AccountId: 011433970860
ContactId: 239ca0b2-0e48-4885-8586-6fc61b6b7cd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 703609 ms
Total Talk Time (AGENT): 193468 ms
Total Talk Time (CUSTOMER): 206066 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/239ca0b2-0e48-4885-8586-6fc61b6b7cd1_20250603T22:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, good, uh, good afternoon. I am calling because um I have an account with you guys and I'm trying to make a payment for my bill, but, um, I have always gone online and I put my username and password which I thought I had saved in my computer but it's not and now I for some reason I cannot log in.
[AGENT][NEUTRAL] OK, all right. I can help you with the online service center.
[CUSTOMER][NEUTRAL] I'm not sure if that. It seems like something has changed.
[AGENT][NEUTRAL] Yes ma'am, um, we have a new online service center now and I can help you navigate through it. Can you please give me your name and your group number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] Group number 80046.
[AGENT][NEUTRAL] OK, and here let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII]. Can you please verify your email address for me?
[CUSTOMER][NEUTRAL] Uh, OK, I have two email addresses. I don't know which one I'm using with you guys, and I tried putting in both, and it says it does not, it's not, I don't know, like it's not connected or something, so I have [PII].
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, we have a different one. Go ahead. Yes, ma'am.
[CUSTOMER][NEUTRAL] Or I have another one. OK, [PII].
[AGENT][NEUTRAL] OK, and that's the one that we're showing on file and can you please verify your street address and your phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The business address, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then one last thing, can you verify the phone number for the business that we have on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] no I'm sorry yes [PII].
[AGENT][NEUTRAL] Yes ma'am, that's correct. OK, so what I'm gonna need um for you to do is get completely out of your browser, go back in and type in secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank.
[CUSTOMER][NEUTRAL] The cure?
[AGENT][NEUTRAL] Secured with a D on the end, [PII] [PII] [PII] [PII]
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm in here now.
[AGENT][NEUTRAL] And then let me know when you get to the welcome screen.
[CUSTOMER][NEUTRAL] OK, I'm in here.
[AGENT][POSITIVE] Welcome to the awesome. OK, so under.
[CUSTOMER][NEUTRAL] Yes, it said log in or create account.
[AGENT][NEUTRAL] You're gonna create your OSC account. You've got to recreate it because it's a new platform.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so what am I a provider?
[AGENT][NEUTRAL] No, you, you are the group.
[CUSTOMER][NEUTRAL] What are you sure?
[CUSTOMER][NEUTRAL] For a group group, OK.
[AGENT][NEUTRAL] Right, yes, yes.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And now in the online service center you will use your email address, the one that you gave me [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're going to use your group number now to sign in.
[CUSTOMER][NEUTRAL] OK, I already did all that hit continue complete account set up.
[CUSTOMER][NEUTRAL] Sending me another verification code.
[AGENT][NEUTRAL] You've already got the big, the um verification code?
[CUSTOMER][NEUTRAL] No, not yet.
[AGENT][NEUTRAL] OK, yeah, it takes a little bit for it to get to your email.
[AGENT][NEUTRAL] I think you're gonna like the new online service and though it's really nice. It's a little, it's a little easier to navigate through.
[CUSTOMER][NEUTRAL] We'll see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Almost there.
[AGENT][POSITIVE] Yes, ma'am. That's fine. I'll stay on the line with you. I want you to feel comfortable, so I'll stay here until you tell me your, you've got it yourself.
[CUSTOMER][NEUTRAL] Asking me to log in again and get another verification code. That is how many codes. I already created the password and everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna use your group number for your.
[AGENT][NEUTRAL] Instead of using your uh username before now it's your group number.
[CUSTOMER][NEUTRAL] Oh, but it's asking me for email verification like how many times I'm gonna verify the email?
[CUSTOMER][NEUTRAL] When I hit log in I got out and when I hit log in it's asking me again to verify the email.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like making
[CUSTOMER][NEGATIVE] Not doing anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you get the 2nd verification code yet?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Reply code continue.
[CUSTOMER][NEUTRAL] OK, I'm in, I guess, hopefully.
[AGENT][POSITIVE] Awesome, yay.
[CUSTOMER][NEGATIVE] I hope I don't need to set up my bank account and all that again, or do I have to?
[AGENT][POSITIVE] It should have it in there for you.
[AGENT][NEUTRAL] If not, then you will have to just put it in yourself.
[CUSTOMER][NEUTRAL] OK, I, oh no, this is.
[CUSTOMER][NEGATIVE] What happened here? It's like it locked me out again and I now it took me to like create a new account.
[CUSTOMER][NEGATIVE] I don't know why it's like this.
[CUSTOMER][NEGATIVE] Oh, it locked me out. It took me out again. I couldn't even see.
[CUSTOMER][POSITIVE] Oh, my connection seems to be OK.
[CUSTOMER][NEUTRAL] What was the website? Let me go back in my history see if I see here.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It will secure something, right?
[AGENT][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, it's taking me to the.
[CUSTOMER][NEUTRAL] Welcome center.
[AGENT][NEUTRAL] Now since you've set it up you should be [PII]e just to log in now.
[AGENT][NEUTRAL] If it
[CUSTOMER][NEGATIVE] No, actually when I open it it went uh to the log in page but it's like loading nothing is coming up but I'm already inside.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I'm in dashboard and I can see some things.
[CUSTOMER][NEUTRAL] But then if I want to keep looking, let's say in my group, then it goes like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, now I see invoicing that's what I wanted to get I think I'm getting that it's just that it's very slow.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] But I, I think I'll get it this time, hopefully I don't need to, I can figure out the payment part.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. You're so welcome. I hope you have a beautiful night, Miss [PII]. Thank you very much for calling APL.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][POSITIVE] Thank you, thank you, you were very helpful.
[AGENT][NEUTRAL] Um bye bye.
[AGENT][POSITIVE] Thank you, ma'am. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.