AccountId: 011433970860
ContactId: 2af88bdc-14a3-48cb-9e7c-5810652357e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528140 ms
Total Talk Time (AGENT): 113870 ms
Total Talk Time (CUSTOMER): 142294 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2af88bdc-14a3-48cb-9e7c-5810652357e4_20250604T13:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Texaco Schools, and we've been trying to pay our bill online for the last week and um it won't allow us to we can't get in.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] Oh, give me a minute, 13758.
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the group mailing address, uh, email address, and the callback number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And it should be [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you, ma'am and did y'all set up, um, create a new account on the online service center?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK, because you will have to create um.
[AGENT][NEUTRAL] A new online account since they did update our online service center.
[CUSTOMER][NEUTRAL] OK, OK, so when I like I go to the bill, the, the click here link that they and it gives me a log in I just have to create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I would be a group.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And go next and I give them my group number 13758.
[CUSTOMER][NEUTRAL] 881-35.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] And then once you've entered your information.
[AGENT][NEUTRAL] The next screen, um.
[AGENT][NEUTRAL] It will be like you're almost complete and then they will send a verification code that you would enter and then you'll be able to set up a password.
[CUSTOMER][POSITIVE] OK perfect please like in button.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I'm just waiting on that email to get sent.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then I just set up a new password?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Was it uh were you able to log on?
[CUSTOMER][NEUTRAL] Yeah, it's gotta send me another code to I guess finally get on so I just want to keep you in line and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't think this is where I need to be.
[AGENT][NEUTRAL] Oh, what does it say?
[CUSTOMER][NEUTRAL] I don't, I, I guess.
[CUSTOMER][NEUTRAL] Um, maybe that's it. I'm trying to pay the bill. I'm the company and I'm trying to pay the bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I guess it's just it looks all.
[CUSTOMER][NEUTRAL] I'm not 100% sure where.
[CUSTOMER][NEGATIVE] I'm supposed to go to pay this bill now.
[AGENT][NEUTRAL] Do you see any screens that open invoices and shows the invoice numbers, the amount and the bill date?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And see.
[AGENT][NEGATIVE] Oh, that's not a good number.
[CUSTOMER][NEUTRAL] Like I'm in the online service center is where it says I am.
[AGENT][NEUTRAL] OK, so you, I do show that you are active.
[AGENT][NEUTRAL] And does it show um I don't, I'm trying to see if they have any.
[AGENT][NEUTRAL] It's not it.
[AGENT][NEUTRAL] consultation.
[AGENT][NEUTRAL] Turn to
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if they have any.
[CUSTOMER][NEUTRAL] Invoicing there.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, so like I found a place under my group.
[CUSTOMER][NEUTRAL] You can go there's a place you can go into invoicing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I tried to click on the invoices but it won't allow me to, it gives me an error reading.
[AGENT][NEUTRAL] When you click on the invoice.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] When I click on the invoice number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It says action required after reviewing please submit oh well now it lets me see it it did give me a different error.
[CUSTOMER][NEUTRAL] OK, I think I can get there now. I've.
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][NEUTRAL] Work on figuring this out.
[AGENT][NEUTRAL] OK. And I'm trying to look and see if there was any.
[AGENT][NEUTRAL] Information that was sent or to pull up as far as.
[AGENT][NEUTRAL] The screen, so I would know what it looks like.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] OK, no, excuse me, yeah, um, OK, I will pull my stuff and look at this, and I will call back if I have any more questions.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Yes, ma'am. I'm so sorry.
[CUSTOMER][POSITIVE] I do appreciate your help very much though.
[AGENT][POSITIVE] Alright, you're welcome and thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah you too bye.
[AGENT][NEUTRAL] Bye.