AccountId: 011433970860
ContactId: 349a0ee2-4375-45b4-94f5-39e19ddd193f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 676780 ms
Total Talk Time (AGENT): 220820 ms
Total Talk Time (CUSTOMER): 281393 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/349a0ee2-4375-45b4-94f5-39e19ddd193f_20250603T22:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm trying to pay online and um I have it saved in everything like my username and password, but right now um it's an email address instead of username and I'm like confused like I feel like this is the way I always log in with a username and not an email and then I go to put my email and it says you know that I don't have an account or something like that.
[AGENT][NEUTRAL] Yes ma'am, um, we have a new online service center so um if, if you will, uh, give me your name and your group number I'll be able to help you navigate through setting up your, your, your new account.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that'd be, that, that'd be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, my name is [PII]. And um let me pull up my, um,
[CUSTOMER][NEUTRAL] My, my card number or my account number, 1 2nd.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, Ms. [PII],
[AGENT][NEUTRAL] Are you, you're calling for a group, is that correct? And not, you're not just, OK, that's what I thought, right, yes, I'll need your group number, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let's see 80057.
[AGENT][NEUTRAL] OK, let me pull up your group real quick and we'll need to verify everything on your group to make sure that we have everything correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because it all has to match the new online service center. OK, Ms. [PII], can you give me your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also verify the physical address for your group.
[CUSTOMER][NEUTRAL] Yes. Um,
[CUSTOMER][NEUTRAL] I believe it is [PII].
[CUSTOMER][NEUTRAL] [PII]. If not, I have another address.
[AGENT][NEUTRAL] It looks like it's the one on [PII].
[CUSTOMER][NEUTRAL] Yes, OK, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can you also verify your phone number for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you and is that a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. All right, so what I'm gonna have you do.
[AGENT][NEGATIVE] It just get completely out of your browser.
[AGENT][NEUTRAL] Go back in and I want you to put in [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it, uh-huh.
[AGENT][NEUTRAL] And when you get to the um welcome screen, let me know.
[CUSTOMER][NEUTRAL] OK, I'm here.
[AGENT][NEUTRAL] OK, so where it says log in right underneath in blue you'll see create your OSC account.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You'll need to um click on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna choose group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna click next. Yes, ma'am.
[CUSTOMER][NEUTRAL] Next,
[AGENT][NEUTRAL] Now this new online service center you will be signing in with your group number now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the and then the password that you set up for it. So if you wanna fill in the rest of the information.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I'll press next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then it says complete your account set up, press continue.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it says verification is necessary so I'm gonna put my email.
[AGENT][POSITIVE] Yes ma'am, and you'll use the one that you gave me.
[CUSTOMER][NEUTRAL] Uh, now,
[CUSTOMER][NEUTRAL] OK, send verification code.
[CUSTOMER][NEUTRAL] Let me see what it is.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK, and then I'll press verify code.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I'm gonna choose my own password.
[CUSTOMER][NEUTRAL] Uh, what, what do I put for display name?
[AGENT][NEUTRAL] It, it could be whatever you want it to be. It could be your um group name, it could be your name.
[CUSTOMER][NEUTRAL] OK. I'm gonna press continue. OK, Safe password. Um, I agree, I agree. Continue.
[CUSTOMER][NEUTRAL] OK, your account has been successfully created, so let me make sure I can log in.
[AGENT][NEUTRAL] Yes ma'am and it may have you um do the verification process again because you're logging in for the first time, so don't be surprised by that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, thanks, um, let me oh.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's kind of just showing me around.
[CUSTOMER][NEUTRAL] Um, OK, so I just wanna make sure I know where to pay.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where do I go to pay?
[AGENT][NEUTRAL] Uh, you're gonna go to your invoices and you should be able to click on your invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, where would I, where would that be invoices?
[AGENT][NEUTRAL] Uh, if you go to dashboard, is it showing you, um, invoices?
[CUSTOMER][NEUTRAL] Mm, hold on now, it's like loading again.
[AGENT][NEUTRAL] Or even my group.
[CUSTOMER][NEUTRAL] I didn't
[CUSTOMER][NEUTRAL] Let me try my group because I didn't see it.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I'm being a little bit slow now cause I, I pressed back and
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, it can be a little slow thinking sometimes it we just opened it yesterday was the first day for the new online service center.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I hope
[CUSTOMER][NEUTRAL] Let's see, it's still loading. I think what happens is I, I pressed back by accident and now I kind of, kind of confused it or something, but um yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] I made it think too hard.
[CUSTOMER][NEUTRAL] Um, OK, OK. Oh, invoicing, OK, let me see. I just wanna make sure it says due to scheduled maintenance, the ability to download your invoices unavailable at this time for assistance, please.
[CUSTOMER][NEUTRAL] Um, email our billing team, but, um, hold on a second, but hold on a second, because then it says please review and submit the invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, all right. So it may have given it to you. I know they've been doing some work on it.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Next, hm, it says application error. Uh, would you be able to take payment over the phone or?
[AGENT][NEUTRAL] Um, I can't now because our office closed at [PII]. Um, but,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you wanna call back first thing in the morning just let whoever answers the phone know that um and you could try to get back in again first because they might be doing some maintenance overnight.
[AGENT][NEGATIVE] But try to get back in in the morning and if it's still giving you the same error, call the same phone number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh, ma'am, I'm so I'm so sorry to cut you off. I think it's gonna let me pay. Oh no error.
[AGENT][POSITIVE] Yay! Good.
[CUSTOMER][NEUTRAL] 00, no, no, no, sorry, no, it says error, it says error, but um, but yeah, but, but, but yeah, I'll try first thing I'll, I'll check again online and then if not I'll give you guys a call, uh, first thing in the morning.
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][POSITIVE] Sounds perfect.
[AGENT][POSITIVE] Yes, ma'am. And if it doesn't let you do it, then you're welcome. I hope you have a wonderful night, Ms. [PII], and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[CUSTOMER][POSITIVE] OK, thank you. I hope you do too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye