AccountId: 011433970860
ContactId: 74c1d2a8-a864-4ae1-b9f4-2bbeb81cf6d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115419 ms
Total Talk Time (AGENT): 45926 ms
Total Talk Time (CUSTOMER): 65747 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/74c1d2a8-a864-4ae1-b9f4-2bbeb81cf6d1_20250602T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I am trying to log into my account online, uh, to pay my bill, and, uh.
[CUSTOMER][NEGATIVE] It's different now. I used to have a username and a and a password now it's asking for my email and the password and it won't accept my email address. It says that that's not uh not found. I tried to use the option to create your OSC account plugged in all my information and nothing happened, uh, and so I don't know what to do now is I can't access my account to be able to pay my bill online.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes ma'am I apologize we've launched a new site today and they're having a few issues that they're working on and um right now groups are unable to um log into the site. Would you like a copy of the invoice in the interim or?
[CUSTOMER][NEUTRAL] No, I, I have the invoice. I'm just trying to pay the bill, so I, I just can't do it until the issues are seen about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, unless you would like to pay by a card, I can take that over the phone, but if you'd like to pay by the uh ETF ACH, you know, version, then yes ma'am, you'd have to wait till we got that worked out, and I sincerely apologize.
[CUSTOMER][NEUTRAL] OK, well I'll try again tomorrow, but I should once it's sorted out, I should be able to log in with my user ID and password like I had before.
[AGENT][POSITIVE] Uh well, actually the new site makes it to where you will have to create a new account but it'll make it to where you could just use your email and you won't have to worry about a username anymore.
[CUSTOMER][NEUTRAL] I see, I see, so OK, I'll just check back with the site tomorrow and see if it's sorted out then.
[AGENT][POSITIVE] Yes, ma'am. That should, hopefully, they'll get it fixed by then.
[CUSTOMER][POSITIVE] All right thank you so much for your time.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.