AccountId: 011433970860
ContactId: 5f3b1d69-fd39-4317-b540-ba59e950f031
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142139 ms
Total Talk Time (AGENT): 51934 ms
Total Talk Time (CUSTOMER): 89897 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/5f3b1d69-fd39-4317-b540-ba59e950f031_20250606T13:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is [PII]. um, I'm not, I don't know, um, I'm trying to help, uh, this guy named [PII], uh, he's an administrator for Group 23 23902, and I explained to him that he needed to go in and, uh, create a whole new account for he, he's the administrator and he's trying to pay the bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's saying that he's getting it, that, that they're not, uh, for whatever reason, they're not, uh, he's not finding, they're not finding his records. Um, and I know that I'm supposed to call [PII], or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On this, is there
[CUSTOMER][NEUTRAL] So I don't know, um,
[AGENT][POSITIVE] I can help. I mean, I it.
[CUSTOMER][POSITIVE] Awesome, that's wonderful.
[AGENT][NEGATIVE] Yeah, cause it, it's just IT is working on it, um, but I can let him know, but that is the error.
[CUSTOMER][NEUTRAL] OK, so I keep working on it right now and that's why he's not getting it. Is that correct?
[AGENT][NEGATIVE] Yeah, they've been working on it since Friday. We've been having this issue with the logins and they're getting a um no user found error.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so yeah, IT is working on it, but they haven't given us like, I don't know how long it's gonna take.
[CUSTOMER][POSITIVE] OK, that's wonderful.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that's perfect. I need to know that because, uh, I'm sure I'm gonna be doing more of these calls, and that's exactly what I needed to know. So what I'll do is I'll get back on the phone and I'll tell this guy that. And, um, now what is the, what is the, uh, does he just have to call, um, what is, if he's like trying to pay a bill, we're just gonna ask him to wait until we do this, or, or is there a place where he can go to pay the bill that.
[AGENT][NEUTRAL] It's up to him
[CUSTOMER][NEUTRAL] We can't go online, so we just need to hit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If he wants to pay over the phone, he can go to group billing. um, if not, we'll just have to kind of wait it out and see what's, we don't really know what's how it's gonna, they just told us they're working on it.
[AGENT][NEUTRAL] So hopefully it will be fixed this week, I hope.
[CUSTOMER][POSITIVE] Yeah, no, that's exactly what I need to know.
[CUSTOMER][POSITIVE] I hope so too, either that or by Monday at least, you know, because it's it's it's gonna be the [PII], but no, that's exactly what I needed to hear. So thank you very much. Um, I'll just get back on the phone with this guy and I'll tell him that. But thank you, and I really do appreciate it. Uh, if I don't hear, you know, thanks for helping me and have a good weekend, you know, let's hope this gets fixed.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good weekend.