AccountId: 011433970860
ContactId: f2135d19-ba69-4034-ab38-947330f3c419
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 840469 ms
Total Talk Time (AGENT): 294908 ms
Total Talk Time (CUSTOMER): 380544 ms
Interruptions: 13
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/f2135d19-ba69-4034-ab38-947330f3c419_20250603T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm sure everybody's giving you a call. Um, if you guys changed your online platform. I was trying to pay my bill and now it's looking for an email address and I'm like, really?
[AGENT][NEUTRAL] Yes ma'am, they've launched a new site and you have to reregister unfortunately, but this eliminates the user ID so all you'll need is your email in the future.
[CUSTOMER][NEUTRAL] And that's it yeah.
[AGENT][NEUTRAL] You just have to re-register.
[CUSTOMER][NEUTRAL] Mm, OK, is that to create your OSC account is that what that is? Will it retain my old well does it retain the old history or no?
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, yes ma'am, it should have all that in there.
[CUSTOMER][NEUTRAL] OK, so if it um just the employer, you, you have it as group. I don't know if they don't have employer in there.
[AGENT][NEUTRAL] Yes ma'am, it would be under the group level.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] All right well.
[CUSTOMER][NEUTRAL] Uh, OK, I just have to go through the screen, OK, just in case there's some weird, now is it easier? is it more user friendly than the prior or?
[AGENT][POSITIVE] I can hang out while you're doing it if you'd like.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] That is definitely the hope, um.
[AGENT][MIXED] Um, it's literally just launched and we're working at all the kinks. There's a couple of issues that we've run across that our IT department is working on, but yes, and it should be a little bit more user friendly on the eyes as well.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, well I mean my suggestion would be, you know, to.
[CUSTOMER][NEUTRAL] Uh, allow people to enter the user ID.
[CUSTOMER][NEUTRAL] You know their user ID but then prompt them that they have to change.
[CUSTOMER][NEUTRAL] To do you know what I mean?
[AGENT][NEUTRAL] Yes ma'am, yes ma'am. Yeah, creating reregistering is a little bit much, yes ma'am, I understand that.
[CUSTOMER][POSITIVE] Yeah, I think that would probably make lifey.
[CUSTOMER][NEUTRAL] Yeah, I mean it'd be nice if it just transfers.
[AGENT][NEUTRAL] Luckily though, it's not a drawn out process.
[CUSTOMER][NEUTRAL] Yeah, no, I'm just saying because you're like what is this and why isn't it working, you know, oh my goodness.
[AGENT][NEUTRAL] Yes ma'am. Well, I'm so sorry there was supposed to be some uh notices put up about that, about um the new site launching and having to reregister.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] Oh OK yeah.
[CUSTOMER][NEUTRAL] Know what I mean, you know, like usually they'll tell you to um.
[CUSTOMER][NEUTRAL] Just um
[CUSTOMER][NEUTRAL] You know, like, like you have to change, you know, like some places will make it just change your password, you know it's time to renew your password, and I guess at that time they would prompt you to um enter an email address instead of a user ID and all that but that's OK. I mean you know it is what it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, uh, I don't, you know, our IT IT department works so hard on this site, and I think maybe it's just because it's a whole new site still has the same extent, you know, uh, web address, but, um, you'll see when you get in there you'll see it's, um, it's really different.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Well, I know it's easier for me to, it's easy for me to say. I don't know what's, yeah, I'm sure what you know, on the IT side it's probably a nightmare, so you know, uh, yeah, I mean, you know, really, um, let's see.
[AGENT][NEUTRAL] I bet.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You know, doesn't hurt to ask or make suggestions sometimes they can.
[AGENT][POSITIVE] Absolutely, we're always open to those.
[CUSTOMER][NEUTRAL] They can uh do something, you know.
[CUSTOMER][NEUTRAL] No user found with the information that was entered. Please try again OK.
