AccountId: 011433970860
ContactId: 0e39e826-0592-4443-a490-2d7b873a6fe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 752030 ms
Total Talk Time (AGENT): 248195 ms
Total Talk Time (CUSTOMER): 185908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0e39e826-0592-4443-a490-2d7b873a6fe4_20250605T17:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to log on um to pay my APL bill and I see that it is a new um platform so I'm trying to register, but when I put in my information it says error no user was found with the information that was entered, and I've tried it a couple of times so.
[AGENT][NEUTRAL] OK, um, let me see if I can help you with that. Uh, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] My extension is [PII].
[AGENT][NEUTRAL] And are you calling on behalf of yourself or of the group?
[CUSTOMER][NEUTRAL] Of the group.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Group number is 26145.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And can you verify the name of the company and the address that we have?
[CUSTOMER][NEUTRAL] Mhm it's DNS Management Services [PII].
[AGENT][NEUTRAL] OK, um, it looks like since you are having to create a new account, um, right now we need the primary, uh.
[AGENT][NEUTRAL] Ad administrators to create the account first and then they will go into manage users like they did in the on the old portal and then they'll be able to add that so you will need to ask um [PII] to create the account and then from there he'll be able to add you in.
[CUSTOMER][NEUTRAL] OK, he's never created it. I probably created it for him. He doesn't process or do anything like this, so I put in his credentials as well and it gave me the same error message.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, can we verify the phone number that you put in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, it's still not working for you?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can figure something out for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And to verify, [PII], spelled out completely.
[AGENT][NEUTRAL] Uh, [PII], correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And you said the email is uh his [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, give me just one moment. And when you uh enter the phone number, are you putting spaces or dashes in between it?
[CUSTOMER][POSITIVE] It gives me
[CUSTOMER][NEUTRAL] Um, abbreviations for the area code and then it gives me a dash between the three first digits and the 4 seconds so I'm just following the format that's on the website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Yeah, and it's still giving you an error message and I'm not showing that anyone that it's anything is pending or anything like that.
[AGENT][NEUTRAL] Let me go ahead and put in a, a ticket to get that looked into.
[AGENT][POSITIVE] Because I have verified all of your all of the information and it does look like it's correct on our end.
[AGENT][NEUTRAL] Um, and it matches with what you're telling me, so give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and the error message that it's giving you is user not found, is that correct?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let me hit next again and I'll read exactly what it says. No user was found with this information that was entered. Please try again. If error persists, please call customer service at option 4.
[AGENT][NEUTRAL] Alright, give me just a moment while I fill this ticket out while we're on the phone, just um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your name is [PII], correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] And would you rather us email or call you?
[CUSTOMER][POSITIVE] Um, an email would be great.
[AGENT][NEUTRAL] And I believe it will need to be sent to um his email. Is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, because that's the email that we have on file.
[CUSTOMER][NEUTRAL] Can we change well I was gonna say can we change it, but let's do one thing at a time. Maybe I can do that online once it's set up or something. I don't wanna get it confused.
[AGENT][NEUTRAL] Yeah, whenever it changes.
[AGENT][NEUTRAL] Yeah, I believe um if it needs to change we'll need him to send us an email specifying who's going to be the new primary admin um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And like you said one thing at a time is probably good let's make sure that you guys can get an account set up.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] And just to verify, what browser were you using Chrome, E Edge, Safari?
[CUSTOMER][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And if you don't, if you don't know which one it is, you can tell me what color.
[CUSTOMER][NEUTRAL] It's Chrome it's the.
[AGENT][NEUTRAL] Chrome, OK.
[CUSTOMER][NEUTRAL] All different colors, right? Red, yellow, green, blue with the blue circle in the middle.
[AGENT][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] Some people don't know how to find out, so I've, I've kind of learned what the little pictures look like or the little apps look like.
[CUSTOMER][POSITIVE] Mhm that's good, yeah, picture's worth 1000 words, right?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right, I do have that request sent in, um.
[AGENT][NEUTRAL] Give it 24 to 48 hours because we are trying to work on this um and I don't know how long it's gonna take IT but I do have his email on file and the phone number that we have on file and I have that we will email uh [PII] as soon as we are able to uh if we need any more information and as soon as we're able to get you back in, OK?
[AGENT][NEUTRAL] Um, did, in the meantime,
[CUSTOMER][NEUTRAL] OK and when is this next bill due due? because I just wanna make sure am I gonna have to like send a paper check or?
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] It's the [PII] invoice.
[AGENT][NEUTRAL] I am unable to see that. Would you?
[CUSTOMER][NEUTRAL] Oh, it says [PII] actually I see it. It says [PII], so hopefully this will be resolved and I can just still do it online because half the time you mail something it takes weeks to get there.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Um, if you'd like, I can transfer you to group billing and you can pay over the phone, or did you want to wait and make sure?
[CUSTOMER][NEUTRAL] I, I'll give it a couple of days and see if I can do it online and if not then I'll pick that um option.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, because what is it? today's Thursday, um, if you still haven't heard back by tomorrow, go ahead and give us a call on Monday.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] OK, and the email will come from customer service at AMPublic. I just want because he gets a lot of junk. I wanna make sure he doesn't delete this.
[AGENT][NEUTRAL] Uh, it should come from someone from ATL or AM Public or it might even come, uh, I believe it will come from someone at [PII]. Um, it might be our IT services, uh, if you haven't saved us as a, as a, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Favorite, I would go ahead and do that. Um, sometimes emails do get put into spam, so if you haven't heard back, um, by Monday, go ahead and check your spam as well. Uh, but it should come from someone from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] OK, um, if there's nothing else I can help you with, I hope you have a great day and hopefully you will hear from us soon and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] OK bye.