AccountId: 011433970860
ContactId: 786b0eda-fdfe-4895-93df-5eceb3ed765b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271820 ms
Total Talk Time (AGENT): 59981 ms
Total Talk Time (CUSTOMER): 118497 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/786b0eda-fdfe-4895-93df-5eceb3ed765b_20250609T21:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] So I just mean I'm trying to go online and pay my bill, um, but it's not finding me some there's an error.
[AGENT][NEUTRAL] OK, is it for the group?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, I, I, I run the group for my company.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] It is 80103.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And do you have the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what would be the email on record?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, when you're on the website, you're gonna have to go to create a new account. Um, we've upgraded our website, you'll have to recreate your account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] You won't be able to log in with any of your old information.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] OK, the [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] A secured. [PII].
[CUSTOMER][NEUTRAL] He.
[CUSTOMER][POSITIVE] [PII] right. Yeah, [PII]. I got it right here.
[AGENT][NEUTRAL] Am
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. So I'm going to create your OSC.
[CUSTOMER][NEUTRAL] Account and then I'll, I'll put down down the um group.
[AGENT][NEUTRAL] Yes, and then you'll
[AGENT][NEUTRAL] Group, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then that's why I I think I went something happened that it just didn't let me do it. My group number is 801. I already did this and then it gave me an error zip code [PII]. Phone number, what number do you have? Do you have the [PII] number or 287 number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, that's what happened. [PII] and it's [PII].
[CUSTOMER][NEUTRAL] Now, can I put this on auto pay?
[AGENT][NEUTRAL] Um, I don't know if we have autopay.
[CUSTOMER][POSITIVE] So I don't have to go in every month and pay this?
[AGENT][NEUTRAL] Let me double check, just a moment.
[CUSTOMER][NEUTRAL] I was hoping that when you upgraded it was gonna yay when I have auto pay.
[CUSTOMER][NEUTRAL] I have everything on auto pay because my mind is not the same.
[CUSTOMER][NEUTRAL] OK, new email.
[CUSTOMER][NEUTRAL] Send verification code, send this to my email.
[CUSTOMER][POSITIVE] Look look quickly.
[CUSTOMER][NEUTRAL] It takes a while, right, for the
[AGENT][NEUTRAL] Yeah, so once, once you create the new password, um, it's gonna ask you to log in again and then it'll send you another verification code so it does, it will send it twice.
[CUSTOMER][NEUTRAL] Verification code to come.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's OK. So I'm still waiting for the 1st [PII], OK. So no auto auto auto pay?
[AGENT][NEUTRAL] Uh, I'm double checking, um, asking someone give me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, we don't have autopay yet. I think that's something we are working on though, but not yet.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I got my verification number. OK. I then will continue to pay it every month.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.