AccountId: 011433970860
ContactId: 91aa0c39-c827-46e8-b5b0-d2e695169950
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247740 ms
Total Talk Time (AGENT): 87272 ms
Total Talk Time (CUSTOMER): 124110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/91aa0c39-c827-46e8-b5b0-d2e695169950_20250603T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Um, actually, um, can I talk to you about some, um, issues getting on the website, please?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, let's see, um.
[CUSTOMER][NEUTRAL] OK, so this is uh this, I'm actually calling on behalf of a client, because she was trying to get in and, and, and access her bill to go ahead and pay it, but she couldn't get into the site.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so we updated the portal on Saturday, um, so she has to create a new log in um for the group.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So I see an email now here. So this email yesterday at [PII] says the new OSC is here, the [PII].
[CUSTOMER][NEUTRAL] So she's got to go and create an account for that site, is that correct?
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, OK. And, and she can, is there any way for you to tell whether or not she's paying her bill online or not if I tell you who it is?
[AGENT][NEUTRAL] Yeah, what's the number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And 13,940, 2 different accounts.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like she paid the bill online, um, on 51.
[CUSTOMER][NEUTRAL] She paid it online. OK. And would she be able to do the same thing here also?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. Now, I, I haven't gone on the site yet, but I assume that she'd go on the site and she'd have to, to create her user password, get on the site, then she would go to the billing section, then she would have to log in all the account number, the router number, all that information uh into the site so that when she clicked submit, y'all can get the money? Is that the way that works?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And she will, she will have to enter in um her the billing information again just because it is a new portal we didn't wanna mess with people's commission or not commission there um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their routing numbers and things like that, so for safety purposes they're going to have to reenter that.
[CUSTOMER][NEUTRAL] I see. OK. All right. And um why are we going to a different portal? Is this because of uh secure issues or, or what?
[AGENT][NEUTRAL] No, no, it's not because of security issues at all. It, um, it's just supposed to be easier for the, um, the users to use, um, instead of the old OSC we had a lot of issues just like technical issues of people getting locked out, people, um, not being able to access their accounts so um this is just an easier, it's supposed to be an easier one for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. OK, that's fine. And, and your name is what, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I see. Well, I thank you for your help, ma'am. Hey, let me ask you one other question while I'm thinking about, um, you know,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you go online and on this new site and let's, let's say that we've got an employee that needs a card, um, and get that employee a card, download a card?
[AGENT][NEUTRAL] Yes, um, you typically can right now our new system is having an issue with that, so if she needs an ID card, um, you can send us an email and we can get that requested for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Sounds good. Thank you, [PII]. I appreciate it. Bye-bye.
[AGENT][NEUTRAL] Of course, yeah, bye.