AccountId: 011433970860
ContactId: 862838f8-3a59-4319-999a-3dd5b2d116a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504480 ms
Total Talk Time (AGENT): 105500 ms
Total Talk Time (CUSTOMER): 252728 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/862838f8-3a59-4319-999a-3dd5b2d116a8_20250623T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi. Um,
[CUSTOMER][POSITIVE] I have a username and password to pay my bills online every month. Never had a problem logging in. I get the email that says free access click here to log into your account and pay.
[CUSTOMER][NEGATIVE] And it's like nothing's working and I said not my password and it sends me like a code to verify my email. I do the verification and then it says nothing's linked to this email. The user name and password that I have is not an email it's a user name, so I, I'm not sure if you guys changed something, but I can't get online to pay my bill.
[AGENT][NEUTRAL] Yes ma'am, we launched a new online service center so you'll need to create a new account.
[CUSTOMER][NEUTRAL] Oh, I didn't get that message. Maybe I didn't see it.
[CUSTOMER][NEUTRAL] Um, so I have to create a brand new account. I don't even know my, oh, I don't account number.
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, you, you use your group number. What's your group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15651
[AGENT][NEUTRAL] Alright, let me get it pulled up real quick.
[CUSTOMER][NEUTRAL] So what's the website for payments? The new website?
[AGENT][NEUTRAL] It's the same website, you just um have whenever you get to the login screen, yes ma'am.
[CUSTOMER][NEUTRAL] Oh, create an OS.
[CUSTOMER][NEUTRAL] Group and church. I go by group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, yeah, I mean, I don't know, that wasn't like, it's very strange, that wasn't like.
[CUSTOMER][NEUTRAL] I, I didn't get a notification or wasn't a.
[CUSTOMER][NEUTRAL] Notification I saw so easily I had zero idea like something I'd be wrong.
[CUSTOMER][NEUTRAL] 331. OK, so I have to create a brand new, oh, I don't know what phone number I have logged linked to this account.
[AGENT][NEUTRAL] Uh, the only thing on that page that you'll need to um fill in is the group number and your email that we have on file.
[CUSTOMER][NEUTRAL] Is that important
[CUSTOMER][NEUTRAL] Uh, the email is the one where I get my, I guess the email where I'm getting my invoices, right?
[AGENT][NEUTRAL] Yes, ma'am. What's your email?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] uh it looks like it's, let me see, continue.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so my email will be my username.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it says complete your set up, but it's just kind of thinking.
[CUSTOMER][NEUTRAL] Uh, OK, so, all right, I think now I get it. OK, so I'll just create a password and so forth.
[AGENT][NEUTRAL] Yes, ma'am. And then everything will, um, every, you won't have to enter, um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The bank information or anything like that again I it pulled it from the old site so it's already in there.
[CUSTOMER][NEUTRAL] Oh, everything
[CUSTOMER][NEUTRAL] Everything should be
[CUSTOMER][NEUTRAL] Everything should be there.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's just a new log in that's all?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Display name. What does that mean?
[AGENT][NEUTRAL] You don't have to put anything there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim not verified verification is a oh verification code. Got it. I'll do that first.
[CUSTOMER][NEUTRAL] OK, a bit complicated here. Let's see if this sounds a code.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sorry, I'm not getting the code.
[AGENT][NEUTRAL] It may take a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so it says [PII] verify the code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh no, they keep on wanting me to log in.
[AGENT][NEUTRAL] Yeah, once you verify um and set your password up um it's gonna um send another verification code. Yes, ma'am, but that, that'll be the last one.
[CUSTOMER][NEUTRAL] Sunday.
[CUSTOMER][NEUTRAL] Another verification
[CUSTOMER][NEUTRAL] It's like every time.
[AGENT][NEUTRAL] No, that'll be the last time.
[CUSTOMER][MIXED] OK, but like every time.
[CUSTOMER][NEUTRAL] Oh OK, alright, so also when I get the email with the link to pay my invoice that's gonna be linked to this new set up?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I got it hold on.
[CUSTOMER][NEUTRAL] OK, so where's the whole.
[CUSTOMER][NEUTRAL] My group, where's the whole billing section here on this website invoices.
[AGENT][NEUTRAL] Click on
[AGENT][NEUTRAL] Click on my group and then click on um invoicing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Please review and submit the invoice. I click on the invoice like before.
[CUSTOMER][NEGATIVE] Error has occurred in processing your request. Unable to find your invoice you're looking for.
[AGENT][NEUTRAL] Uh, you can just, um, go back and, and click on it again.
[CUSTOMER][NEUTRAL] But it
[CUSTOMER][NEUTRAL] Just your scheduled maintenance the avail availability to download your voice is unavailable at this time.
[CUSTOMER][NEUTRAL] OK, so I can't.
[CUSTOMER][NEUTRAL] Please submit so I have my invoice, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I submit the invoice is that ACH?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Neck
[CUSTOMER][NEUTRAL] Payment date. All right.
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] ACH oh yeah, has to submit.
[CUSTOMER][NEUTRAL] Invoice submitted.
[CUSTOMER][NEUTRAL] Submitted means paid right return, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So this would be
[CUSTOMER][NEUTRAL] How do I
[CUSTOMER][NEUTRAL] I put a copy of a like a PDF of the invoice.
[AGENT][NEUTRAL] Um, that's not available right now. What I can do is I can email you the invoice.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Oh yeah, can I have that for my employee to register the because there's also like some new people so but that should be here in the future, uh, like a PDF copy of our invoice.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, yeah, could I have a copy emailed to me please if that's possible?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, uh, the July invoice.
[CUSTOMER][NEUTRAL] Yes, the one that did [PII] that I just paid.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get it pulled up.
[AGENT][NEUTRAL] Here's my email is.
[AGENT][NEUTRAL] At
[AGENT][POSITIVE] All righty. I've emailed it to you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much appreciate it.
[AGENT][POSITIVE] No problem and thank you for calling APL [PII] and you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.