AccountId: 011433970860
ContactId: 0e42891e-28bd-4237-94e9-887ae2881f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405730 ms
Total Talk Time (AGENT): 227094 ms
Total Talk Time (CUSTOMER): 133473 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0e42891e-28bd-4237-94e9-887ae2881f7f_20250521T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] how are you?
[AGENT][POSITIVE] Hi [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have [PII] on the phone and she's with 257-07.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So marketing
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] She's having problems getting into the online service center. um, she reset her password and I know it says that she has to re-register, but I'm, I wasn't in that meeting this morning mines this afternoon, so I don't know how to help her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And she's really frustrated and upset.
[AGENT][NEUTRAL] Not this afternoon.
[AGENT][NEUTRAL] On this afternoon too.
[CUSTOMER][NEUTRAL] Yeah, and she's out.
[CUSTOMER][NEGATIVE] Yeah, she's all upset, so I don't know.
[AGENT][NEUTRAL] I don't know. I'm not
[AGENT][NEUTRAL] I may just have, I can talk to her and I.
[CUSTOMER][NEUTRAL] Uh, she wanted to make a payment over the phone.
[AGENT][POSITIVE] Yeah, well, I can do that. Let me just talk to her. I, I, let me help her. I'll figure it out. Yeah, that's no problem. Thank you so much. All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I verified everything.
[AGENT][POSITIVE] Everything's good. OK, thank you, [PII]. Thank you, ho.
[CUSTOMER][NEUTRAL] And it's [PII] on the phone.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I work in the group billing department. How are you doing?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Not good because I can't get in to pay my bill.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] That's what I was just saying. So, I apologize. Let me help you with that, [PII]. OK. So did you try to reset your password? Did that not work?
[CUSTOMER][NEGATIVE] Yeah, I've had to change it 3 times and the damn thing still won't let me in.
[AGENT][NEUTRAL] What's it saying? What error is it giving you, [PII]?
[CUSTOMER][NEUTRAL] Uh invalid username or password.
[AGENT][NEUTRAL] OK. Well, I've got your username is [PII]. Is that right?
[CUSTOMER][POSITIVE] Correct, yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], thank you. Let me look at this. Hold on just a moment, we're gonna figure this out, OK?
[AGENT][NEUTRAL] I don't see the error.
[CUSTOMER][NEUTRAL] I've never had a problem paying the bill with this, huh?
[AGENT][NEUTRAL] No, no, we, we think it was an update to the AC and I'm wondering if that's what it is, um.
[CUSTOMER][NEUTRAL] Which one baby?
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] I said we've been doing some updates to our online service center and I'm thinking maybe that's what it is that's why it's giving you an error at the moment. Are you trying to pay your bills?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you want me to go ahead and take that payment over the phone?
[AGENT][NEUTRAL] And and then.
[CUSTOMER][NEUTRAL] Yes, can you take it?
[AGENT][NEUTRAL] I can, yes, ma'am. You have a credit card that you can give me?
[CUSTOMER][NEUTRAL] Yeah, but then next month I'm gonna have to do it on a credit card again. I don't wanna put it on a credit card.
[AGENT][NEUTRAL] No, ma'am. No, no, ma'am. No, ma'am. You're not gonna have to. Um, that's what I'm thinking. Uh, um, that, that, we're doing some updates at the moment and that may be what the problem is, but no, ma'am. But if you want to go ahead and pay your bill today, huh, I'll be glad to take that credit card from you today. You want to do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, because I think because I'm pretty sure I mean because I need to, I should have paid it on, but every time I go in on the [PII] it's not ready to be paid so I'm like, OK, somebody needs to get something done with this damn thing.
[AGENT][NEUTRAL] You're gonna set it straight, aren't you? It's fine. Would you want to pay the, the full amount we billed you for the 1321, 18, is that what you're gonna pay?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me just a moment and let me get on to my credit card. No.
[CUSTOMER][NEGATIVE] OK, darling, I'm sorry. I'll get out of this because I ain't gonna get in it today, that's for sure.
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] I'm thinking that's what's going on. I want you to try it again some more if you don't mind, OK, because I do see where you reset your password, so you're not doing anything wrong. That's just, I think.
[CUSTOMER][NEGATIVE] Yeah, I'm telling you, I reset, I reset it about 19 times. I'm like I don't know which one isn't good now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You already forgot. I don't mind me. I would too. OK, we're gonna do 13.
[CUSTOMER][NEGATIVE] No, I wrote it down but that's still not gonna help me, you know what I mean?
[AGENT][NEUTRAL] Oh, I understand. Yes, ma'am, I did.
[AGENT][NEUTRAL] Let's get to where I need to be for 1321, 18 and this is for the.
[CUSTOMER][NEUTRAL] What darling? Yes.
[AGENT][NEUTRAL] That's OK. OK, let me get that invoice number. Let me just.
[AGENT][NEUTRAL] 6388247. Let me put that in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], give me your card number. Do you have it ready?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What's the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the um.
[CUSTOMER][NEUTRAL] Code
[AGENT][NEUTRAL] Yes ma'am. What's your security code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I'm gonna submit that payment. Hang on, it's giving me something. Oh, I need your zip code. Give me your zip code. I'm sorry.
[CUSTOMER][NEUTRAL] Do what honey?
[AGENT][NEUTRAL] I need your zip code, please, [PII]. What's your zip code for the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna submit that payment for the [PII], OK?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] And you promised me next month I'm not gonna have this problem.
[AGENT][NEUTRAL] Well I'm gonna, yes, I'm gonna check into it, um, for you. No, I don't think so. I'm, I'm honestly think it's because we, we're doing some updating to our system and I think that's what's going on. So let me, um, let me give you a, let me give you a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What am I saying? a um confirmation number. Are you ready for it?
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] All right, you ready? It's gonna be 22.
[AGENT][NEUTRAL] 6682.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you want me to email you the receipt? Would that be helpful?
[CUSTOMER][POSITIVE] I'm good. You gave it to me as long as I know it's good that's all I care about.
[AGENT][POSITIVE] Good. OK, yeah, you're good. I submitted it, OK?
[AGENT][POSITIVE] All right. You're welcome, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Thank you, sweetheart.
[CUSTOMER][POSITIVE] No, ma'am, you just helped me. I thank you very much. I was like losing my mind. I'm like, what the hell do you want me to do?
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][POSITIVE] I, I have that some days right. It's gonna get better, OK.
[AGENT][POSITIVE] You have a good.
[CUSTOMER][POSITIVE] OK, darling, thank you.
[AGENT][POSITIVE] You're so welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.