AccountId: 011433970860
ContactId: 11717899-e9c4-4855-b30d-c5ba67b62a2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431779 ms
Total Talk Time (AGENT): 117089 ms
Total Talk Time (CUSTOMER): 141601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/11717899-e9c4-4855-b30d-c5ba67b62a2e_20250620T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Lighthouse French um.
[CUSTOMER][NEGATIVE] I am not able to log into my account to pay my bill, and everything that y'all have offered to get into the account don't work. Uh, the other day I waited for 30 minutes on hold trying to get somebody. Um, is there somebody that can get me in? I'm, I, I, I've never had a problem before going in and paying my bill, and it looks like uh the whole website's changed or something.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, it has actually, [PII]. I'm sorry about that. Do you have your group number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Paper bill laying on my desk here somewhere here we go it is.
[CUSTOMER][NEUTRAL] 267-06.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if you'll just verify with me please uh the uh physical address that we have on for the group.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so yeah, when you get to the site [PII] and then you click the login option, everybody's having to create new usernames and passwords for the new site. Um, going forward, the username is actually the email on file which looks like is yours. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you'll click the create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's gonna ask whaty group and then all you have to put in on that next page is the group number and the email you can skip everything else.
[CUSTOMER][NEUTRAL] Then do I do group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] See, I think I already did this.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] But I'm gonna do it again with you on the phone.
[AGENT][NEUTRAL] So then when you click next it should say like complete account set up I believe.
[CUSTOMER][NEUTRAL] Well it yeah it wants me to, um, verification is necessary, please click send button.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so you'll, you'll put your email up there and then it sends a verification code and then you'll need to put that code in and click verify and then you'll do the password.
[CUSTOMER][NEUTRAL] And then it asked me to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see if I got the email.
[CUSTOMER][NEUTRAL] Oh, it came to Microsoft, OK.
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][NEUTRAL] Do I have to put a display name in?
[AGENT][NEUTRAL] No, the display name is not required um, it's optional. You can, you should be able just to click continue and then it'll take you to the dashboard and you'll have to log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, this is.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] I want to do another verification is they gonna do that every time?
[AGENT][POSITIVE] It's gonna do it every time now, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in now and I guess I can go in and make my payment.
[AGENT][NEUTRAL] Yeah, so you should see I believe it's on the left side under the dashboard I believe it says my group.
[AGENT][NEUTRAL] And when you click on that, then there will be a tab um over to the right for invoices.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Please review and submit invoice OK.
[CUSTOMER][NEUTRAL] I needed to get it set up to where it's automatic.
[CUSTOMER][NEUTRAL] Uh, there's an error processing your request. Please call customer service.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I click invoicing.
[CUSTOMER][NEGATIVE] This this site's not real great and I can tell already just sitting there spinning right.
[CUSTOMER][NEUTRAL] I got to work some kinks out, um.
[AGENT][NEUTRAL] Yeah, it's, it's.
[CUSTOMER][NEUTRAL] So there's my invoice it says please review and submit the invoice so do I click the invoice?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEGATIVE] Should be able to go to payment.
[CUSTOMER][NEUTRAL] Yeah, submit invoice.
[AGENT][NEGATIVE] It has had some kinks in it, unfortunately.
[CUSTOMER][NEUTRAL] Alright, got it. So now you are paid. It was due on the [PII] and I've been trying to do it several days and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, but you answered the phone immediately this time, so.
[AGENT][POSITIVE] I'm sorry about all the weight on that and trust and believe you're not the only one, so um it's not a big deal, [PII], don't worry about it.
[CUSTOMER][POSITIVE] OK. All right, well, thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Mm bye bye.