AccountId: 011433970860
ContactId: 0ffc302a-4937-4090-92c3-1208b6120d16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537940 ms
Total Talk Time (AGENT): 101863 ms
Total Talk Time (CUSTOMER): 174497 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0ffc302a-4937-4090-92c3-1208b6120d16_20250604T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII] with uh Coral Springs Improvement District, um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 16577 is our account number. I'm, I'm really so over y'all's new website that I kind of brought to everyone's attention on Monday but um can you check something for me because um they were supposed to call me back yesterday just like they were supposed to call me back Monday because they you all weren't aware it's not your fault of course it's IT and whoever changed your whole website then bring everything over is crazy but.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, so they fixed that, so I logged back in, got back in, so I went to pay yesterday and it kept giving me an error code, um, so I called and told them they said they call me back when they get fixed, so I tried it this morning it said it same thing an error code but then if I go to invoicing.
[CUSTOMER][NEUTRAL] It looks like it says the it's under and it's got paid invoices that it's paid.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is that, is that correct?
[AGENT][NEUTRAL] That's what I'm seeing. Let me, yes, it's already paid and already gone through the system. Let me uh look at the policies that like a kind of individual level and let me make sure, but yeah, it looks like it's, it went through.
[CUSTOMER][NEGATIVE] Yeah, whoever, whoever your CEO whoever approved this new website without telling anyone and it's just about the dumbest thing I've ever seen in my life. It, it really is.
[AGENT][POSITIVE] I do, I do apologize.
[CUSTOMER][NEGATIVE] Because I call Monday and it's like oh we don't know I'm like uh yeah I can't log in and then I couldn't log in and they never called me back and then they of course they fixed it and didn't call me back because I told them about it and then I couldn't pay the bill but then I'm trying so I hit print coupon but it doesn't show like paid or anything.
[AGENT][NEUTRAL] Yeah, that part, yeah, that part is turned off because they're having or it's disabled because they're having to um fix something else um but uh you should have received, did you ever receive the confirmation number?
[CUSTOMER][NEGATIVE] I just don't not like it.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what I can do, [PII], is I can send you, uh, the like the coupon just letting you know that or for your records that, that it was paid. I can email that to you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Can you email it while we're on the phone right now?
[AGENT][NEUTRAL] Yes, sir. Hang tight.
[CUSTOMER][NEUTRAL] Yeah, it's all. I mean it's not your, your fault, but whoever did that first of all releasing it, not telling everyone, and then second of all, the way they designed it, not bringing all the information over is about to dump. I mean it once you logged in, yeah, but.
[CUSTOMER][NEGATIVE] It should have kept all the the logins uh it's just, it was, it's been a mess. I, I haven't been a big fan at all since Monday.
[AGENT][NEUTRAL] Alright, let me get this email pulled up.
[CUSTOMER][NEUTRAL] So it was ACH through our account, our Bank United account, is that correct?
[AGENT][NEUTRAL] Yes, sir, whatever, um, whatever account is, um, on the online service center.
[AGENT][NEUTRAL] All righty. I just emailed that over to you.
[CUSTOMER][NEUTRAL] Gmail it to [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So what, so it went through yesterday even though I was getting a million error codes, but it only went through one time, correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm just waiting for it to come through.
[CUSTOMER][NEGATIVE] There's no way you can give me a second so.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, that's the same thing I can print offline but.
[CUSTOMER][NEUTRAL] So that's all I have right now what you're saying?
[AGENT][NEUTRAL] Yeah. Yes, sir.
[CUSTOMER][NEUTRAL] So does it have a.
[CUSTOMER][NEUTRAL] Does it have a.
[CUSTOMER][NEUTRAL] Confirmation number or anything or no?
[AGENT][NEUTRAL] No, like I said, it should have, um, when it went through, it should have, um, sent you a confirmation number and that's what it'll do like moving forward, but since there were error message going on yesterday it may not have picked it up so this so this is all we have right now.
[CUSTOMER][NEUTRAL] OK, so, so it was.
[CUSTOMER][NEUTRAL] It was processed on 63.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Yeah, tell me to get it fixed. It's driving me nuts.
[AGENT][POSITIVE] Yes, sir. I'm, I'm with you there. I was out last week and when they were starting to roll it out and was out at the beginning of the week, so I'm learning with, with everybody else and picking up all the error messages and stuff, so.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Hopefully we'll get it all fixed here pretty soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] All right, thanks for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] So