AccountId: 011433970860
ContactId: a02cbbfe-d63f-4aa1-9a3c-9f6c1891b521
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463000 ms
Total Talk Time (AGENT): 181213 ms
Total Talk Time (CUSTOMER): 177994 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a02cbbfe-d63f-4aa1-9a3c-9f6c1891b521_20250307T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from Boston at Tompkins Funeral Home. I'm having problems with getting signed into the, um, the system to, um, pay our, our billing. Um, I've been trying to do it since last last week, but, um, if you could help me with that, I can give you the group number or whatever you need.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, can you please give that group number to me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 249-77.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your email address for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then one last verification can you give me the physical address or the address that we have on file?
[CUSTOMER][NEUTRAL] Yes, it should be [PII].
[AGENT][NEUTRAL] OK, and I have a [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 01 I think is the zip code we barely use that.
[AGENT][POSITIVE] OK. All right. Thank you so much. I appreciate you verifying that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you've already signed up for the online service center, is that correct?
[CUSTOMER][NEGATIVE] Oh yeah, I normally, yeah, I normally pay it that way, but it, it asked me to, it asked me to like, um, um, redo my password, and I did that and then I when I did it, it still didn't take it. I'm locked out. I've been locked out. I try to get locked out on Wednesday, yeah.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh, no.
[AGENT][POSITIVE] Oh, I'm so sorry. Um, let me see.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] If I can look at it, see if there's anything that needs to be done.
[AGENT][NEUTRAL] And your, oh, your password expired. That's what happened. Um, and you
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I, I did, I, um, I, I redid my password but it wouldn't go through. Um, I can try it while you're on the system here. Let me go to this right here and then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, and you're using the username [PII]?
[CUSTOMER][NEUTRAL] My mhm yep mhm yep, I am. Let me go back into the system here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, if you can go ahead and try to reset it.
[CUSTOMER][NEUTRAL] OK, let's do that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how do I reset it just I just, just to, uh, reset my my password, is that what I do?
[AGENT][NEUTRAL] Right, and it should, um, it.
[CUSTOMER][NEUTRAL] And then I put the user ID in here, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Next, OK, and it's gonna send something to my cell phone. Let's see, I'll send it to my cell phone.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And let's try a new password. Maybe I'm, maybe I just use some passwords. Maybe that's why it didn't work. I don't know, but it says successful, so I don't know. Let's try something else. Let's, let's, let's try this one.
[AGENT][POSITIVE] Oh good.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, because it has like certain criteria for the password it should give it to you so you know how many digits and uh symbols and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, OK, so it says, OK, let's confirm it.
[CUSTOMER][NEUTRAL] It says password successfully reset.
[AGENT][POSITIVE] Good. That's a good sign.
[CUSTOMER][NEUTRAL] Uh, I accepted it. OK, so let's go in here and see if it works.
[CUSTOMER][NEUTRAL] I'm gonna find it right back. I'm gonna go back out and try it on the way.
[CUSTOMER][NEUTRAL] Let's try it up again.
[CUSTOMER][NEUTRAL] Let's take this out.
[CUSTOMER][NEUTRAL] It says a valid user ID or password it at the same time, same thing again, yeah, mhm.
[AGENT][NEUTRAL] Oh darn, OK.
[AGENT][NEUTRAL] Alright, so what I'm going to do is um go ahead and transfer you on over to group billing so that they can assist you further, um.
[CUSTOMER][NEUTRAL] OK OK
[AGENT][POSITIVE] Because we tried what we can do, um, they should be able to assist you though so it's gonna be a brief hold while I transfer you on over Miss [PII], and I hope you have a wonderful weekend. Thank you so much for calling APL, ma'am.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] You as well thank you so much OK bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] I've got, hey, I've got Ms. [PII] on the phone. Her um group number is 24977.
[AGENT][NEUTRAL] She has verified her group. Um, her callback number is [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] I did my best to help her with the online service center but she it it keeps telling her.
[AGENT][NEUTRAL] No user name or password, but she signed up. I gave her her user name and she tried to reset her password and it's still not letting her in so I looked at my guru card and it said to to transfer to the billing department once we've tried.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK. Let's see, let me pull it up just real quick and.
[AGENT][NEGATIVE] And I hate it when this happens because, you know, you wanna help them so bad, but then it just keeps messing up.
[CUSTOMER][NEUTRAL] And she said she's already set up she's just trying to get in.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, it says password expired.
[AGENT][NEUTRAL] Yes, and I saw that, so she tried to reset.
[CUSTOMER][NEGATIVE] You gotta reset it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I don't know if she's just not it it it wouldn't let her in. She got the confirmation on her phone and everything and it wouldn't let her in.
[CUSTOMER][NEUTRAL] And what happened?
[CUSTOMER][NEUTRAL] OK, alright, you just transfer her over.
[AGENT][POSITIVE] OK, thank you so much. You have a good weekend if I don't talk to you before then.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you, you as well.
[AGENT][NEUTRAL] All right.