AccountId: 011433970860
ContactId: 5a6d33d5-f533-4849-a8cf-f1d8341febb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549280 ms
Total Talk Time (AGENT): 212209 ms
Total Talk Time (CUSTOMER): 192757 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5a6d33d5-f533-4849-a8cf-f1d8341febb7_20250609T20:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII], and I am trying to pay our bill for Roswell Independent School District, and [PII] normally pays the bills, but she is out sick and so when I go to set up our employer group account for myself, it's telling me I'm not a valid.
[CUSTOMER][NEUTRAL] User or to call customer service so.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a group number?
[CUSTOMER][NEUTRAL] Yes, 13854.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the group mailing address and email address and phone number, please.
[CUSTOMER][NEUTRAL] OK, it is [PII] and my email is [PII]
[AGENT][NEUTRAL] OK. I don't show you as being a contact person.
[AGENT][NEUTRAL] And the email address we have is to miss. [PII].
[CUSTOMER][NEUTRAL] OK, um, my boss called yes I guess Friday and they told her that [PII] and I were the two on the account and that I would have to set mine up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] National
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, it looks like someone I talked to Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And explained to her that don't show her as a contact and uh they gave a contact name for the group and that they would need to set up an account and have her added as a user.
[CUSTOMER][NEUTRAL] Is that [PII] because that's my nickname [PII]
[AGENT][NEUTRAL] And what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I see that name as a contact, but it's using miss.
[AGENT][NEUTRAL] Um, well, um, is you Ms. [PII]'s email? Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]'s email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So if I just use her email it might set me up?
[AGENT][NEUTRAL] Do you have, it may, do you have access to your email because when setting up, uh, ask for the email address, but it also will send a verification code to the email address that we have.
[CUSTOMER][NEUTRAL] OK, I'm supposed to be getting access to her email. Let's see if I have it yet.
[CUSTOMER][NEUTRAL] No, nothing's come through on there yet, um.
[CUSTOMER][NEUTRAL] OK. Um, how do you suggest we pay our bill?
[AGENT][NEUTRAL] Uh, they can take a payment over the phone if you're using a credit card or the invoice can be mailed to our office along with the check.
[AGENT][NEUTRAL] So the information is set up in the system.
[CUSTOMER][NEUTRAL] I think that's the issue is we don't, we don't have an invoice.
[AGENT][NEUTRAL] OK, let's see, uh, I can email an invoice to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Give me one quick moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] This is for June I'm assuming.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, give me one moment and I can finish. Go ahead.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Um, so once I get access to [PII]'s email, then we can um.
[CUSTOMER][NEUTRAL] Set my account up.
[CUSTOMER][NEUTRAL] Will it always be to her email or can I change it once I get it set up or?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It will, I would assume, I may have to check, but I believe it would always be her email.
[AGENT][NEUTRAL] Uh, since it's showing her as a group contact, but once you've got on the site, you're able to add people on to, um,
[AGENT][NEUTRAL] Have access as a member and I believe it would give a separate email address and it will send, I believe it will send a confirmation email once you've been added and then give you the.
[AGENT][NEUTRAL] Uh, set up
[AGENT][NEUTRAL] An account for yourself under the group.
[AGENT][NEUTRAL] Let me double check because I do believe that what happens is once you're added like the group admin is add you your name and the email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then from what I understand, the email is sent and then that will give you access to the site to where you can.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Create your account for that group with that I believe.
[AGENT][NEUTRAL] Uh, with the group number.
[CUSTOMER][NEUTRAL] OK, cause
[CUSTOMER][NEGATIVE] She's very sick and we're just not sure when she's going to be back and honestly, if, so, um.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] We're scrambling to get everything changed over and paid and so.
[AGENT][POSITIVE] Oh, yes, ma'am. And I'm so sorry. I hope she gets better, right.
[CUSTOMER][NEUTRAL] Just trying to plan ahead.
[CUSTOMER][NEUTRAL] Uh, me too.
[CUSTOMER][NEUTRAL] Uh, OK, so I should get that emailed for now and then when I get access to her account, I should, well, will it be her phone number too?
[CUSTOMER][NEUTRAL] Probably.
[AGENT][NEUTRAL] What is the phone number?
[CUSTOMER][NEUTRAL] Uh, mine is [PII].
[AGENT][NEUTRAL] Say that one more time with the area code.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am, and that's the phone number I show.
[AGENT][NEUTRAL] In the system.
[CUSTOMER][NEUTRAL] Oh OK, so just, just didn't have my email then.
[AGENT][NEUTRAL] Yes, ma'am. And once you've um set on to um I would say make sure you check your profile uh for the group and the banking information is in there.
[AGENT][NEUTRAL] In order to send out um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A lower or ACH payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, because I don't think there's a guarantee that it automatically switched over some have, some haven't but um hopefully it has.
[CUSTOMER][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] Yeah it looks like we've been mailing a check, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I appreciate you emailing that invoice to me and we'll try to get the check mailed to you. Thank you.
[AGENT][POSITIVE] OK. Yes, ma'am. You're welcome and thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.