AccountId: 011433970860
ContactId: 8e172236-053d-474e-abf4-b02e8b03d37b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 930059 ms
Total Talk Time (AGENT): 179232 ms
Total Talk Time (CUSTOMER): 454730 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8e172236-053d-474e-abf4-b02e8b03d37b_20250602T12:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Billing. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have a um
[CUSTOMER][NEUTRAL] Contact from the group. Group number is 165.
[CUSTOMER][NEUTRAL] 77.
[CUSTOMER][NEUTRAL] Coral Springs Improvement District.
[AGENT][NEUTRAL] And did you verify everything?
[CUSTOMER][NEUTRAL] Mhm. Yes, um, he has, he has trouble accessing the online, the new online service center.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I tried um indicating him how everything is supposed to um work um fill out, and he entered all the information and he says he receives a.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] A um
[CUSTOMER][NEUTRAL] Like a message where his information is incorrect. I mean, he has the email, he has his phone number, um, he has everything correct. So, uh,
[AGENT][NEUTRAL] OK. um um.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK, I'll see what I can do and who do you have on the phone?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And a good call back number please?
[CUSTOMER][NEGATIVE] Oh sorry, I was not able to um ask for it.
[AGENT][POSITIVE] OK, I can help you with that. I'll see what I can do.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[AGENT][POSITIVE] You're welcome, dear. All right. Thank you.
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in for billing. Um, I understand you're having trouble trying to get on the online service center. Is that correct?
[CUSTOMER][NEGATIVE] Yeah this is awful that you change your website and you know you don't tell nobody you try to, I tried to log in this morning to to make our payment and I'm like I can't log in and.
[CUSTOMER][NEUTRAL] They're like, well, we changed our website. I'm like, well you would think that when you do that all your information comes across and you just whatever but yeah I can get in so I I did to create um.
[CUSTOMER][NEUTRAL] To to create your OSC account like she told me to because she said we had to do a new one.
[CUSTOMER][NEGATIVE] And then I put the information in and then on the log in it's asking for your email and your password well it says that no account exists so I don't know what to do.
[AGENT][POSITIVE] OK, and what's a good call back number [PII] for for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], um, I think what what you're gonna have to do is just create a new account and you're gonna use your email address.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I did I she said create your OSC account.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But I did this and it didn't do anything for me. I hit group first.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] After I clicked it, I had grove.
[CUSTOMER][NEUTRAL] I don't even remember what my group number is 16577 is that right?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] And that's for [PII].
[CUSTOMER][NEUTRAL] OK, asking for the zip.
[CUSTOMER][NEUTRAL] Yeah, I, so I put the zip code [PII]. The city is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It says email on record. I put [PII].
[CUSTOMER][NEUTRAL] And then I could hit [PII] as a state.
[CUSTOMER][NEUTRAL] So everything's done on the sign up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then I hit next
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says complete your account set up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I hit continue.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And then it brings me to welcome to the APL resource center log in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, well that it doesn't help me because then it brings up another page for the sign in and if I put my email and I don't even know what my password is, it says the account doesn't exist.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you'll have to create it.
[CUSTOMER][NEUTRAL] I use my old one for my.
[AGENT][NEUTRAL] You'll, uh, you'll have to create a new password.
[CUSTOMER][NEUTRAL] OK, I tried this this morning, so I, I, I'll, I'll put my.
[CUSTOMER][NEUTRAL] I'll put my email in send and ask you to send a verification code.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Which I did, I did this on my own this morning without even calling you all right, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it doesn't do anything so I got my verification code on my email. I'm putting it in [PII] and I hit verify code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says email address verified you can now continue so it says change email or continue I hit continue and it says an account cannot be found for the provider user ID.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I can't believe you changed accountant that I mean it's not you, but that they don't bring everything over. That's about dumbest thing I've ever heard.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I mean, I don't know who I don't know who in their right mind does something like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I guess I'd be prepared to get a million phone calls.
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] And and especially when I did it without even calling you and it's not even, it's not helping, it's not helping.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment, see what we have.
