AccountId: 011433970860
ContactId: 05a4e565-84f2-4ddf-9b61-06d092f04196
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1120540 ms
Total Talk Time (AGENT): 264126 ms
Total Talk Time (CUSTOMER): 515674 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/05a4e565-84f2-4ddf-9b61-06d092f04196_20250624T14:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII], and I'm with the City of Goose Creek. Uh, group number is 26142.
[CUSTOMER][NEGATIVE] I have a couple of issues.
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I um verify the group name, group, uh, mailing address and the phone number, please.
[CUSTOMER][NEUTRAL] Group name is City of Goose Creek. The mailing address is [PII]. And I'm sorry, did you say the phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. And how may I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I am logged into the portal, um, and I know that some things have changed, which is not a big deal, but I'm just wondering how to export the bill and I don't see how to do that to a uh Excel file.
[AGENT][NEUTRAL] Export the bill to it. I'm sorry.
[AGENT][NEUTRAL] That I don't know.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Export the bill to.
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEGATIVE] To an Excel, uh, a workable Excel file, the bill right now is online and I don't have any way to print it or to export it to Excel where it would be.
[CUSTOMER][POSITIVE] Usable for reconciling.
[AGENT][NEUTRAL] Oh, I think they're working on the site as far as the bill. I can email it to you.
[AGENT][NEUTRAL] Or the invoice to you.
[CUSTOMER][NEUTRAL] And can you email it to me in then.
[CUSTOMER][NEUTRAL] And an Excel file?
[CUSTOMER][NEGATIVE] Because a PDF file doesn't necessarily work for me for reconciling.
[CUSTOMER][NEUTRAL] And I have a print, you know, they, they come in the mail as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I need, you know, I need it and then a format that is a workable format not a uh not a PDF.
[AGENT][NEUTRAL] That I don't know. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK one moment. Let's see who'll be able to assist us with that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I will have to send a request to our, uh, billing department, group billing department.
[AGENT][NEUTRAL] And your email address for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'll send a request um for someone in our billing department to send that to you.
[CUSTOMER][NEUTRAL] OK, and I, if I could have June and now July.
[CUSTOMER][NEUTRAL] I would appreciate that uh for both of those to be in an Excel format.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, it was June and July. OK, yes ma'am. I'll send that request out to you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK, um, and then I have another issue that I haven't received a call back on, um, and it actually when I try to set up a new user it tells me to hit option 4.
[CUSTOMER][NEGATIVE] I was on hold for 45 minutes yesterday at option 4. Nobody answered and this morning I was already on hold for 15 minutes.
[CUSTOMER][NEGATIVE] Trying to get through to option 4 so I don't know if it's just not working, um.
[CUSTOMER][NEUTRAL] But I'm trying to create a new user and it's telling me that the user that I'm trying to create.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, there's an account with this email address already, but they're not in my system. I don't see them.
[AGENT][NEUTRAL] OK. For your email address, do you have, um,
[AGENT][NEUTRAL] A personal email?
[AGENT][NEUTRAL] Or personal, uh, policy with us.
[CUSTOMER][NEUTRAL] Uh, I do for my personal account.
[CUSTOMER][NEUTRAL] I do, but I'm trying to set somebody up as a user that isn't that is a new hire.
[CUSTOMER][NEGATIVE] And it says that when I try to set them up it says an error occurred with this email, uh, an account with this email already exists. If this is a, uh, this error persists, please contact the number I called in option 4, but I couldn't get a hold of anybody at option 4.
[AGENT][NEUTRAL] OK, what's the um new hire's name so I can check if they had an account in the system.
[CUSTOMER][NEUTRAL] [PII] and that's [PII]
[AGENT][NEUTRAL] [PII] and say the first name is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] [PII]. And what state is she from? Or do you have her date of birth?
[CUSTOMER][NEUTRAL] I can get that information.
[CUSTOMER][NEUTRAL] I don't know that I'll get to her state that she's from, but I can get her date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And dates, let's see here.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, yeah, show her in the system. Give me one moment.
[CUSTOMER][NEUTRAL] With the email address of [PII].
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you tell me when she set that account up?
[AGENT][NEUTRAL] I wouldn't be able to see that um let me see if there's anything in notes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] She was just hired on [PII].
[AGENT][NEUTRAL] Yeah, I sure she has a policy with us, um, effective [PII].
[AGENT][NEUTRAL] It doesn't really say when she is set up.
[AGENT][NEUTRAL] But I do show that she's in the system and we do have that email address um her best bet is.
[AGENT][NEUTRAL] If she is, if I can speak with her, she can contact our office and we can change her email address.
[AGENT][NEUTRAL] Then it should be but to let her set up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, then I could set her up as a user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see if she's in office. If she's in, give me just a second, let me see if.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If she's in office then I'll get her cell phone number and we'll just do a like a conference call, would you be OK with that?
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Human resources
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] over at City Hall, the assistant finance director. How are you?
[CUSTOMER][NEUTRAL] Good, hey, listen, I've been trying to work with APL to figure out how to get you an account to APL. Um, the deal is, is you use your work email for your personal account.
