AccountId: 011433970860
ContactId: 480ad607-4775-45ea-8cc1-01603e3ce33e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1000880 ms
Total Talk Time (AGENT): 239761 ms
Total Talk Time (CUSTOMER): 350435 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/480ad607-4775-45ea-8cc1-01603e3ce33e_20250616T13:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi there. Um,
[CUSTOMER][NEGATIVE] I'm having difficulty logging into the account ever since you guys did the change over and um I called on Friday and um someone tried to assist me we changed um my email and um both emails were trying to, the system was trying to send me a verification code to the previous email I had then we switched it to a new email and still verification codes don't come in and I'm not able to log in and I need to issue payment.
[CUSTOMER][NEUTRAL] Oh, that's it, that's it in a nutshell.
[AGENT][NEUTRAL] OK, let's start with your group number.
[CUSTOMER][NEUTRAL] Oh, OK, and that is 17506.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, and can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], and it is Archimedean Academy.
[AGENT][POSITIVE] Perfect, thank you. And who am I speaking with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty, [PII], what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. I'm remote, so the number you have there is the actual um school number.
[AGENT][NEUTRAL] OK, alright, let me take a look at this and see what we got going on, bear with me, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What is this system doing?
[AGENT][NEGATIVE] Not even letting me click on anything.
[AGENT][NEGATIVE] OK. This is gonna be a problem.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, apparently [PII] is the year that every single company decided to change their web platform, and I am experiencing this with everybody.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, let me
[AGENT][NEUTRAL] It might be that our system.
[AGENT][NEGATIVE] Is having an issue.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Um, do you usually pay, um, OK, let me, let me, do you usually pay with the online service center?
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Well, here's the thing, the lady that I spoke with on Friday.
[CUSTOMER][NEUTRAL] Yes, I usually pay uh EFT on the online service center, um, but, um, I can't issue, um, an ACH or EFT over the phone with you, so I would have to have the um CEO give you guys a call and do it with a credit card because it's my understanding you only accept credit cards over the phone and I can't issue payment on the website so.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright let me.
[AGENT][NEUTRAL] browser history, OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] OK, I'm gonna delete my data.
[AGENT][NEUTRAL] OK, let's see if that works.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh that's
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I see it
[AGENT][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] Still doing it.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Having to clear my browser history for it to.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, let's try this.
[AGENT][POSITIVE] Here we go
[AGENT][NEUTRAL] 6.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm on the computer right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That works there. Let's see what's going on here and I've got the email accounts payable at.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Uh, that is correct.
[AGENT][NEUTRAL] OK, so let's, let's try this. Let's, um, let's walk, let's go through it together. Go to go to the secured um and public website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And let's try doing it together.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I am there so do you want me to click on log in or create your OSC account because where I am stuck is creating the account.
[AGENT][NEUTRAL] OK, yes, let's create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's group, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 17506.
[CUSTOMER][NEUTRAL] 331-83.
[CUSTOMER][NEUTRAL] Oh, you would think I know the phone number for the company by heart. Hang on a second, I do not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a sec.
[CUSTOMER][NEUTRAL] Uh, I don't ever use it, so, OK, oh there it is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So [PII] and it's [PII].
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] OK, um, hang on, I'm having, there we go, a little slow today.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[CUSTOMER][NEUTRAL] Hi C uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] On a comedian.
[CUSTOMER][NEUTRAL] Same thing everywhere. Same me.
[CUSTOMER][NEUTRAL] It's the same thing. Um, it's the same error message. um claim not verified email address. It's the same error message. The email address is correct. [PII]. Um, we switched it to this because it wouldn't take my actual email, which is [PII].
[CUSTOMER][NEUTRAL] And and and this is the exact error message that we got the last time.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] We changed the email and here we are. I have no more emails to change it to. These are the only two emails that I have my personal one and the accounts payable one that comes to me. I don't know what the issue is. It's very, I'm sorry, I'm so frustrated because this is happening everywhere.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] uh
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Check to see if you got a verification code.
