AccountId: 011433970860
ContactId: 79c68651-1718-472e-9904-dccb73efdf7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323000 ms
Total Talk Time (AGENT): 89302 ms
Total Talk Time (CUSTOMER): 99914 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/79c68651-1718-472e-9904-dccb73efdf7e_20250620T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I'm we're a customer, uh, a group customer, and we, I've been trying to pay this bill and it automa it's not letting me in and we've been doing this, you know, into the website is and it just keeps circling and circling it's saying it, it doesn't acknowledge my the email address which we've been a customer for a long time so I don't know if something changed with the website. It used to just let me in and I could pay the bill online. It won't let me do that.
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] Group number is 25984.
[AGENT][NEUTRAL] OK. Can I get your first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then can you provide the address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the phone number for your group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, so have you, so we've recently upgraded our website, so you're gonna have to create your account all over again?
[CUSTOMER][NEGATIVE] I did that and it's saying it doesn't acknowledge the email address.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let me try it on my end.
[CUSTOMER][NEGATIVE] It keeps saying it'll you know send you the verification code and then it just goes back to it it won't, you know, it's just like in a loop it won't do anything.
[CUSTOMER][NEUTRAL] Because all the credentials were saved, so I just used to have to sign in and it would automatically take me to the bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what happened.
[CUSTOMER][NEGATIVE] Now I did let me change the password, but then when I went to go back in, it wouldn't it wouldn't let me in.
[AGENT][NEUTRAL] OK, um, give me just a moment.
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Have you talked to somebody on uh uh like logging an error yet on this?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you, do you know how are you using Google Chrome or is it Microsoft Edge or?
[CUSTOMER][NEUTRAL] Um, I, I, I have either one, which one does it matter?
[AGENT][NEUTRAL] Uh, no, either one's fine. I was gonna say, um, if you can clear your browsing data, do you know how to do that? There's 3 dots in the upper right hand corner.
[CUSTOMER][NEUTRAL] Have either one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you go to settings.
[CUSTOMER][NEUTRAL] History.
[AGENT][NEUTRAL] Uh, yes, settings and history, and then it'll say clear browsing data.
[CUSTOMER][NEUTRAL] I'll see that.
[AGENT][NEUTRAL] Are you in Google or are you in Chrome or uh Edge?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm in, no, I'm in um edge.
[AGENT][NEUTRAL] OK, it should say it should be under settings and then it should pull up and you'll see at the top, clear browsing data.
[CUSTOMER][NEUTRAL] Oh wait
[CUSTOMER][NEUTRAL] I just thought, hold on.
[CUSTOMER][NEUTRAL] Mm, no.
[CUSTOMER][NEUTRAL] Can I just pay the thing over the phone?
[AGENT][NEUTRAL] You can with a credit card.
[CUSTOMER][NEUTRAL] Can I just pay the bill over the phone?
[CUSTOMER][NEUTRAL] Oh no, I don't have that. OK, all right, let me, um, I'm not gonna worry about it right now. It's, it's taking a lot of time um I'll try back maybe later on this afternoon, OK?
[AGENT][NEUTRAL] Well, I, what I can do is log a ticket with our IT, um, typically it takes about 24 to 48 hours to turn around on that, um, so.
[CUSTOMER][POSITIVE] OK, that's perfect.
[AGENT][NEUTRAL] I'll log that information and then how can we contact you back? Would you like email or phone?
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] You can do email.
[AGENT][NEUTRAL] Female? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'll get this logged, [PII], and we will get a um contact you back once we've got it resolved, OK?
[CUSTOMER][POSITIVE] Thank you so much. All [PII]. Bye-bye.
[AGENT][POSITIVE] OK, thanks. Thanks for calling. Have a good day.
[CUSTOMER][NEUTRAL] You too.