AccountId: 011433970860
ContactId: 732f0a48-cfb7-4f51-bf5b-ae18df3939ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309589 ms
Total Talk Time (AGENT): 143235 ms
Total Talk Time (CUSTOMER): 127296 ms
Interruptions: 6
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/732f0a48-cfb7-4f51-bf5b-ae18df3939ff_20250610T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I was trying to get online to pay an APL invoice and I'm having trouble. I was in it before before y'all changed it. I just had like a different user ID and now I.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] No, you're perfectly fine, yes.
[AGENT][NEUTRAL] OK, so as of last week our website did undergo quite a big change and with that change everyone is now having to create new accounts so you would reregister um and then from there you would uh just sign in with your um email instead of your uh instead of a user name but you would have to create another account first.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and that's
[CUSTOMER][NEGATIVE] OK. And that's what I'm doing, but evidently, I'm doing something wrong in it because it tells me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, when I go in, I don't know if it's the phone number.
[AGENT][POSITIVE] No, no, no, it's definitely not you don't worry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is for a group correct?
[CUSTOMER][NEGATIVE] It tells me error.
[CUSTOMER][NEUTRAL] Pardon? Yes, it's a group, yes ma'am.
[AGENT][NEUTRAL] Is this for a group? OK, so we have experienced quite a bit of issues um with groups trying to create accounts um if you would, if you haven't tried already only filling out the fields that have an asterisk and leave all the other ones blank but I do believe that's just going to be the group number and the email.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just the ones with asterisk.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know what was in here.
[CUSTOMER][NEUTRAL] I can't get my state out of here. Let's see, let me just go back. Let me cancel it back.
[AGENT][NEUTRAL] Um, you can try if it's easier you can just refresh the page or closing it out and then reopening it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number 26746.
[CUSTOMER][NEUTRAL] OK, I still got an error.
[AGENT][NEUTRAL] OK, so we can go ahead and get all of that pulled up and we'll just verify that the email you are entering, uh, is what we have in our system because it does have to match, yes, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, it's the right one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK thank you and then uh what was that group number please?
[CUSTOMER][NEUTRAL] That's a direct line.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that uh Gippsland Bank and Trust?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], what was your last name please?
[CUSTOMER][NEUTRAL] My last name [PII], [PII] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Cool thank you for verifying. I just wanted to make sure you are the contact we have on file um so I do appreciate you verifying that um if you would, can you also verify the address for the business please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So y'all have PO box or a street address?
[AGENT][NEUTRAL] I do have a street address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you so much for verifying that. OK, so the email address we have on file is the it looks like it's just your first [PII].
[CUSTOMER][NEUTRAL] OK, let's see, that's one of my many.
[AGENT][NEUTRAL] Is that what you're using?
[AGENT][NEUTRAL] OK. Yes, it does have to match what we have.
[CUSTOMER][NEUTRAL] No, I was just using the camera. I'll change it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Because of that last name they changed it. I I actually have two. I have the easy one with just my first name or the hard one that nobody ever seems to get right.
[AGENT][NEUTRAL] You have to spell every time.
[CUSTOMER][NEUTRAL] OK, so I am there.
[CUSTOMER][NEUTRAL] OK, complete your account set up, OK.
[AGENT][POSITIVE] Awesome. OK.
[CUSTOMER][POSITIVE] OK, I think I could probably get it from now.
[AGENT][POSITIVE] Awesome alright I'm glad we got that figured out. No worries. I apologize about the confusion. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] No, that's it, and I'll be sure and I'll remember that that's my hard email. OK, thank you, bye bye.
[AGENT][POSITIVE] Alright well thanks for giving us a call.
[AGENT][POSITIVE] Yes ma'am, no worries and if you need to just give us a call alright have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.