AccountId: 011433970860
ContactId: 1a903bed-f0b2-4db8-b6d8-a7cdfd6fda11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 604890 ms
Total Talk Time (AGENT): 266977 ms
Total Talk Time (CUSTOMER): 150252 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1a903bed-f0b2-4db8-b6d8-a7cdfd6fda11_20250605T20:32_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the Friends of King School out of [PII], and I was trying to use the uh online system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I understand that we had to go through creating an account. You're on a new platform or so forth, but anyway, I'm on trying to set it up, uh, set it up with group come to the second page, put my group number and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, other information it's asking for and then I try to go forward and it's telling me error with the information, uh, if it continues to call this number, so that's where I'm at.
[AGENT][NEUTRAL] OK. All right. Sure, I can assist you with that. Um, may I have the group number?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, the group number is 26016.
[AGENT][NEUTRAL] What is um see the address on file and the email address on file.
[CUSTOMER][NEUTRAL] OK, the address on file is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The email should be [PII].
[AGENT][POSITIVE] OK, that's great. um, what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's my direct line, but I don't know if that's what you have for the system up there.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah, that's what we have.
[AGENT][NEUTRAL] OK. All right, let's see.
[AGENT][NEUTRAL] Alright, let me see what's going on.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So everything seems to be correct. Um let me see what else could be wrong. And um the spelling of your name is [PII]
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] I mean I could get out of this and just start over and see if it'll go through.
[AGENT][NEUTRAL] Mhm. Yeah, we can do that. I'm just gonna go ahead. Yeah, we probably will have to do that, but I'm just gonna go ahead and try it in my end to make sure it's just not a
[CUSTOMER][NEUTRAL] If you think I should do that
[AGENT][NEUTRAL] random, um, probably it's just an error error which we don't have, um.
[AGENT][NEUTRAL] We cannot fix it we'll have to report it. So let me just go ahead and um check and see what it does to me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it did go through. OK, so let's go into the
[AGENT][NEUTRAL] Um, homepage and click on create account.
[CUSTOMER][NEUTRAL] OK, so we're gonna start over. Hold on a second, um.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Home page create your OS the account.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] And then I'm gonna click on group, is that correct?
[AGENT][POSITIVE] Group, that is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, and my group number 26016.
[CUSTOMER][NEUTRAL] 70117.
[CUSTOMER][NEUTRAL] OK, so with the phone number I had put our main number. Should I have put [PII]?
[AGENT][NEUTRAL] Yes, 2016.
[CUSTOMER][NEUTRAL] Oh, that might be why it didn't do.
[CUSTOMER][NEGATIVE] I know I got an error.
[AGENT][NEUTRAL] OK, so we put group number 26016. We put zip code [PII].
[AGENT][NEUTRAL] Um, we put the phone number [PII].
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] City, [PII] and you're separating the [PII] and [PII]? OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Um, the email address is your last name [PII].
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK, and the state is [PII]. OK. Mm, OK, so uh
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] You're on a computer?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what browser are you using?
[CUSTOMER][NEUTRAL] Uh, Google.
[AGENT][NEUTRAL] Oh, OK. OK. All right. Um, let's see.
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] OK, when um you went in to like go back, did you close and open the tab again or did you just use the same one you had opened in since the beginning when you try to use it the first time?
[CUSTOMER][NEUTRAL] I think I went back and got a new one, but I can try it again to make sure. Hold on a second.
[AGENT][NEUTRAL] Um, yeah, just make sure you close any other tabs you have open from the OSC from APL.
[CUSTOMER][NEUTRAL] Oh, just give me the hour.
[AGENT][NEUTRAL] You're giving you the error. OK, and the error, can you read out the error to me so I can write it down exactly how it appears?
[CUSTOMER][NEUTRAL] Yes, it says no user was found with the information that was entered.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so I'll have to go ahead and send.
[CUSTOMER][NEUTRAL] And if that, you know.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It says please try again if the error persists, please contact customer services number option 4.
[AGENT][NEUTRAL] OK, all right, so I'll have to send a request for a like a report on so they can go ahead and check and see if there's anything in the system stopping you from creating the account again. um, I check and just like view all the information that I can see and I don't see any problems that all the information you're giving me and you're putting in is the same one we have here. So I am gonna let them know that all the information is correct, that it's just not letting you go in to see if they can troubleshoot or to see what else they can do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so if they need to get in contact back with you, um, do you want them to give you a call back or send you an email?
[CUSTOMER][NEUTRAL] Uh, send me an email because I'm, I'm leaving for the day in about 10 or 15 minutes and I'll be back in tomorrow. So if they got an email that would be fine because I do try my email work from work at home, you know, that thing, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. That's perfect. OK. All right, so I'm gonna go ahead and put the email as a preferred contact, um, preferred contact. So uh I'll just go ahead and put all the information in and let them know that we tried everything and it's just still not working, so they can go ahead and troubleshoot, OK? And I do apologize for the inconvenience. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I, I just would just like to make notes that the reason is the bill's not paid because I can't get in.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Oh, yes, I can make a note that you're just trying to make payments, so the reason for this is to make
[AGENT][NEUTRAL] Immune
[AGENT][NEUTRAL] Pay. OK, I'll go ahead and notate that so they know they are aware that what you're trying to do and the reason you have not sent the payment just yet, OK?
[CUSTOMER][POSITIVE] Alright, I certainly appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling. Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Uh, so I'll get, I'll get an email if I need to, uh, a call back. I could be able to still have a number or.
[CUSTOMER][NEUTRAL] What I have to call this general number again?
[AGENT][NEUTRAL] Once they, uh, since I'm gonna use the email as a contact or call back you know uh contact information, so what they're gonna do is they they're gonna send you an email stating what what either they did or you need to do or what else can be done. So it's like they're gonna instead of a call they're just gonna go back and forth with the emails and see how they can fix this with you.
[CUSTOMER][POSITIVE] OK, not a problem. I certainly appreciate it.
[AGENT][POSITIVE] OK. Oh. You're welcome. You're welcome. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.