time.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] In order so we can pay our June bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And we've had no luck. Um, [PII] is our other registered um authorized user and same thing she's getting the same um error, um, that the email on file isn't correct.
[AGENT][NEUTRAL] OK, I can help you with the OSC um, [PII], can I get your group number?
[CUSTOMER][NEUTRAL] Yes, the group number is 13854.
[AGENT][NEUTRAL] And can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, let me see what's going on.
[AGENT][NEUTRAL] And you said she wasn't able to set up the new account just yet?
[CUSTOMER][NEUTRAL] No, um, but, and I tried, um, cause I have
[CUSTOMER][NEGATIVE] [PII]'s information and the error that we both got it says no user was found with the information that was entered. Please try again. If this error persists, please contact customer service.
[AGENT][NEUTRAL] OK, and oh, and you use you used her credentials first?
[CUSTOMER][NEUTRAL] Mhm. Yes, and it's not.
[AGENT][NEUTRAL] OK, yeah, because she is the primary so she will have to create the account first and then add uh.
[AGENT][NEUTRAL] Add uh new users just like in the last one.
[CUSTOMER][NEUTRAL] Right, but even [PII]'s also.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see what's going on here just real quick.
[CUSTOMER][NEUTRAL] So it, it seems that even [PII] is blocked.
[AGENT][NEUTRAL] Yeah, because if uh [PII] because her email is the one that we have the first one on file um if she's not able to do it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's because the primary whose uh email we have.
[AGENT][NEUTRAL] Isn't working so let me see.
[CUSTOMER][NEGATIVE] Right, but I even used [PII]'s email and it's not working with [PII]'s email.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I was able to get to part of it from hers. Can I go ahead and get you to verify the address on file?
[CUSTOMER][NEUTRAL] Yes, so our, um, physical address is [PII].
[AGENT][NEUTRAL] OK, and um when you created the account.
[AGENT][NEUTRAL] And you used her email um, I would only put in the information that's required that has a little asterisk. um I wouldn't do any of the others um we're have there's been some issues I've been, I've been hearing about um so only put in the required information. Um, I was able to get to the email verification section before I canceled out um so you'll just need to put the.
[AGENT][NEUTRAL] The email that we have on file and the group number and it should work.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Let me try that again, so.
[CUSTOMER][NEGATIVE] Mm, could it be my browser? I'm getting the same. It says no user was found with the information that was entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what's going on because I was able to do it. So, uh, go ahead and uh.
[AGENT][NEUTRAL] Delete your browser history if you're able to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now it says complete your account set up, OK.
[AGENT][NEUTRAL] And you should be able to, uh, all the information from the past one should be able to be entered in correctly, uh, it should have ported over correctly um and you can just submit your invoice through there. You'll go to my group, um, and it'll have three tabs group details, invoicing, and employees. You'll click invoicing.
[AGENT][NEUTRAL] You'll click the one that you wanna pay, um, it might give you a message saying that it's down for maintenance and uh you can't download the invoice but you can still pay the invoice so you'll go ahead and click uh submit and you should be able to submit the payment online still.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is that generally because we have a check printed.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Do we usually pay online or do we just mail in the checks?
[AGENT][NEUTRAL] Uh, that would be up to [PII]. I don't know how you all pay it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. I'll, I'll get with her to see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day. You're welcome.
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye.