AccountId: 011433970860
ContactId: 3c101ca1-a202-4922-80c5-d8f4c80285dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702340 ms
Total Talk Time (AGENT): 247552 ms
Total Talk Time (CUSTOMER): 203958 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3c101ca1-a202-4922-80c5-d8f4c80285dc_20250623T17:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and for billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I am trying to access the online portal and I'm having um problems getting logged in. Is that something you can help me with?
[AGENT][NEUTRAL] I can help you with that. And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], and what's a good callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Excuse me. Thank you. And what's the
[AGENT][NEUTRAL] Your group number.
[CUSTOMER][NEUTRAL] It's 26412.
[AGENT][NEUTRAL] 26412.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], and can you verify the address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Thank you and can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Well, I'm the one who gets the emails about the billing so I'm assuming that it's mine, although I tried to put that into log in and it didn't like it, but it's [PII].
[AGENT][NEUTRAL] OK, thank you so much and you're calling because you're trying to get online and it's not letting you, OK.
[CUSTOMER][NEUTRAL] Yeah, it sounds as if um another individual in my department normally pulls the billing off the site and she was having problems as well and it said that um the site was revamped and that the groups would need to recreate their accounts is that correct?
[AGENT][NEUTRAL] That is correct. And you would be the one to, you would have to be the one to do that. Um, let me see real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but it's not letting me because when I go to log in it asks for my email address, but previously when I logged in I did not use an email address.
[AGENT][NEUTRAL] You'll have to, well, now right, and now it is the email address so um you will create a new account.
[CUSTOMER][NEUTRAL] I used a user name.
[CUSTOMER][NEGATIVE] But it doesn't like it.
[AGENT][POSITIVE] OK. I can still help you. OK, I can still help you. That's not a, that's not a problem. Um.
[CUSTOMER][NEUTRAL] Yeah, I tried that too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll go to create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you go to fill the information that you're gonna enter just enter the required.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so I'm gonna click on.
[AGENT][NEUTRAL] The ones in the asterisk.
[CUSTOMER][NEUTRAL] So I'll click on group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then next, so put in group number?
[AGENT][NEUTRAL] Yes, just the required information, not nothing more.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, OK, and then I presume it'll just be my email.
[CUSTOMER][NEUTRAL] Yeah it looks like that's the only other thing that's required, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It says air
[AGENT][NEUTRAL] Is it asking for a verification code?
[CUSTOMER][NEGATIVE] No it just says error it says the information that was entered um no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] I put in 26412 for the group number and the email of [PII].
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] I don't know if they're having troubles and we've had call after call today so.
[AGENT][NEUTRAL] It may be.
[AGENT][NEUTRAL] I don't know why it would say that should be asking for a verification code because.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me go back.
[AGENT][NEGATIVE] Oh, that's not right.
[CUSTOMER][NEUTRAL] Unless it's emailing it to the bank's old email address which was.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. It should be coming to your um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should be the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Might want to refresh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to be on the safe side.
[AGENT][NEUTRAL] Umm
[AGENT][NEGATIVE] It's weird that it's not loading. I mean it should have asked you for a code.
[CUSTOMER][NEUTRAL] No, I mean, I guess I could um.
[CUSTOMER][NEUTRAL] I could delete my history, I guess.
[AGENT][NEUTRAL] Yes, that's that your browser history would be.
[AGENT][NEUTRAL] That was my next thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm trying to, I, I do apologize. I am trying to.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] They would the
[AGENT][NEUTRAL] Issue would be.
[CUSTOMER][NEGATIVE] Yeah I'm still getting an error.
[AGENT][NEUTRAL] And where are you getting that error at? At what point?
[CUSTOMER][NEGATIVE] So I put in the the group number and the email and click next and it pops straight up and it says no user was found with the information that was entered please try please try again.
[CUSTOMER][NEUTRAL] And I think yeah there's nothing else that's required there.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And there's no other, make sure. Let me say something real quick.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK just a moment. I'm, I'm double checking everything on my end to make sure.
[AGENT][NEUTRAL] OK. If you can.
[AGENT][NEUTRAL] If you can just send us an email.
[AGENT][NEUTRAL] With that, I mean, take a screenshot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And send us an email with that and um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and who should I email that to?
[AGENT][NEUTRAL] That would be care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, I can do that.
[AGENT][POSITIVE] All right. I do apologize for the inconvenience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sure I'm probably.
[CUSTOMER][NEUTRAL] I'm probably not the only one.
[AGENT][NEUTRAL] No, ma'am. No, ma'am. You're not. I, I, I mean.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEGATIVE] No, ma'am. You're not.
[AGENT][NEUTRAL] We have had, but I mean, I, I've been able, everybody else has been and that I've talked to, or a couple that I've talked to has been able to um get online right there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, um, have you cleared your cash account too?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I, I did, yeah, and I just cleared it again, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, so I'll just, I'll just take a screenshot of this and I'll send it in. So do I need to put like the group number or anything in like the email? OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, please, yes, that always helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. I will send that right now.
[AGENT][NEUTRAL] OK [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not really, we just really need to get in so we can pay the bill, so OK.
[AGENT][POSITIVE] I understand and I do appreciate that and I do apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's OK, yeah, thank you for trying.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] All right, [PII]. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too, yeah, bye bye.
[AGENT][NEUTRAL] All right, bye bye.