AccountId: 011433970860
ContactId: 87bc0e76-e40a-47c0-b6c1-2e08d7b451a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482720 ms
Total Talk Time (AGENT): 198332 ms
Total Talk Time (CUSTOMER): 175288 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/87bc0e76-e40a-47c0-b6c1-2e08d7b451a0_20250603T20:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I'm a little bit frustrated. I was on hold for a very long time and I called back again. All I wanna do is log in and have you guys changed something on your website that I can't log in with my old log in?
[AGENT][NEUTRAL] Yes, ma'am, we have. There's been an update in the system.
[CUSTOMER][NEGATIVE] OK, how come somebody didn't send me that information so that when I go to pay my bill this month I'm sitting here thinking what in the world about what's going on?
[AGENT][POSITIVE] OK, so it was of my understanding that something did go out to the different groups, but I will be more than happy to help you. I certainly will be glad to help you. So who am I speaking with?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII], thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] I mean no that's my um cell phone [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well let's see if I have it here.
[CUSTOMER][NEUTRAL] Well I don't have it right here it's not on my email so.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I can try and look it up by the group name.
[AGENT][NEUTRAL] That that would be easier for you. Oh, you do have it?
[CUSTOMER][NEUTRAL] Fine, I got it.
[CUSTOMER][NEUTRAL] I've got it. I've got it. It's 24918.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 24918. OK, thank you. Give me a moment please to get the group's information pulled up. Then I will have to verify several things with you related to the group for security purposes. So just a moment please.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the name and address for the group.
[CUSTOMER][NEUTRAL] I'm sorry, working from home today, um.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The name and the address of the company is Ewing Heating and Air [PII].
[AGENT][NEUTRAL] Thank you. And then um spell your last name just so that uh I make sure it's correct in the system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Thank you and the phone number that we have on file as the main number for the group is.
[AGENT][NEUTRAL] Well, it's different than the one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am, it's not that one.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, 5, we have 10 phone numbers [PII].
[AGENT][POSITIVE] Thank you. And your email address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of the information.
[AGENT][NEUTRAL] So [PII], if you're able to, I can try and help you get the account set up now I do see that the group is still currently in the renewal, so the.
[AGENT][NEUTRAL] It shows that this group is current.
[CUSTOMER][NEUTRAL] What do you mean we're currently in the renewal? We, we don't renew until September.
[AGENT][NEUTRAL] Right, but apparently I guess that they've already started the renewal, you know, as far as the paper paperwork I'm not sure. I can only see.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] But I'll be very happy to help you try and set up your profile.
[CUSTOMER][NEGATIVE] Well this is ridiculous. I already have my profile we've had you guys. I've never had to do that with my last renewal. We have had this APL for years.
[AGENT][NEUTRAL] No, ma'am, this is an entirely, yeah, it's a new system.
[CUSTOMER][NEUTRAL] OK, because we need to pay our bills so for June so I need to pay it and I usually pay it online.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you want to try and set up your profile now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so when you get to the OSC page, you're gonna do, you're gonna select the create.
[AGENT][NEUTRAL] An OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just like you had never, you know, never done one before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So am I the who am I the group am I the insured or the age?
[AGENT][NEUTRAL] You're the, you are the, no, ma'am, you're the group you're, you're setting up, aren't you, to pay the group's bill, is that correct? Because you're the group administrator. Mhm. So it would be group.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and I put that group number back away. Can you, can you give it to me again?
[AGENT][NEUTRAL] 24918.
[CUSTOMER][NEUTRAL] OK 33413 phone number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have to send a verification code?
[AGENT][NEUTRAL] Yes, ma'am, and I believe that you will have to do that twice, [PII]. Once it's, you do it the first time.
[AGENT][NEUTRAL] And then you'll enter it once you receive that.
[CUSTOMER][NEUTRAL] Alright, why does it say change email?
[AGENT][NEUTRAL] Change
[CUSTOMER][NEUTRAL] It has it comes up and it says pops up says change email.
[CUSTOMER][NEUTRAL] I don't know I'm not gonna do that. I'm, I'm just gonna keep going.
[AGENT][NEUTRAL] No, you don't want to change your email you'll have to use the [PII], the one that we verified with each other.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, yeah, no, I did. I don't know why it popped up that's why I was wondering why did it pop up that.
[AGENT][NEGATIVE] Uh, yes, ma'am. I'm not sure and we have a terrible connection. Our call is very broken.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Display name OK, display name.
[AGENT][NEUTRAL] And that would be your name or the group name, whichever, you know, you choose to put there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Given name do I can I pass that up?
[AGENT][POSITIVE] Uh, yeah, because, right, that's, yeah, you don't have to worry about that one.
[CUSTOMER][NEUTRAL] Surname? OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't think that's ostracized anyway.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, your accounts are created, go to dashboard.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have to log in again.
[AGENT][NEUTRAL] Mhm, I believe it's gonna do, it's like a two-factor authenticate mhm.
[CUSTOMER][NEUTRAL] Send verification code.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what browser are you using [PII] to to set it up in?
[CUSTOMER][NEUTRAL] And Chrome.
[AGENT][NEUTRAL] Chrome, OK.
[CUSTOMER][POSITIVE] Did you, did you? OK, I'm at home, so I'm trying to do this from my house. OK, alright, I got it, thank you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, well, if you have any other issues or there's any problem in submitting your invoice, [PII], call us back so that we can look into that and report that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, thanks so much alright bye bye.
[AGENT][POSITIVE] Alright, what can I help you? You are so welcome thank you for