AccountId: 011433970860
ContactId: 1d97f46e-b1a8-419d-a81d-12586cdcba5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330450 ms
Total Talk Time (AGENT): 149422 ms
Total Talk Time (CUSTOMER): 154698 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/2025/06/06/1d97f46e-b1a8-419d-a81d-12586cdcba5b_20250606T17:57_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] Hi, my name is [PII], and I'm calling with Central Elevator in [PII]. I am trying to access our bill online so I can pay it, and, uh, it looks like maybe the signing process has changed because now it's just asking for an email instead of a username and I have all of that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it's not going through.
[AGENT][NEUTRAL] OK, sure. I can assist you with that. And uh may I have your name, uh well, I got your name. May I have the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, it's 237.
[CUSTOMER][NEUTRAL] 83.
[AGENT][NEUTRAL] OK, and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the address on file and the email address on file?
[CUSTOMER][NEUTRAL] Uh, the address is [PII]. And what was the other thing you asked for?
[AGENT][NEUTRAL] Do you, do you know the email address on file?
[CUSTOMER][NEUTRAL] The email address? Yeah, it should be uh [PII].
[AGENT][NEUTRAL] OK, no, that's not the one we have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, so basically what happened is on Monday, uh, um, our system changed, the OSC system changed, and everybody needs to go in and create the account again. Um, so it looks like we have a.
[CUSTOMER][POSITIVE] Oh, that's always fun.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Well looks like we have [PII] as the contact of the admin person in contact, um, so she needs to go in and just, yeah, she needs to register and go ahead and get everybody set up on the account again.
[CUSTOMER][NEUTRAL] Well, that's the owner's wife.
[CUSTOMER][NEUTRAL] Well she's not here.
[CUSTOMER][NEUTRAL] They're out of town. I need to get, I wanna get this paid.
[AGENT][NEUTRAL] OK, can you make
[CUSTOMER][NEGATIVE] I have my own user name and log in so I don't understand why I can't be able to just do that.
[AGENT][NEUTRAL] It is, it's, it's not gonna, it's like everything erased, so everything needs to start all over again and the only one that can set it up is the main contact person. Uh, I also have, I think [PII] is she available?
[CUSTOMER][NEUTRAL] Do you have who?
[AGENT][NEUTRAL] Maybe she can. [PII]?
[CUSTOMER][NEUTRAL] She hasn't worked here in 2 years. I should, I should be on the account. I know that [PII] called and added me on the account.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like 2 years ago when [PII] retired.
[AGENT][NEUTRAL] Mhm yeah it looks like you were added to the online service center which I do see the information where you were added to the online service center but you're not added on the account as the main admin uh not being a main admin I'm not gonna be able to just give you the information to register.
[CUSTOMER][NEUTRAL] OK, so she is going to have.
[AGENT][NEUTRAL] Yeah, only the main.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Do what? Your phone is like, I'm only picking up like every other syllable that you're saying your phone's cracking really bad.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Um, that's OK. Um, so what will [PII] have to do?
[AGENT][NEUTRAL] You just need to go to our website and click on create account and create the account again and just add you to the group so you can get access to it.
[CUSTOMER][NEUTRAL] OK, well what if she doesn't know what address that she had?
[AGENT][NEUTRAL] It's gonna be her email.
[CUSTOMER][NEGATIVE] Yeah, I don't know that I'm not confident that she would even know that.
[AGENT][NEUTRAL] She can call us and we can give her that information if she don't remember.
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well they're out of town until next week and so this might get be late getting paid and that's on you all, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Um, I can go ahead and make a note that you're trying to make a payment so they'll be aware of what's the issue. Um, but we also have over the phone payment if you need to make a payment over the phone, you can with a credit card.
[CUSTOMER][NEUTRAL] I'm not doing that.
[AGENT][NEUTRAL] OK, I'll go ahead and make it out.
[CUSTOMER][NEUTRAL] I'll pay it next week.
[AGENT][POSITIVE] OK, I'll go ahead and make a note for you. I'll go ahead and make a note. OK. Is there anything else I'm help with today? OK, I'm sorry.
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I heard you that time.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][POSITIVE] No, right, well thank you.
[CUSTOMER][NEGATIVE] Yep, that's that, you know what that is, that is really bad, bad etiquette bad form for APL, which I've not been impressed with this company at all personally, but you all change how you're doing something you didn't notify us and now because the person whose name that's on file that has nothing to do with the account isn't here to tell you to have add the person that is I can't give you your your money and and do our transaction but OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We'll do it next week when she gets back if I can get her in here for 5 minutes, which I don't know that I can.
[CUSTOMER][POSITIVE] So very good.
[AGENT][NEUTRAL] Uh, all right, I'll go ahead and make a note, OK?
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.
[AGENT][POSITIVE] Have a good day.