AccountId: 011433970860
ContactId: 19f5eb54-b9f0-4dfa-b2d1-fb6610cc4f37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578700 ms
Total Talk Time (AGENT): 244322 ms
Total Talk Time (CUSTOMER): 214864 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/19f5eb54-b9f0-4dfa-b2d1-fb6610cc4f37_20250603T14:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] I have a I have a [PII] on the line, um, group number 26891.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's having issues setting up her new online account but she needs to pay a bill.
[AGENT][POSITIVE] OK, I can help her with that. Thank you.
[CUSTOMER][NEUTRAL] Um, and I do have a question that she's gonna ask you, uh, she wants to know if because her online portal account isn't open yet, um, if she's still able to or if you're able to help her sign up for automatic payments.
[AGENT][POSITIVE] Yes, ma'am. I can help her with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I've verified her um and all the information is correct, so, OK, so you're ready for her?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great, OK, thank you so much. I'm ready. Thank you so much.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], I have [PII] on the line from billing, and she'll be able to help you make that payment.
[CUSTOMER][POSITIVE] OK great thank you.
[CUSTOMER][POSITIVE] You're welcome have a great day.
[AGENT][POSITIVE] Hey, good morning.
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] Hey, good morning, [PII]. How are you? I'm doing well. How are you doing?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][POSITIVE] Well, good.
[AGENT][NEUTRAL] Were you, were you able to, um, we updated our, um, system. Were you able to create your account?
[CUSTOMER][NEUTRAL] No, I can't get in. That's why I called and she's got a ticket in for me.
[AGENT][NEUTRAL] OK. Yeah, sure. Yes, I can help you with that. What it is is we updated our online service center. So what you'll have to do is you'll just have to re-register and create a new account, OK? And you'll use the email.
[CUSTOMER][NEGATIVE] I tried and it wouldn't let me.
[AGENT][NEGATIVE] It wouldn't let you what error did it give to you.
[CUSTOMER][NEUTRAL] Yes, and it would
[CUSTOMER][NEGATIVE] No, uh, I ended up, I've, I've gone, I even walked through it doing it with her and it's telling me that the information isn't found and so I was like I don't know how I'm getting emails when it tells me this this email's not registered so um something's not right but anyway.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does she verify everything? Do you want me to do that again with you or do you just want to make the payment?
[CUSTOMER][NEUTRAL] I mean it doesn't matter whatever if you wanna try I'm literally on the page where it says.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Well, let's try it.
[CUSTOMER][NEUTRAL] Um, sign up and I put the group group number in the zip code, which is [PII]. The phone number is [PII]. City is [PII]. The email on record I put [PII] and the state of [PII]. And when I hit that it says no user found with this information. Please try again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. That is what we have in here. Alright, so it's [PII]. Is that right?
[CUSTOMER][NEUTRAL] [PII]. Yes, and that I get emails from y'all, but it just won't let me create an account, which I had one before y'all updated your system. That's why I was like, OK, I did have one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You did, yes, ma'am, and it's just requiring everybody to re-register. I wonder what's going on, OK, so the this page is 29063. You've already, I'm just repeating what you've told me to see if I see anything off on our system.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] Well, that's right, email's right.
[AGENT][NEUTRAL] Let me report this to our um IT department that you're not able to sign in because we do have all your information correct. So you should not be getting that error. That way we can see what's going on, that way you're able to sign in, OK? Um, I can go ahead and take your payment over the phone.
[CUSTOMER][NEUTRAL] OK, yeah, she told me she put a ticket.
[AGENT][NEUTRAL] She did put a ticket, OK.
[CUSTOMER][NEUTRAL] OK, yes, she told me she put a ticket in and I should hear something within 48 hours.
[AGENT][NEUTRAL] OK, OK. All right, would you wanna go ahead and just make the payment that way you don't have to worry about that.
[CUSTOMER][NEUTRAL] Yes, I do, and I also, and is there any way I can set up an auto payment or or do I have to get my online first.
[AGENT][NEUTRAL] You, you have to get the online first because you have to schedule it because we do have your banking information in here. So yes, ma'am, but you are able to do that once you get set up. But yes, ma'am, that's definitely something that is doable once all that gets corrected. I apologize for the inconvenience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See and what invoice are you paying?
[CUSTOMER][NEUTRAL] Actually I think there's 3 of them. I'd realized I thought I said it on auto payment.
[AGENT][NEUTRAL] There is 3.
[CUSTOMER][NEUTRAL] Yes, I need to I need to pay all of them, so can we, can I just give you the bank information?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well for me to take it over the phone, I can only do it with a credit card. Like we've got your bank information already in here. So once your account is created, you can go online and schedule it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Within 48 hours unless now I can only take a credit card over the phone.
[AGENT][NEUTRAL] What's up to you. I can make a note that we talked and you wanna wait and schedule it if you don't want to use a credit card.
[CUSTOMER][NEUTRAL] OK, hold on just.
[AGENT][POSITIVE] Absolutely up to you.
[CUSTOMER][NEUTRAL] Let's do um
[CUSTOMER][NEUTRAL] Let's go ahead and do the credit card for that.
[CUSTOMER][NEUTRAL] Let's do the credit card for the last two and then I will, I will do the, the [PII] 1 if if she said I'll have an answer in 48 hours I'll do that one with the online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Absolutely. So for the April and May, I'm getting [PII] is the total.
[CUSTOMER][NEUTRAL] Tell me that amount hold on one more time.
[AGENT][POSITIVE] And I can do it again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do it again just to make sure I'm like.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, let me get.
[CUSTOMER][NEUTRAL] You want the credit card number?
[AGENT][POSITIVE] Yes ma'am, let me get this up. I gotta get to this great give me just a moment.
[AGENT][POSITIVE] All right, OK, yes ma'am. I'm ready for your card number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In your security code?
[CUSTOMER][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] And what is the uh the CV CVV code, the three digit security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, you broke up. What is it again?
[CUSTOMER][NEUTRAL] [PII] is that what you're asking?
[AGENT][NEUTRAL] Yes, ma'am. It is. I'm sorry. I, I have that.
[AGENT][NEUTRAL] Apologize. OK, so I'm gonna submit that for the [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect, deposit.
[AGENT][NEUTRAL] Go back and give me that card number again.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The security code, the three digit is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, and expiration is [PII].
[AGENT][NEGATIVE] I don't think that was my fault
[AGENT][NEUTRAL] Number, I'm sorry.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It, it took it. I apologize there. I, I put it 12 instead of 10. Would you like that, um, the, um, confirmation number for the payment?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] You just I can't hear you.
[AGENT][NEUTRAL] Yes, ma'am. I'm, I'm pulling up the confirmation number. Can you hear me now?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I just, there's there's like a lot of background noise. I'm not sure what that is.
[AGENT][POSITIVE] I apologize for that.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so that confirmation number, Ms. [PII], is gonna be 003901.
[CUSTOMER][NEUTRAL] 003901.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, and then I'll get something in the next 48 hours for them to fix the online correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. That is correct. Yes, ma'am. And then you can go online and schedule that payment for June, OK?
[CUSTOMER][POSITIVE] Alright perfect thank you very much.
[AGENT][POSITIVE] All right. You're welcome, [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] All right, thank you.