[CUSTOMER][NEUTRAL] Which is why I can't add you to the account or I can't get you added right? I have APL on the phone but they're on my cell phone, so the deal is is I need to get on a conference call with you. Can I have your cell phone number and I'll call you from my work phone and we'll get this straightened out so that I need an account set up.
[CUSTOMER][NEUTRAL] That's OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Alright, give me just a few minutes. I'll get on a call we'll get this call and I'll get the person on APL with us and we will, uh, get this squared away. Thanks bye.
[CUSTOMER][NEUTRAL] Alright, give me just a second, let's see if I can do this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, 215796.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, I think I got it all here [PII] myself awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, Ms. [PII], uh, verify your mailing address for me, please.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. It looks like we have your work email. uh, what's a good personal email to add?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much. And uh Miss [PII], I have changed it in the system, so you should be able to now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and will it be effective immediately? Can I set up an account now for her?
[AGENT][NEUTRAL] You should be able to, it should be, um, in real time.
[CUSTOMER][NEUTRAL] Or do I need to wait 24 hours?
[AGENT][NEUTRAL] No, you shouldn't have to wait 24 hours. Should be in real time.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect. Well that'll work out. I, I'm sorry.
[CUSTOMER][NEUTRAL] I was just gonna ask for my personal log on, will you reset my um password?
[CUSTOMER][NEUTRAL] Or how do I
[AGENT][NEUTRAL] As far as the online service and you have to, I don't know if you've already set up a new account since our system has been updated, but you have to set up a new online service in our account.
[CUSTOMER][NEUTRAL] Log back in.
[CUSTOMER][NEUTRAL] So you pay now.
[CUSTOMER][NEUTRAL] No, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, alright, so when I put it in and set her up as a user I'm getting the same account error.
[AGENT][NEUTRAL] Really? Hm.
[AGENT][NEUTRAL] Let me check other screens.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can get it right around and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it should be changed because that's why I changed it to the [PII].
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right about.
[AGENT][NEUTRAL] She's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], just FYI so APL changed their login credentials like on [PII] I'm sorry, [PII], so you probably have only ever been set up in the new account. Oh OK.
[CUSTOMER][POSITIVE] OK, thank you for that. You're welcome.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You buy everything, make sure.
[AGENT][NEUTRAL] OC city um.
[CUSTOMER][NEUTRAL] And [PII], your last name spelling is [PII], correct? That is correct.
[AGENT][NEUTRAL] And, and verify your date of birth for me, Ms. [PII], and make sure we have it correct.
[CUSTOMER][NEUTRAL] Yeah, alright, um.
[CUSTOMER][NEUTRAL] Sure, sure. [PII]. What do you have?
[AGENT][NEUTRAL] And that's what we have, so I'm not sure.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh, did it ask for a zip code? I see an extra.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, you made your homework.
[AGENT][NEUTRAL] Verify your zip code for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] rectify that.
[AGENT][NEUTRAL] There's 4 other numbers after it. I don't know if that could cause an issue. We changed that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I know when I was setting up it kind of defaulted to the four digit extension to the zip.
[CUSTOMER][NEUTRAL] So much.
[AGENT][NEUTRAL] One moment
[CUSTOMER][POSITIVE] I love.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know if that, uh, would help, but I did took it, uh, took it off, so I don't know if that would help as far as, uh,
[CUSTOMER][NEUTRAL] Yeah I just um.
[AGENT][POSITIVE] Being able to set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If not, I can send a request so a representative can either give you a call back, uh, Ms. [PII] in regards to assist you with set up on the online service center or Ms. [PII] to assist with set up on the online service center.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Oh you can get if you get them one day you get them back in for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, well, you know, I don't mind waiting the 24 hours, you know, let's just, let's see if it clears its head. It might be overloaded and say, hey, look, we're not doing anything else, um, I, you know, I get it things like that happen, so I'll try to set it up again tomorrow, um, and if I don't have any success, I can definitely call back. I don't have a problem there. I'm just glad we now know the issue was is that she had set up her personal account using her work email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which again not a problem uh sounds like we have sounds like that's been removed we just need to get her logged in to her pers make sure she can log into our personal account and then just allow me to get in, get in and set her up as a user. I have other users in HR so I'm not so necessarily like if it doesn't happen today I'm not in dire straits.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, however, I do need to get her access, but I can, we can work on getting her access now that we know what the issue was with her email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, um, we'll just give it some time, we'll let it clear, but [PII], I definitely think that you.
[CUSTOMER][POSITIVE] Need to make either see if you can get logged in to your portal and if you cannot either have them give you a call back to get that reset for you since we've manipulated your data on the back end um or you know see if it'll let you reset it manually but you know whatever works for you. OK, and again I apologize for the extra work. No worries you you didn't know I couldn't figure out for the life of it I was like.
[AGENT][NEUTRAL] Uh, so like now.
[CUSTOMER][POSITIVE] You must have come from somebody that had APL and they needed to get that released but I couldn't I didn't know so no worries we'll get it squared away. OK, well thank you thanks. OK, have a good day you too OK bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You too.