[AGENT][NEUTRAL] Oh, that's one of the issues that they're working on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] If I can get you anything in the meantime I can get you a copy of an invoice or I could take payment on on a card over the phone or.
[CUSTOMER][NEUTRAL] No, yeah, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Do you know why it's doing that or it's not doing it to everybody or who knows?
[AGENT][NEUTRAL] It was doing that to everyone. I'm not sure what kinks they worked out so far. I know that a couple have been able to get it in there and get it corrected, but um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, you know what, yeah, let me try. I'm doing it in edge. Let me try it in Chrome. Let me see if maybe that's the problem. Sometimes that's an issue this, uh.
[AGENT][NEGATIVE] It does seem to cause issues.
[CUSTOMER][NEUTRAL] Uh, I mean, I'll be, I'll be your test case you can see, hold on.
[CUSTOMER][NEUTRAL] OK, let's give it a go and see what happens.
[AGENT][NEUTRAL] Now I will say it does need to be um the initial account needs to be the email address that we have on file.
[CUSTOMER][NEUTRAL] OK, can you verify because I'm not sure I have, I mean if it's mine or if it's the boss's or.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] Um, 17308.
[AGENT][NEUTRAL] And just so I know I have the right account up, will you give me the street address and phone number please?
[CUSTOMER][NEUTRAL] Sure it's um [PII] well the name of the company is JD Gilbert and Company and it's um [PII].
[AGENT][NEUTRAL] And a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] And I'm so sorry. I, I do apologize. What was your name again?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, that is exactly who we have his contact, but I didn't wanna call you [PII] if that wasn't your name.
[AGENT][NEUTRAL] OK, so it looks like it's gonna be yours at [PII].
[CUSTOMER][NEUTRAL] Oh OK, yeah.
[CUSTOMER][NEUTRAL] OK, yeah, uh well I did have that. I mean, is it case sensitive?
[AGENT][NEUTRAL] It should not be no ma'am.
[CUSTOMER][POSITIVE] OK, so let's give it a go again.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] No, still got an error didn't like it.
[AGENT][NEUTRAL] Oi.
[CUSTOMER][NEUTRAL] So I entered my first number, my phone number, let me uh the phone number is.
[CUSTOMER][NEUTRAL] I don't know if it's the main number.
[AGENT][NEUTRAL] So we might have the um general phone number I have it with the area code [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, [PII], I think it may be the general. Let me try this again.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah just hang out with me 2 more seconds here.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] I am going to send you a little user guide for the new site so that you have that as a.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, that, that works that works.
[AGENT][POSITIVE] Yeah, oh yeah, good deal.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's so it, it what it was is it it it wanted the main number didn't want my direct.
[AGENT][NEUTRAL] Yes ma'am, everything's gotta match up exactly what we have in our system in order for it to create the initial account. If you wanna set up users later on that would be fine like to have a different number, but just to set up initially it has to match what we have in our system.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][POSITIVE] OK, got you, got you.
[AGENT][POSITIVE] I'm gonna send over a new user guide um for our new site and it should help you uh as a reference but you're always more than welcome to give us a call with any questions.
[CUSTOMER][NEUTRAL] Oh, OK, OK, you're just gonna email it to me and then I can look it over or whatever. I mean, I, I know the the other billing system and I don't know if it's identical if they changed it. It was kind of wonky because you had to submit invoice and all that maybe they've changed that. I don't know.
[AGENT][NEUTRAL] Yes, me.
[CUSTOMER][NEUTRAL] But we'll see.
[AGENT][NEUTRAL] Hopefully yeah it does seem kind of out of step um you wanna submit and then pay so um.
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hopefully I need to be honest with you, it's still new to us as well so I haven't walked through the whole process yet on a group's uh end of things.
[CUSTOMER][NEUTRAL] Oh, OK, got you, got you. Well, um, OK, let's see, verification. I don't know if you.
