AccountId: 011433970860
ContactId: 8a364eb2-ee13-4195-81e3-a071d77c49ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293519 ms
Total Talk Time (AGENT): 139370 ms
Total Talk Time (CUSTOMER): 78393 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8a364eb2-ee13-4195-81e3-a071d77c49ff_20250620T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi um I'm having trouble signing up to the website. I, I don't know why I've never had a problem before.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I wanna make, yeah, I wanna make a payment.
[AGENT][NEUTRAL] OK, are you a group?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm not on the group though. I just pay the bill.
[AGENT][NEUTRAL] OK, um, so we launched a new website about 3 weeks ago. If the group admin has not, um, created a new account for the group, then that's probably what's going on, um, but I can
[CUSTOMER][NEUTRAL] Oh, so can you help me?
[AGENT][POSITIVE] Yes, I can get you to group willing to make the payment. May I have the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 17165.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it's for the June bill?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] All right, and [PII], is it OK if I place you, well, first, I'm sorry, what's a good contact number um just in case we're disconnected, they're gonna ask.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and is it alright if I place you on just a brief hold while I reach out to group billing?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] Yep thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. I have a, um, well, a group contact on the other line. She says she's not on the group, she just um pays the bill, but she usually goes online and the group admin needs to, you know, set everything up, so she just wants to make the payment for the group.
[CUSTOMER][NEUTRAL] OK, does she know that it's only debit card or credit card?
[AGENT][NEUTRAL] Um, let me double check. Hold on one moment because I didn't say it to her. Hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why can't you take that? Just tell her.
[AGENT][NEGATIVE] Everybody wanna pass the buck. This is so annoying.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I have billing on the other line. Is the payment going to be made with a credit card or debit card or a check?
[CUSTOMER][NEUTRAL] Um, uh, uh, checking account.
[AGENT][NEUTRAL] OK, then I don't think we can do that over the phone. Hold on one second.
[CUSTOMER][NEUTRAL] I could do a credit card if I have to, but it's, I don't care, it doesn't matter.
[AGENT][NEUTRAL] OK, um, over the phone, yes, I, I believe because I I was trying to get you to her, but she's making me ask you this, so I apologize, um.
[CUSTOMER][NEUTRAL] Sure, that's OK, that's fine.
[AGENT][NEUTRAL] So, I believe it's debit card and credit card only over the phone.
[CUSTOMER][NEUTRAL] That's fine, that's fine.
[AGENT][NEUTRAL] OK. All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Well, you know what though, but wait a second, if you get me logged in, I can just do it myself and I could use my check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, but if you're not the group admin, we can't do anything until they set up the account for the group.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I see what you're saying.
[AGENT][NEUTRAL] Yes, ma'am. Um, hold on one moment, I'll get it for you, OK?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Thank you bye bye. OK, hold on, can you come on hold. You are on hold.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hey [PII], yes, it's a debit card or debit or credit card. It's a card.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It's 17165.
[CUSTOMER][NEUTRAL] Gulfstream Tropical Aquarium.
[AGENT][NEUTRAL] Yes, for June's bill. I have the invoice number if you need it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 638-981-5.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yep, I'm here.
[AGENT][POSITIVE] All right, thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Hello? OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey [PII], like she said my name.