AccountId: 011433970860
ContactId: a335947c-d0f0-4210-966b-a2f086721355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1085109 ms
Total Talk Time (AGENT): 292315 ms
Total Talk Time (CUSTOMER): 281744 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a335947c-d0f0-4210-966b-a2f086721355_20250623T13:17_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I am not able, uh, this is [PII] and with City for schools, and I am not able to access our account.
[AGENT][NEUTRAL] I can help you with that and what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK [PII], and what is that work number?
[CUSTOMER][NEUTRAL] The work telephone number [PII].
[AGENT][NEUTRAL] OK. And [PII], um.
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] Uh huh, the group number is 5972.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you said you're calling because you can't get into the.
[AGENT][NEUTRAL] Online service center.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes ma'am, I've reached email uh saying that the
[CUSTOMER][NEUTRAL] Um, statement is ready and I can't get into it this time for some reason.
[AGENT][POSITIVE] All right. I can help you with that. Let's see.
[AGENT][NEUTRAL] OK, [PII], you're gonna have to um.
[AGENT][NEUTRAL] re-register.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On here and I can help you with that. uh, so whenever you go online, just you're gonna create a new account?
[CUSTOMER][NEUTRAL] OK, uh, that we'll see, OK, I'm gonna go back.
[CUSTOMER][NEUTRAL] OK, continue, um OK, create a new OSC account correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then it's a group, is that right?
[AGENT][NEUTRAL] Yes, ma'am. And when you fill out everything, just do the ones with the asterisk. Do not, you don't have to fill out the rest of the information, just, just the ones that is required.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK, so I guess maybe that's the reason why.
[CUSTOMER][NEUTRAL] So only the group number and my email.
[CUSTOMER][NEUTRAL] And nothing with the state. OK, maybe this will give me.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify the email address I mean can you verify the address that we have on file for this group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][POSITIVE] Thank you so much and can you verify the um.
[AGENT][NEUTRAL] Address, the group address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[CUSTOMER][NEUTRAL] Um, well, it doesn't have avenue on it, I don't think, but [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] On the name do I just my name, I guess.
[AGENT][NEUTRAL] You can, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the password did not match. Alright, let me try that again.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEGATIVE] I'm getting an error and it says claim not verified email address.
[AGENT][NEUTRAL] OK, did you hit group?
[AGENT][NEUTRAL] Whenever you went to register?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hm. And you filled out only the required
[CUSTOMER][NEUTRAL] Mhm. Do I have to do send verification code instead of the bottom section? OK, that's what I do.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] That's that's that's what it is.
[CUSTOMER][NEUTRAL] OK, verification code and consent. That's what it was.
[CUSTOMER][NEGATIVE] Yeah, not work.
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] Alright, I did that and it's still saying claim not verified email address.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] Let me see what we have. Let me double check everything.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] What was that email address again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we got that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, you said the verification code and you got the verification code and you put that in.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I see where you've started.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Where, uh, where is it giving you the er at?
[CUSTOMER][NEUTRAL] Uh, whenever the
[AGENT][NEUTRAL] When are you receiving that error?
[CUSTOMER][NEUTRAL] Um, after I put in the uh.
[CUSTOMER][NEUTRAL] The 2nd, I guess it's the 2nd page after I put in the group number and uh I think it asked for what was the other question I asked for I can't remember um and then I hit the, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The next
[CUSTOMER][NEUTRAL] Continue and then it says uh email address verified you can now continue and I went and then it said verify uh send verification code I sent the verification code I put the verification code in and then it says claim not verified email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there a way that you can do a snapshot, um, and send that to our, um, care team and we will be able to that way we know.
[AGENT][POSITIVE] We, we, we can get you taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you that email address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] You just take a screenshot of where you're getting your era.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, what is the email?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll send the screenshot again.
[AGENT][NEUTRAL] All right. And um [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful, uh, well, wait, wait, wait, wait, wait, wait, [PII].
[AGENT][NEUTRAL] Clear your browser and your cache.
[AGENT][POSITIVE] On that and see if that'll help.
[CUSTOMER][NEUTRAL] Clear my what?
[AGENT][NEUTRAL] Let's try that first.
[AGENT][NEUTRAL] Your the um browser.
[AGENT][NEUTRAL] And let's try and see if you can go back, I mean.
[AGENT][NEUTRAL] Go from there.
[CUSTOMER][NEUTRAL] Discoar again.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Did you say just start over again?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, let me, uh let's just say clear your browser and cache.
[AGENT][NEUTRAL] On that.
[AGENT][NEUTRAL] And see if that will help.
[AGENT][NEUTRAL] And, and try again uh as far as the verification cause I see where you've started, um.
[AGENT][NEUTRAL] So let's let's try that real quick and if that that then if you can take a screenshot of it, then you can send it to uh that uh email address.
[CUSTOMER][NEUTRAL] I'm sorry, I just, it just completely I, I don't know what I did. I'm just starting over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh the verification code.
[CUSTOMER][NEUTRAL] Copy it. I wanna go back.
[CUSTOMER][NEUTRAL] Paste it.
[CUSTOMER][NEUTRAL] OK, after I paste, I do ver verify the code right after I pasted the code.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] The code is incorrect.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII] and whenever I go back.
[CUSTOMER][NEUTRAL] Oh, send me another verification code. Let's try this one.
[CUSTOMER][NEUTRAL] Just write it down.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, so now it seems to be working.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Now uh now.
[CUSTOMER][NEUTRAL] Yeah, now I'm at the password so I just need to put.
[CUSTOMER][NEUTRAL] And again
[CUSTOMER][NEUTRAL] And do I have to put a display name in?
[AGENT][NEUTRAL] Uh, you put, uh, a user name, I mean whatever you want to use.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You can put a group or what have you didn't.
[CUSTOMER][NEUTRAL] Alright, that's the password entered.
[CUSTOMER][NEGATIVE] Fields do not match. I'm not let's try this.
[CUSTOMER][NEUTRAL] Save
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Go to the dashboard.
[CUSTOMER][NEUTRAL] I think I am
[CUSTOMER][NEUTRAL] Now log in.
[CUSTOMER][NEUTRAL] And the verification code.
[CUSTOMER][NEUTRAL] Why did it
[AGENT][NEUTRAL] And you'll go to invoicing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, it's just I don't know if it's my internet but now it's just log the log in is just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] You've changed this up a little bit, haven't you?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I think you'll like it though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty man, I got it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But now it's saying I can't find the invoice. Let's go back.
[AGENT][NEGATIVE] Now, it's not gonna let you print one.
[CUSTOMER][NEGATIVE] Oh, it won't.
[AGENT][NEUTRAL] Right. No, no, ma'am. Not at, not at this moment. It will not.
[CUSTOMER][NEUTRAL] OK, so when will it?
[AGENT][NEUTRAL] Um, they're working on that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um as far as paying it you're able to pay it online if that's something that y'all wanna do, you can pay it online um and it'll let you print a coupon once you get through um once you.
[AGENT][NEUTRAL] Make that payment. You'll get a, uh, be able to do that, but right now, um.
[AGENT][NEGATIVE] They haven't gotten it on there.
[CUSTOMER][NEUTRAL] OK, so, um, can I request the paper? Will they send me one,
[AGENT][NEUTRAL] Yes ma'am, just just send an email to that email address that I sent you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And ask for a copy of the invoice and they'll be able to send you a copy.
[CUSTOMER][NEUTRAL] OK, alright, alright, that's what I'll do.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No ma'am, you've been a great help. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APO and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Mm thank you. Mm bye bye.
[CUSTOMER][NEUTRAL] Uh