AccountId: 011433970860
ContactId: f21cb334-7715-4bd7-b052-0e59f65de8d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424989 ms
Total Talk Time (AGENT): 118788 ms
Total Talk Time (CUSTOMER): 167386 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f21cb334-7715-4bd7-b052-0e59f65de8d9_20250605T16:59_UTC.wav
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[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from MC Var Construction. Our group number is.
[AGENT][NEUTRAL] Hi, my name is
[CUSTOMER][NEUTRAL] Um, oh, well, where is it?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Oh my god, where did it go?
[CUSTOMER][NEUTRAL] 22949 sorry.
[AGENT][NEUTRAL] And you're fine. 229.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And is the number that you're calling from, um, a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and uh [PII], could you please verify the address we should have on file for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so, um, what, what can we help you with today?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What can I help you with today?
[CUSTOMER][NEUTRAL] Oh, so I need to, to, um.
[CUSTOMER][NEGATIVE] Um, submit a bunch of terminations and I cannot access the portal. It doesn't recognize my user name. I don't know if it changed, but I'm going to the OCS or OSC whatever, and then it doesn't work.
[AGENT][NEUTRAL] Yeah, we
[AGENT][NEUTRAL] Yeah, um, we launched a new, um, online service center, um, on Monday, uh, so you'll have to, uh, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] On Monday like this week?
[CUSTOMER][POSITIVE] Oh how funny. OK, that makes sense. I was like breaking my head.
[CUSTOMER][NEUTRAL] What's going on?
[AGENT][NEUTRAL] So you'll have to select.
[CUSTOMER][NEUTRAL] So I just have to start over.
[AGENT][NEUTRAL] No, um, you'll just have to select create a new account like we still, we already have all of your information in the system, um, but since it's like a, a new system you'll just have to, um, create a new account since this system is gonna go off your email rather than username, um, and if you'd like I can stay on the line while you do that, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so just create.
[CUSTOMER][NEUTRAL] Would you, yeah, just to make sure, OK, cool, so give me a sec, so group.
[CUSTOMER][NEUTRAL] Next group number.
[AGENT][NEUTRAL] And it's gonna ask for some information and I can verify um that you're entering the correct information because it has to be exactly what we have on file.
[CUSTOMER][NEUTRAL] OK, so let's do it together, um, OK, so Group 22949 zip code [PII], phone number [PII] CD [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] garden email should [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] State [PII].
[CUSTOMER][NEUTRAL] Um, continue.
[AGENT][NEUTRAL] And it should send you a verification code twice, um, the two different steps it'll ask you for verification.
[CUSTOMER][NEUTRAL] OK, so it's saying to send a verification code, but I put the password in first.
[AGENT][NEUTRAL] Uh that's in your verification first.
[CUSTOMER][NEUTRAL] Send the verification first, OK.
[CUSTOMER][NEUTRAL] And it's gonna do it twice.
[AGENT][NEUTRAL] Yeah, it'll do it um and then you'll create a new password and then I think there's another part where it'll ask you to do the verification thing again.
[CUSTOMER][NEUTRAL] Oh, OK, so let's see, here we go [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, display name. OK, so display name, what would that be?
[CUSTOMER][NEUTRAL] It says display name, given name and surname. Do I do any of those?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, if it, if it's not required, I don't think you have to, but I think you can just put like your group name in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, agreed to terms agreed to.
[CUSTOMER][NEUTRAL] Go to dashboard.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] OK, we're almost there.
[CUSTOMER][POSITIVE] Hallelujah, happy days. OK, we're in. Thank you so very much.
[AGENT][NEUTRAL] No problem and are you able to view your invoices and everything?
[CUSTOMER][NEUTRAL] Um, let's see, I'm assuming we will be, but.
[CUSTOMER][NEUTRAL] Um, so I want to do some termination.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Invoicing employees I'm guessing.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] So termination is removed insured basically.
[AGENT][NEUTRAL] Yes, and um for your invoices if you go to I think it's my group um on your dashboard there should be like in blue it'll say my group and then you'll click on invoices or invoicing and that'll take you to all of your invoices.
[CUSTOMER][NEUTRAL] Is that right? OK.
[CUSTOMER][POSITIVE] OK, perfect. Alright, thank you.
[AGENT][POSITIVE] No problem, sir. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Have a nice day bye.
[CUSTOMER][POSITIVE] No, that's great, thank you.
[AGENT][POSITIVE] All right you have a great day bye.
[CUSTOMER][NEUTRAL] Bye.