AccountId: 011433970860
ContactId: 185289b8-8fb6-4a1a-abd1-69cc66d0687c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164220 ms
Total Talk Time (AGENT): 68059 ms
Total Talk Time (CUSTOMER): 83428 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/185289b8-8fb6-4a1a-abd1-69cc66d0687c_20250602T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Um, I'm having trouble logging into my account.
[AGENT][NEUTRAL] Are you, are you a group administrator or is this for your individual policy?
[CUSTOMER][NEUTRAL] Did y'all change something?
[CUSTOMER][NEUTRAL] No, I'm trying to pay the bill.
[AGENT][NEUTRAL] OK. What's your group number?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 266-08.
[AGENT][NEUTRAL] name of the group, please?
[CUSTOMER][NEUTRAL] And the screen that it, I'm sorry, what?
[AGENT][NEUTRAL] Yes, ma'am. I just need to verify some information. What's the name of your group, please?
[CUSTOMER][NEUTRAL] Gas Heat Incorporated.
[AGENT][NEUTRAL] OK, and what is the address of the group, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Tell me your name, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK. OK, and you're trying to sign in on the OSC to pay your bill, right, [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Verify your email for me to make sure we have that correct. What is your email address?
[CUSTOMER][NEGATIVE] It this isn't like the first time I've done this so I don't know it's [PII] and I got the email and I clicked the link and it took me to this page. It doesn't look familiar and when I pushed log in.
[CUSTOMER][NEGATIVE] Um, it doesn't look the same and it wants my email address and not my user name, so I don't know, I don't understand really why that is.
[AGENT][NEUTRAL] Yes, ma'am. We did an update on, on the online service center, so that's the reason that you're seeing that. And I just wanted to verify that we have all the information correct, just so it doesn't give you another error. Did you put in your, um, email address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Did you see the verification code?
[CUSTOMER][NEUTRAL] And then I use the password that we normally use.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um I did the password and then it did said it wouldn't work so then I did forgot your password. I got a verification code and it just seems to be going in a loop.
[AGENT][NEUTRAL] OK. Yeah, we're having some issues with it right now. Um, they're working on it right now to, to get it, to get it back up going. So, do you want me to take a credit card payment over the phone? You can try again later today to, to log in to make the payment. They're just working on the site right now, so it's getting some errors. Would you like me to take a credit card payment?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine. I, I can, I can call back because I use, well, I don't use a credit card to pay it. I, I, um, pay it through the bank so um it's fine. I'll just wait and do it later, but I, I thought it might be my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So it's not me.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] It's good to know.