AccountId: 011433970860
ContactId: 22fa9d8e-0509-42cb-b63d-ac01ad42dcae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241229 ms
Total Talk Time (AGENT): 84619 ms
Total Talk Time (CUSTOMER): 102831 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/22fa9d8e-0509-42cb-b63d-ac01ad42dcae_20250602T18:53_UTC.wav
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[CUSTOMER][NEUTRAL] Uh, not yet, no.
[AGENT][NEUTRAL] Hello this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch that last part.
[AGENT][NEUTRAL] My name is [PII] with APL Group billing. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah I am just trying to get to my online account to make a payment for my bill and when I go to log in it is um asking for an email address and we I've never had an email for log in before it's always just been uh like a username and password.
[AGENT][NEUTRAL] OK, what is your um grade number, ma'am?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My what?
[AGENT][NEUTRAL] Your group number, can you give me that? Uh, it was for uh.
[CUSTOMER][NEUTRAL] It's yep 261.
[CUSTOMER][NEUTRAL] It's 261-44.
[AGENT][POSITIVE] Thank you, ma'am. Tell me your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. What's the name of the group, [PII]?
[CUSTOMER][NEUTRAL] Uh, Danzer Inc.
[AGENT][NEUTRAL] The and can you verify the address for me?
[CUSTOMER][NEUTRAL] Um, our billing address is [PII].
[AGENT][NEUTRAL] Yes ma'am, thank you so much, [PII] for verifying the information. OK, yes ma'am, we did do an update to our online service center over the weekend. It should prompt you to, to, um, to log back in again. Do you see the steps to do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I mean, I'm at the, I'm on the welcome a online services center and when I go to log in it, you know, APL sign in it wants an email address and a password, but I don't know what email address and password we're supposed to use because we've never had an email address and password.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, it should be, let me check something real quick. I mean, give me just a moment, OK? I wanna make sure I give you the right information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean there's a button that says create your OSC account. Do I need to create an account, a new account?
[AGENT][NEUTRAL] Yes, ma'am, try that. I'm trying to see if we have a previous email on file for you guys. Let me look.
[AGENT][NEUTRAL] OK, and we do have, I do see where you had a past email, um, it was [PII].
[CUSTOMER][NEGATIVE] Yep, I've tried to I tried to use that with my password but it's not letting me in.
[AGENT][NEUTRAL] OK, is it, is it letting me in putting that as the username?
[CUSTOMER][NEGATIVE] No, it doesn't even a username option. It's an email address.
[CUSTOMER][NEGATIVE] And I'm trying again, yeah, it says we can't find your account when I go with my.
[CUSTOMER][NEUTRAL] Um, just my username which is just [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the password, it's like you can't do it, please enter a valid email.
[CUSTOMER][NEUTRAL] So it's just, I just don't know how.
[AGENT][NEGATIVE] OK, um, can you hear me OK? I'm having a bad connection. Can you hear me OK?
[CUSTOMER][NEUTRAL] I mean it's it's kind of muffled a little bit but I don't know if it's my phone or.
[AGENT][NEUTRAL] It very. What's your, what is your callback number? I'm gonna try to call you right back and see if that's better. What is your callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]. OK, is that gonna reach you directly, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, [PII]. Let me call you back, OK? I appreciate that.
[CUSTOMER][NEUTRAL] OK, alright, I'll hang up.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, thank you, [PII].