[CUSTOMER][NEGATIVE] No, that's the point that I'm at when I click send verification code, it says claim not verified and then in brackets it says email address, so it doesn't send me the verification code. This is where I stop all the time.
[AGENT][NEUTRAL] OK, and yeah, I, I understand what you're saying. I'm, I'm just, I, yeah, I'm doing it on my end.
[CUSTOMER][NEUTRAL] Oh wait, hang on, hang on, hang on, hang on, hang on, hang on, hang on. I something came in. OK, OK, something just came in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is it? 71?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I'm dyslexic. 439. I apologize. That was such a sorry 439. 0, sorry.
[AGENT][NEUTRAL] 439.
[AGENT][NEUTRAL] All right. OK.
[AGENT][POSITIVE] Alright, bear with me. I'm gonna finish setting it up on my end for you.
[CUSTOMER][POSITIVE] Bless your heart, thank you. Hello.
[AGENT][POSITIVE] All right, we agree, we agree.
[AGENT][NEUTRAL] Alright, so, um, go back to the login screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll click on log in.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you'll put your that email address in.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the password that you're gonna use for now?
[CUSTOMER][NEUTRAL] OK, let me go.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Or let me. Is the word password with a [PII]
[AGENT][POSITIVE] The number [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And an exclamation mark.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then.
[AGENT][NEUTRAL] And click log in.
[CUSTOMER][NEUTRAL] OK, and now it says verification is necessary, please click send button.
[AGENT][NEUTRAL] Yes, send, send another verification.
[CUSTOMER][NEUTRAL] So, OK, let's try.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And it might just take a second for it to come through. You may want to refresh your mailbox.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Not yet.
[AGENT][NEGATIVE] It's Monday. The system's just gonna be slow apparently.
[CUSTOMER][NEUTRAL] Yeah, don't worry about it. OK, 746-38674638.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It appears.
[CUSTOMER][NEUTRAL] That I am in.
[CUSTOMER][NEUTRAL] But let me make sure that I can.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is a new setup.
[CUSTOMER][NEUTRAL] So we're now that I have you on the phone, um.
[AGENT][NEUTRAL] Mhm. So once you're, once you're logged in, let me scroll down to what it looks like right log in, another verification, yes, OK, so you're on your dashboard, so you'll click on.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, let's see, what, where to go, um.
[AGENT][NEGATIVE] All right, that's the wrong.
[AGENT][NEUTRAL] That's one. Let me go back [PII]. OK, um, yeah, yes, you should be able to click on my group and it'll say scroll down too far, um, invoicing, click on my group and invoicing.
[CUSTOMER][NEUTRAL] My who?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoicing, OK then.
[CUSTOMER][NEGATIVE] OK, and then, uh, got it click on the invoice unable wait unable to find the invoice you're looking for, right? That's not good, um, invoicing, right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Is it this one?
[CUSTOMER][NEUTRAL] Well, no, uh, uh, [PII] here it is. I click on the invoice number and let's see if it.
[CUSTOMER][NEUTRAL] Doesn't give me the error message this time. OK, now got it submit invoice ACH.
[CUSTOMER][POSITIVE] I think we're good.
[AGENT][NEUTRAL] And you shouldn't have to um.
[AGENT][NEUTRAL] Um, do the verification again. What it should, it should just simply be a single sign on that's, um, so you shouldn't even have to do the like email address again. Um, it should just automatically, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Log you in.
[CUSTOMER][POSITIVE] I, I was, I was able to log in and I just paid the invoice. Oh my god, thank you so very much. I appreciate your help so much. You just like, oh, I'm so happy now I gotta deal with the Miami-Dade County Water and sewer department for the same issue.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're welcome, no problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's all. Thank you and you have a very easy Monday after this call.
[AGENT][POSITIVE] You have a good Monday as well, and thank you for calling APL.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] OK.