AccountId: 011433970860
ContactId: 214431b7-00d2-468d-bb95-e9ff2bb7a16c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317739 ms
Total Talk Time (AGENT): 153769 ms
Total Talk Time (CUSTOMER): 152578 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/214431b7-00d2-468d-bb95-e9ff2bb7a16c_20250604T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh oh, it sounds like a robot. I didn't hear anything.
[AGENT][NEUTRAL] Oh my goodness, OK, is that better?
[CUSTOMER][POSITIVE] Oh yes, that's better.
[AGENT][NEUTRAL] OK, this is [PII] in the group billing department. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, hey [PII], um, this is [PII] on the care team. I have a um group admin on the other line that's trying to make a payment, of course, online is all crazy, so she wanted to know if she can make it on the phone.
[AGENT][POSITIVE] Happy.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Yes, what's the group number? I don't know why my thing is so bad. I'm sorry. Is that much better?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][POSITIVE] OK, good, dear.
[CUSTOMER][NEUTRAL] Yes, it does. You're getting louder as you as you talk, so it's coming up because you were sounding low before.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] OK, thank you, sweetheart. What's your group number?
[CUSTOMER][NEUTRAL] It's 9382.
[AGENT][NEUTRAL] OK, and this is for.
[AGENT][NEUTRAL] Center Academy. Am I talking to [PII]?
[CUSTOMER][NEUTRAL] Centerville. Yes, yes.
[AGENT][NEUTRAL] OK. Do I need to verify anything? Did you verify everything, sweetie?
[CUSTOMER][NEUTRAL] No, she's verified.
[AGENT][POSITIVE] Oh you're so good. Thank you.
[CUSTOMER][NEUTRAL] And I have the invoice number if you need it.
[AGENT][NEUTRAL] Get it pulled up real quick on the OSC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh my goodness, come on.
[AGENT][NEUTRAL] OK, what's the invoice number?
[CUSTOMER][NEUTRAL] It is 639-1691.
[AGENT][POSITIVE] OK, I'll take care of it. Thank you so much. You have a good afternoon.
[CUSTOMER][NEUTRAL] You're welcome. You too, [PII]. Hold on one moment.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][POSITIVE] Uh-huh, uh-huh. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. You're welcome.
[AGENT][POSITIVE] Hey, good afternoon, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][POSITIVE] I'm doing well, thank you so much for asking. I appreciate that. You want to make a payment over the phone for your invoice for June? OK.
[CUSTOMER][NEUTRAL] I do yeah I normally pay online but um we're having some issues getting our account logged in so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, has anybody tried to help you with that yet? I can, OK, well, I can go ahead and take your payment.
[CUSTOMER][NEUTRAL] I was just wanting to go ahead and pay.
[CUSTOMER][NEUTRAL] Yeah, the little girl that just transferred me, she um, she said it's the, it's a new website and then we had to create another account and then whenever I went to try to log into it it's, it's asking me to send another verification code so.
[AGENT][NEUTRAL] She did? OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Anyway, I just wanna go ahead and get it paid and maybe next next month it'll be better.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am. I understand. You wanna make the full payment of the 62236. Is that right?
[CUSTOMER][NEUTRAL] Uh-huh, mhm.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][POSITIVE] All right. I'll be, I'm ready for your card number, call in when you're ready.
[CUSTOMER][NEUTRAL] Do we have to do it by card or can I do it by um check?
[AGENT][NEUTRAL] That's just the only way I can take it over the phone is with a credit card.
[CUSTOMER][NEUTRAL] Oh, OK, I might have to send a check then because um the way our system is set up it's already been put in as a check.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, OK. I got what you're saying.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I wonder, um,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me get, let me go look at something real quick. Maybe I can help you with that. So you went through the process and it got you to the verification code. Is that correct?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, I, it said that my new account had been created.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then whenever it says verification is necessary, click the send button it has my email address already pre populated in the thing so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you check your spam or junk folder to see if it came there?
[CUSTOMER][NEUTRAL] So I sit
[CUSTOMER][NEGATIVE] No, I keep getting the code, but it doesn't give me the option to put in my password or anything like that.
[AGENT][NEUTRAL] But it did send it to your email, right? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me try to.
[AGENT][NEUTRAL] Ticket for it to see what's going on. She said she already verified all your information, so all that's correct. It's gonna have to be something going on on our end with the OSC. What, um, let me get your callback number so I can send that, uh, a ticket, and let's get this taken care of if you wanna and you should hear something within 24 hours calling, um, but let me get your, let me get your callback number and I'll have them check on this for you, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and I'll give them this [PII] [PII] email address as well, OK?
[AGENT][NEUTRAL] And we
[CUSTOMER][NEUTRAL] Yeah, and that's [PII], right?
[AGENT][POSITIVE] Yes, yes, ma'am. That's what I got. Thank you.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] Yeah, and I'll put this in. You're welcome, [PII]. You have a great afternoon, OK?
[CUSTOMER][POSITIVE] Oh, OK, thank you. You too. OK, bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.