AccountId: 011433970860
ContactId: 6b0e0fc8-3a1c-4d1b-b8f9-512e970e1bbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202880 ms
Total Talk Time (AGENT): 102614 ms
Total Talk Time (CUSTOMER): 96206 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6b0e0fc8-3a1c-4d1b-b8f9-512e970e1bbd_20250602T17:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, yes, I'm calling because I'm having some troubles with the new platform from the website, so I wanted to pay the invoice and it just kept saying like error error error, and then I put in print coupon and now it doesn't let me to pay online like I always did.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK. Yeah, we've been having, unfortunately, they uh re up the system so it's having an issue today.
[CUSTOMER][NEUTRAL] Yeah, I'm guessing the new portal, yeah.
[AGENT][POSITIVE] Yes ma'am, and your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, sorry, [PII] so my account number it's 15874.
[AGENT][NEUTRAL] 415874. OK, thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] Under see my telecom.
[AGENT][NEUTRAL] OK. And see, verify the group mailing address and the callback number.
[CUSTOMER][NEUTRAL] Yeah, so [PII] at [PII] [PII]. I just registered right now actually the account.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I didn't even know you had to change the platform but yeah.
[AGENT][NEUTRAL] And did you try to reregister because I think we have, uh, everyone has to reregister to the new.
[CUSTOMER][NEUTRAL] No, I register?
[AGENT][NEUTRAL] System.
[CUSTOMER][NEGATIVE] No, it's a new one so I register everything. I was able to see the billing payment, but as soon as I pressed the ACH and I just put submit, then I had an error and now it won't even appear.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, no, that's not good.
[CUSTOMER][NEGATIVE] Yeah, so I put it 4 times, so ACH payment, submit, submit, submit, and then I got error, error error.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, um, I can send a request to have someone give you a call back or email you back as far as trying to assist with the online service center, and this number is good that uh.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah, with the payment actually.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] What did I say? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK, yes ma'am, I'll send a request to have uh someone be able to assist um another thing you might try as far as troubleshooting is to um.
[AGENT][POSITIVE] Clean your browser maybe that would help. I'm not sure but um I'll definitely send a request for someone to give you a call back.
[CUSTOMER][POSITIVE] Perfect, let me just.
[CUSTOMER][POSITIVE] Yeah, thank you, don't worry, we'll just try to kind of delete everything on the browser and just log out. Thank you.
[AGENT][POSITIVE] Yes, ma'am. And probably give it 24 hours cause it's, they've been working on it all day today. So hopefully, it, it, it was it's supposed to do, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I will try to trouble to pay again tomorrow. If not, I will call back.
[AGENT][POSITIVE] OK. Well, thank you so much, Ms. [PII], and you have a great rest of your day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][POSITIVE] Thank you Ayha bye.