[CUSTOMER][NEUTRAL] Investation if necessary, please click the send button.
[CUSTOMER][NEUTRAL] So do I complete the whole page and then.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Verification code. Oh, I have to do the code before I can go further is what it is, right?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It should come fairly quickly though, and if you don't see it in your uh regular inbox I would check like the spam or junk folder.
[CUSTOMER][NEUTRAL] Um, well, let's see.
[CUSTOMER][NEUTRAL] So they update it for security reasons or who knows?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, did they put the update for security reasons or or?
[AGENT][NEUTRAL] The new site is going to add uh new features and um.
[CUSTOMER][NEUTRAL] Uh, just
[AGENT][POSITIVE] there's there's a lot more things that we have planned that we're working on and this new site just enables those uh changes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][MIXED] You know it's funny I got your email but I didn't get uh send new verific send new code. I didn't get the code. I got your email but I didn't get the code and that were interesting.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] I thought that they were one and the same.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] I, I've thought that that email that would have had the code on there maybe it separately.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] Yeah, I don't know, uh, maybe they're just overwhelmed um.
[AGENT][NEUTRAL] There is a lot of people trying to uh do it all right now but like I said, check your spam maybe for that verification code or the junk mail.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I know that one email went to your main inbox, but for some reason those verification codes have been going to junk mail.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, let me double check here.
[AGENT][NEUTRAL] What's that first email you saw like a welcome email?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, no new message no new.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] I don't know. OK, well, maybe there's just a delay. I don't see anything.
[AGENT][NEUTRAL] I'm asking, I'm, I'm asking my colleagues to see if there should be two separate emails.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, well, I got one from you, and it says setting up an OS, you know, an OSC account.
[AGENT][NEUTRAL] Oh, I apologize.
[CUSTOMER][NEUTRAL] Yeah, um, but I did get yours your.
[AGENT][NEUTRAL] I just assumed you meant the company when you said you.
[CUSTOMER][NEUTRAL] Yeah, no, no, I, I know I got your, you mean, you know, your email that you sent, oh well, no, but nothing from.
[CUSTOMER][NEUTRAL] Yeah, nothing from uh.
[CUSTOMER][NEUTRAL] The code
[AGENT][NEUTRAL] That is strange.
[CUSTOMER][NEUTRAL] That that's weird, yeah, um.
[CUSTOMER][NEGATIVE] OK, junk
[AGENT][NEUTRAL] From what I understand, they were coming through fairly quickly after um registering that verification code.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Maybe try and get it to resend if it doesn't. I mean it might just be going through filters if you guys have, uh, you know, spam filters or whatnot they go through might just be taking a minute, but maybe try and ask for a different code. If not, it might be best to give it again a try again in the morning.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, well, oh, OK, I'll get.
[AGENT][NEUTRAL] Did you want me to send you maybe an email with the invoice?
[AGENT][NEUTRAL] That you were wanting to look at?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know I have the invoice. I maybe I'll just have to pay it manually. I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, OK, alrighty, no problem, alright, thank you.
[AGENT][NEUTRAL] I'm sorry, it wasn't a better help. I um hope, we hope to have those issues worked out fairly quickly though.
[CUSTOMER][NEUTRAL] Oh, OK, well, um, and you just, you just literally launch launched it today, or?
[AGENT][NEUTRAL] Uh, it was yesterday morning.
[CUSTOMER][NEUTRAL] Oh yesterday morning, OK, OK, well you may wanna let them know that their codes aren't coming through either. I don't know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, that is definitely I'm on it right now letting them know that you did not receive your verification code.
[CUSTOMER][NEUTRAL] OK, alright, well, we'll see what happens tomorrow then.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][POSITIVE] OK, thank you. Bye bye-bye. You owe you too. Good, good luck.
[AGENT][POSITIVE] You have a great day. Thanks for calling APL.
[AGENT][POSITIVE] Thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.