[CUSTOMER][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it's, it's not, it says your account doesn't exist.
[AGENT][NEUTRAL] Even after you done all those.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, yeah, because you have to put a password in and it's not allowing me.
[AGENT][NEUTRAL] Is there a thing on there that says forgot password?
[CUSTOMER][NEUTRAL] I, I, I put a password in.
[AGENT][NEUTRAL] And just create a new one.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I and I think I did that but it still shows me it still said that this morning right forget password email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And verification again.
[CUSTOMER][NEUTRAL] Alright, here it is.
[CUSTOMER][NEUTRAL] I gotta have an email on file because it's sending me all these all the stuff so.
[AGENT][NEUTRAL] And it's it should be the email that we have on file.
[CUSTOMER][POSITIVE] Yeah, I mean it's actually sending it to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright, so verification code is [PII], verify code.
[CUSTOMER][NEUTRAL] OK, so the email's in there. I'll hit continue again.
[CUSTOMER][NEGATIVE] And then now it says same thing and account cannot be found for the provider user ID it's not it's not asking me for a user ID. It's got the thing.
[CUSTOMER][NEUTRAL] It's got the um
[CUSTOMER][NEUTRAL] It's got the um.
[CUSTOMER][NEUTRAL] It it I'm putting my email in it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I it's it's not, it's not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] The the change password doesn't help anything because it it it's going right back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To that
[CUSTOMER][NEUTRAL] Forget password send ver here's my email.
[CUSTOMER][NEUTRAL] Then verification go for the umpteenth time.
[CUSTOMER][NEGATIVE] Oh that's frustrating.
[AGENT][POSITIVE] I do apologize. Sorry about that.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I, I, I've never seen this for so.
[CUSTOMER][NEGATIVE] Websites and you can't log in.
[CUSTOMER][NEUTRAL] I'm just trying to pay a bill.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Uh, so [PII]. I'm gonna put verify code yes, now it says email address verified you can now continue well.
[CUSTOMER][NEGATIVE] If I hit continue and I hit the change password, if I hit continue, it just says an account cannot be found for the provider user ID makes no sense when it sends me verification code, but now I have no account.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, you said that um what was that now? That it says account cannot what?
[CUSTOMER][NEGATIVE] And account cannot be found for the provider user ID. It's not asking me, well, I mean it, it, it has my password, right? But that's what it says and I hit forgot password.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you click on uh you said provider um.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] That's what that's what it comes up it comes up.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEGATIVE] Email address verified now continue. If I hit continue, it won't, it brings well now it brought me back to the log in again so it's just going in circles it's not doing anything.
[AGENT][NEUTRAL] OK, um, did you select provider or did you select group?
[AGENT][NEUTRAL] On that.
[AGENT][NEUTRAL] When you went to sign in.
[CUSTOMER][NEUTRAL] OK, I, I created, I, I created the account already, so I'm gonna go in so that I hit log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it hit and I'm gonna hit forget password for the umpteenth time this morning.
[CUSTOMER][NEUTRAL] I hit it asked for my email and send verification code which I I I just did.
[CUSTOMER][NEUTRAL] OK, so verification code has been sent to your inbox. Please copy it to the input box below. Uh, I don't need to copy it. I just type it in, no big deal, same thing. So as soon as it comes again.
[CUSTOMER][NEUTRAL] Here it is for the fifty-seventh time.
[CUSTOMER][NEUTRAL] [PII]. I so it has my email address, my verification code that sent me to that email address.
[CUSTOMER][NEUTRAL] I hit verification verify code.
[CUSTOMER][NEUTRAL] Now it brings me to user details email.
[CUSTOMER][NEUTRAL] Address verified you can now continue. I have my same email address it's got if I hit continue.
[CUSTOMER][NEGATIVE] It says an account cannot be found for the provider user ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you mean, let me check on this and give you a call back.
[AGENT][NEUTRAL] And, and, and this number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check on this and I can give you a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] No, I just this is just utterly ridiculous, terrible.
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] OK, I'll check on this and get this looked up for you, um, and give you a call back, OK?
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you.