AccountId: 011433970860
ContactId: 579c0d1e-9d45-4605-b34f-980abc9960c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494630 ms
Total Talk Time (AGENT): 255458 ms
Total Talk Time (CUSTOMER): 137230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/579c0d1e-9d45-4605-b34f-980abc9960c1_20250616T12:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][POSITIVE] Yes, ma'am. Um, hi, good morning. How are you?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] All right, how are you?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEGATIVE] Um, I'm calling because I'm trying to log into the customer service center, um, but it looks like the website's changed and now it won't let me log in without using an email, but when I was originally set up, it didn't give me the option. It only y'all, well, not you, but whoever set up my account at APL set me up with the user name and not an email address.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so, um, are you calling on the group or you calling on an individual?
[CUSTOMER][NEUTRAL] The group
[AGENT][NEUTRAL] You're individual, you so you're calling about a group. OK, I can help you with that. And what is your name?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] It's pretty weird.
[AGENT][NEUTRAL] [PII]. All right, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII]. And what is that group number, please?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] It is 13005.
[AGENT][NEUTRAL] So you have like [PII]?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK. And [PII], can you verify the address that we have on file, please?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, it should be um [PII], but it may also be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying that and can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][POSITIVE] OK, I actually have [PII] as our contact our main contact.
[CUSTOMER][NEUTRAL] Yes ma'am, she retired back in February.
[AGENT][NEUTRAL] OK, so she's not there anymore.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII], and if you can, can you give me, can you send us an email letting us know that she is no longer the um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Contact that she has retired and that you are the one who will.
[AGENT][NEUTRAL] Or is the main contact and I can give you that email address as well.
[CUSTOMER][NEUTRAL] I sure can.
[AGENT][NEUTRAL] OK, and that's gonna be.
[CUSTOMER][POSITIVE] I'm ready for that email whenever you are.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now you said that you are trying to um log in.
[AGENT][NEUTRAL] On here
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you a new account will have to be created.
[AGENT][NEUTRAL] So you're gonna create a new account.
[CUSTOMER][NEUTRAL] OK, so I won't be using the one that I used since December. I'll be using a new one.
[AGENT][POSITIVE] Yes, ma'am. You'll be using the new one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And there's no invoices out there as of right now?
[AGENT][NEUTRAL] Because y'all are in it shows that you're in renewal right now, so there's no invoices out there at this moment just just to let you know.
[AGENT][NEUTRAL] But there is no invoices out there as as of right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that helps you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It does because that's what I'm trying to log on today to make sure.
[AGENT][NEUTRAL] No ma'am, there's not the, the renewal has not been completed yet and once that renewal gets completed, you should receive it once you get us that information to let us know that Rondo is no longer there, you should get an inform um an email letting you know that the the invoice is out there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] For the email on record, do I need to use [PII]'s email?
[AGENT][NEUTRAL] That's what we have right now, but if you go it before you create that account, if you'll go ahead and send us an email letting us know that you are the one that's the main contact.
[AGENT][NEUTRAL] We can get that changed.
[AGENT][NEUTRAL] And then you would be able to create the account.
[AGENT][NEUTRAL] And then you would be able to be the one to add users and so forth on that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was [PII] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, I will send you that email so that way we can get that all set up about how long does that normally take?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Which one?
[AGENT][NEUTRAL] To change the address.
[CUSTOMER][NEUTRAL] To, um, just to get a response.
[AGENT][NEUTRAL] Uh, once you get that response, uh, yes, you will get a response once that has been taken care of, um, and once that's been taken care of, then you just, you can create your account then.
[CUSTOMER][NEUTRAL] Back
[AGENT][NEUTRAL] And um when you go on there and you you're trying to create the account just fill out the one that has the asterisk that's the only that's the main information the one the required information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, that sounds good then I will send that email over right now. Thank you so much.
[AGENT][NEUTRAL] OK, [PII], is there anything else? And, and you might want him to get the change the phone number if, if there's a different phone number becaus[PII] I think we've got a different phone number than what you're calling on, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think we have [PII]'s on file, so.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you should have the [PII].
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] OK, yes ma'am, that's our city phone number. I'm just calling from my city cell because um I hate the phone being on speakerphone. It's much easier to hear from the cell phone, so that's all it was.
[AGENT][NEUTRAL] I understand. I just wanted to make sure if there's, I mean, because is the extension still the same?
[CUSTOMER][NEUTRAL] Um, no, ma'am, I'm gonna, the extension's gonna be changed to [PII].
[AGENT][NEUTRAL] OK, OK, great. I just wanted to, OK, I just wanted to make sure that we get all the information for you, um.
[CUSTOMER][NEUTRAL] So I'll put that in the email as well.
[AGENT][POSITIVE] But again, and then once you get try to get signed on if you have any troubles just give us a call.
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][NEUTRAL] If you need to.
[AGENT][NEUTRAL] Alright, is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Alright thank you so much you as well thank you for your help.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] Perfect