AccountId: 011433970860
ContactId: f8a833b5-5a23-4afe-b532-2bfae65f7a9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302200 ms
Total Talk Time (AGENT): 140239 ms
Total Talk Time (CUSTOMER): 107258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f8a833b5-5a23-4afe-b532-2bfae65f7a9d_20250605T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII]. Um, I'm the group administrator and I'm trying to create my, my account, so to be able to get the bill, to make payments, everything, but it's giving me an error.
[AGENT][NEUTRAL] Saying that no user is found?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] You said it's giving you an error. I'm asking, did it say no user found?
[CUSTOMER][NEGATIVE] No, it just gave me an error. I says no user was found with the information that was entered.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yes, so that is no user found. OK, so I, um, so we launched our new website on last Friday and we've been having some issues with it. So that could be a part of it, but let me ask you, um, when you were logging in, were you using the username and password?
[CUSTOMER][NEUTRAL] Please, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Before, no, uh, yeah, before, yeah, it was a username and password.
[AGENT][NEUTRAL] Today, like when you try it today.
[CUSTOMER][NEUTRAL] But this moment, no, no, no, no, no, no, no. Today I didn't try because I, there's no more username, it's just email, so I had to create an account.
[AGENT][NEUTRAL] OK, yes, that was, that's what I'm trying to get to. So you created an account and you um created it as a
[CUSTOMER][NEUTRAL] I'm trying to, but.
[AGENT][NEUTRAL] Oh, so you're doing it now. I'm asking these questions so I can know how to um assist because I'll have to let IT know, but each, each um account has
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, no, last month.
[AGENT][NEUTRAL] Um, each account has to create a new account. So if you're already doing that, that's good. That was my next question. So you're going through that now?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Yes, but it's giving me an error. It says no user was found with the information. Please try again. Uh, please contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and may I have your group number?
[CUSTOMER][NEUTRAL] 16846.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] You said 016. Hold on one moment. It gave me an error.
[AGENT][NEUTRAL] All right, and I have you here and [PII], can you verify the group name, mailing address, and your email address?
[CUSTOMER][NEUTRAL] Yes, it's Toytech Motors Corporation.
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] And what else did you ask for?
[AGENT][NEUTRAL] Um, your mailing address and a good contact number.
[CUSTOMER][NEUTRAL] Oh, OK, um, the mailing is [PII], and the phone number is [PII].
[CUSTOMER][NEUTRAL] 8, no, wait.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and um,
[AGENT][NEUTRAL] So I can go ahead and send this information over. Um, it is a known error and we do apologize for the inconvenience. Um, were you trying to access your invoices or is there anything I can send you in the meantime? Like what were you?
[CUSTOMER][NEUTRAL] Correct, I was trying to get the invoice, yeah.
[AGENT][NEUTRAL] You are.
[AGENT][NEUTRAL] OK, um, which invoice is it that you need? I can send it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, let me see, the last one for, for June.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And you want me to email it to the [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can send it to that email.
[AGENT][NEUTRAL] Hold on one moment, let me just get the.
[AGENT][NEUTRAL] All right, and I have the June invoice here, so I'll go ahead and email this over to you now, and I'm going to um add the error that you're receiving on our spreadsheet we're recording everything. Um, would you prefer an email contact back or a phone call?
[CUSTOMER][NEUTRAL] You know, it's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I will go ahead and send this over for you now, and I am emailing you the invoice, so give me about 5 minutes, you should have it. I'm sending it, I'm attaching it now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. Have a good one.
[AGENT][POSITIVE] You're very welcome. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, bye.