AccountId: 011433970860
ContactId: 19e384c8-09f2-431d-a816-488fc72f1de6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559500 ms
Total Talk Time (AGENT): 50759 ms
Total Talk Time (CUSTOMER): 207161 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/19e384c8-09f2-431d-a816-488fc72f1de6_20250623T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, we got a letter today uh saying.
[CUSTOMER][NEUTRAL] Uh, overdue outstanding invoices, but Air deal is on auto pay, and we went to log into our account and it says um.
[CUSTOMER][NEUTRAL] To not be found.
[AGENT][NEUTRAL] OK, um, do you, um, have you created your new online service center account? We have a new online service center, so, um, everybody has to create a new one.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] No, probably not then.
[CUSTOMER][NEUTRAL] OK, then click the hit click uh hold on let me go back hold on.
[CUSTOMER][NEUTRAL] So create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, we're a group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Group number hold on.
[CUSTOMER][NEUTRAL] 16057.
[CUSTOMER][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Continue to set up.
[CUSTOMER][NEUTRAL] That's what I knew.
[CUSTOMER][NEUTRAL] New password. I need the password.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] Passwords do not match. I know they match.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Claim not verified email address.
[AGENT][NEUTRAL] Um, someone else had that same error message. Um, are you able to click OK and hit continue?
[CUSTOMER][NEUTRAL] Well, I hit continue and it said claim not verified a verified email address I can send verification code.
[AGENT][NEUTRAL] Yeah, try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] hasn't come through yet. Hold on.
[CUSTOMER][NEUTRAL] Not come. It's funny it says don't have my my.
[CUSTOMER][NEUTRAL] Copy
[CUSTOMER][NEUTRAL] OK, that helps getting the verification code.
[CUSTOMER][POSITIVE] I agree, I agree, continue.
[CUSTOMER][NEUTRAL] OK, go to dashboard continue log in.
[CUSTOMER][NEUTRAL] I'll send another verification code.
[AGENT][POSITIVE] Yes, ma'am. I'll do it one more time.
[CUSTOMER][NEUTRAL] Oh, go.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] So now my login is just spinning.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, Juliet.
[CUSTOMER][NEUTRAL] OK you can sit sit down with her.
[CUSTOMER][NEUTRAL] I think Raven. Hold on.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Where is the little
[CUSTOMER][NEUTRAL] No, was that.
[CUSTOMER][NEUTRAL] OK, hold on, ma'am, let me put you on hold just for a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh Mum.
[CUSTOMER][NEUTRAL] Here she is
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Always, yeah, yeah, like me and mommy time.
[CUSTOMER][POSITIVE] Yes, OK, sorry about that, ma'am.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I had a parent coming to pick a child up.
[CUSTOMER][NEUTRAL] OK, let me past my.
[CUSTOMER][NEUTRAL] Continue uh.
[CUSTOMER][NEGATIVE] There was an error processing your request. If this error.
[CUSTOMER][NEGATIVE] It says I have an error.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Click, click OK and try it again.
[CUSTOMER][NEUTRAL] Oh, wait a second.
[CUSTOMER][NEUTRAL] OK, well, it, it went in says I'm active renewal I need to go to.
[CUSTOMER][NEUTRAL] How to pay my bills because I know I paid it because we were on auto pay.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Invoicing.
[CUSTOMER][NEGATIVE] Um, my internet's slow today. Hold on.
[CUSTOMER][POSITIVE] Hello hello how are y'all doing today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Please review. OK, I think I got it. Let me see.
[CUSTOMER][NEGATIVE] I don't know why it's not on auto pay. It's making me.
[CUSTOMER][NEUTRAL] After reviewing, please submit the invoices, I guess I gotta submit now instead of just auto pay.
[AGENT][NEUTRAL] Well, we don't have any kind of um auto pay or bank draft at the group level you'd still have to go in each month and submit the invoice and pay it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so let me see next.
[CUSTOMER][POSITIVE] And submit OK alrighty thank you.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.